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PolyAI is famous for lifelike AI voice agents, but did you know we also automate chat, SMS, and Whatsapp conversations?
Here at PolyAI, voice is in our DNA.
Born out of the dialog systems group at the University of Cambridge, PolyAI has always been committed to creating the world’s most advanced AI voice agents. That means creating automated solutions that can:
- Understand customers however they speak
- Carry out complex reasoning and decision-making
- Speak in a natural tone-of-voice that enables users to forget they’re talking to AI and focus on the task at hand
Of all customer service channels, voice (or the phone) is the most difficult to get right. Every caller is unique, with a different accent, tone, and vocabulary. Customers often take circuitous routes to asking simple questions, and they expect a level of conversational dexterity surpassing text-speak and one-word answers.
We believe (and our clients agree) that the key to effective automation lies in CX. When AI agents feel like speaking to a real person, customers don’t feel the need to try to bypass the system to speak to a person, freeing up your people for more rewarding and valuable tasks.
The complexity of voice means that many enterprises are forced to start their customer service automation journey with chat. It’s easier to build, cheaper, and usually serves as a new channel, so brands don’t have to risk compromising on the experience their customers are used to. But this approach often causes companies to delay (or miss entirely) the transformative results of leveraging AI in the voice channel.
Beyond voice: Expanding AI excellence to chat, SMS, and WhatsApp
At PolyAI, we ask the enterprises we work with to think deeply about the experience they most want for their customers: how they want to sound, feel, respond — where they want their agent to emote (and where they don’t). We put a lot of work into fine-tuning agents that react reliably to their customers needs, using the specific context the customers bring to the business and the specific context the business has for its customers.
This work doesn’t stop with voice.
At PolyAI, we are building a CX intelligence center for the enterprise, powered by the voice of your customer.
This enables us to take the sophisticated work of automating voice and port it into adjacent channels like chat and messaging to deliver a comprehensive high-performance, high-value experience on every channel
PolyAI omnichannel
Here at PolyAI, we are committed to changing the way people feel about automation. Many of the worst customer experiences still happen on the voice channel. But they also happen in chat.
Many chat experiences feel like an unnecessary barrier making it harder to get through to an agent, leaving customers feeling frustrated and undervalued. Chatbots will often send customers to online resources that they’ve already found to be unhelpful in their particular situation. They present options in a menu of IVR-style buttons which begs the question – why are companies providing web interfaces when customers have opted for the conversational route?
AI that understands, responds, and feels human
At PolyAI, we believe that conversational experiences should be true to the nature of conversation, regardless of channel.
Leveraging our voice-first conversational platform, PolyAI creates AI agents for voice, chat and messaging (including web chat, SMS and Whatsapp) that feel like talking with a real person.
Voice experiences are natural and lifelike, enabling customers to forget their past bad experiences with conversational IVRs and voicebots.
AI agents that customers trust
Chat experiences remain true to the nature of conversation. Instead of falling back on clunky user interfaces that pull in pages of text, or a limited menu of buttons in the vein of an old-school IVR, our AI agents provide an experience indistinguishable from that of your best customer service representatives.
Whatever channel they use, PolyAI enables your customers to focus on completing the task at hand, without worrying about whether or not the system is capable of giving the support they need.
Want to transform your customer experience, starting with your most impactful and personal channel? Request a demo here.
