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Since being named a Cool Vendor in Conversational AI Platforms by IT research and advisory giant Gartner in 2020, we’ve been thrilled to see PolyAI pop up in additional analysis conducted by the global firm.
Here’s a roundup of Gartner research notes, market guides and case studies that featured PolyAI in 2024.
Case Study: GenAI IVR Reinvents the Voice Experience
Olivia Foster, Emily Potosky | 20 November 2024
Foster and Potosky outline how PolyAI client Hopper attains satisfaction scores of “88% for the GenAI voice assistant, equivalent to CSAT in the phone channel” with an adoption-first generative IVA approach that meets customers where they are and “costs 75% less than an assisted contact.”
How Hopper scales phone support to millions of customers with PolyAI
Read the case studyMarket Guide for Conversational AI Platforms
Gabriele Rigon, Bern Elliot, et al. | 3 April 2024
Gartner’s non-exhaustive list of generative AI-native applications, dedicated platforms, and targeted extensions offering conversational AI solutions for various operational silos and functions. The guide also outlines selection criteria and a rundown of must-have capabilities for interested buyers. PolyAI is one of only 29 dedicated platforms named in the guide.
Read the market guide on Gartner.com
Tool: Vendor Identification for Generative AI Technologies
Generative AI Team | 12 December 2024 (Most recent revision)
An interactive spreadsheet-based tool enabling users to research, identify and compare generative AI technology vendors by use case, industry, solution capabilities and more. Gartner classifies this body of assets as an Evolving Insight, which they state is “a work in progress that may be subject to frequent updates. It does not represent Gartner’s definitive position… Relevant iterations and feedback may be incorporated into definitive research, which will undergo our standard review process.”
What is PolyAI?
Here at PolyAI, we believe that AI should make customer experience better, not worse.
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.
PolyAI creates lifelike AI agents for enterprise customer service. This means AI agents that feel indistinguishable from talking to a real person, enabling customers to forget they’re talking to AI, and focus on the task at hand.
If you’re interested in upleveling your customer service, get in touch with PolyAI now.
See and hear the technology first-hand.
Book a demoNote: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
