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All Posts

Automating Identity Verification in the Contact Center: What You Should Know

Many contact centers require identity verification steps in order to accurately identify callers and verify that they are who they say they are.  While they’re often lumped together, identification and verification are two separate tasks with two distinct purposes.  Identification is the process of matching a caller with an entry in your CRM to check […]

AI-Powered Appointment Setting, a Use-Case Deep Dive

The AI in Business Podcast from Emerj has just released their latest episode: AI-Powered Appointment Setting, a Use-Case Deep Dive – with PolyAI CEO Nikola Mrkšić.  The business opportunity of AI-powered appointment setting Appointment setting is one of the major call types in a number of industries – from healthcare to restaurant to travel. People […]

How to Deploy Conversational AI for Voice

APPROACH 1 DIY, from scratch Some companies opt to build their own DIY voice assistant in-house, from scratch.  Bank of America’s “Erica” Bank of America did just that with their AI-driven virtual financial assistant: Erica. This completely self-owned system was created by a development team of 100 people in 2017. It took the team nearly […]

No Longer Science Fiction: Nikola Mrkšić talks Conversational AI with Tivix

PolyAI’s CEO & co-founder Nikola Mrkšić spoke with Tivix about how PolyAI is leading the evolution in conversational AI, and the challenges faced along the way. Nikola, you come from a machine-learning background. When did you realize that there was a real need for conversational AI in customer service? Five years ago, telling large enterprises […]

The AI in Business Podcast: The CX Impact of AI for Voice with Nikola Mrkšić

The AI in Business Podcast from Emerj has just released their latest episode: The CX Impact of AI for Voice – with PolyAI CEO Nikola Mrkšić.  Nikola speaks with podcast host Daniel Faggella about why voice is critical for customer service, and the challenges presented by conversational AI design, such as creating a speech-to-text model […]

How Digital Banks Can Use Conversational AI to Disrupt Legacy Banks

On both sides of the Atlantic, mobile-first, online-only banks (“challenger bank” or “neobank”) have been taking both market share and mindshare away from legacy banks. The disruptive innovation of these new entrants has been underpinned by a focus on customer experience targeted at tech-savvy Millennial and Gen-Z customers. By doing away with traditional touchpoints like […]

3 Common Voice Assistant Errors, and How to Avoid Them

If you’ve tried voice automation – via Siri, Alexa, or a conversational IVR – chances are, you’ve had a bad experience. Maybe you were misunderstood or not understood at all, maybe you had to keep repeating yourself or maybe you made a mistake and couldn’t get the damn machine to go back and amend it.  […]

Conversational ID&V vs Voice Biometrics: A New Approach to Authenticating Customers on Customer Service Calls

Language is full of characters and words that sound frustratingly similar. Sorry, was that M or N? Did you say three, free, or tree? In normal conversation amongst friends, this is easily overcome but customers are less forgiving when they have an issue with a product or service. Before customers even get the opportunity to […]

7 Reasons Why Voice Assistants Are Crucial for Handling Holiday Peaks in Your Call Center

As we head into the holiday season, many call centers will be dealing with a peak in demand. These can be hard to accurately forecast, prepare for and manage. Overwhelming demand in the call center not only frustrates your customers, it also contributes to burn-out for call center agents, lower morale and higher rates of […]