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All Posts

PolyAI Encoder Model: Understanding as a Service

One of the fundamental building blocks of conversational AI is understanding natural language. AI agents need to understand what a user has just said in order to react accordingly. In this post I’ll give an intuitive explanation about how we solve this problem using the PolyAI Encoder model. Let’s start by looking at how humans […]

Using Conversational AI to Manage Bookings and Appointments

We’ve recently been working on a voice assistant that uses conversational AI to manage bookings and appointments. In this post, we’re going to look at the nuances involved in virtual agents to manage bookings and appointments, and share how we’ve been able to craft a reliable solution, soon to be rolled out over restaurants across […]

The Future of AI in E-commerce Customer Service

Buying physical products from a distance comes with risks. Customers want to know everything from how the product is made or sourced, to how it’s going to be delivered, to how they can send it back if it doesn’t meet their expectations. And while your company has processes in place to manage all aspects of […]

The Power of Convenience in Customer Service: Interview with Shep Hyken

Shep Hyken is the bestselling author of seven books about customer service. He’s worked with some of the most recognised brands in the world – including Disney, AmEx and Lexus – and many smaller companies, to advise on creating unbeatable customer experiences. We caught up with Shep Hyken to discuss the future of customer service […]

How do AI Agents Respond to Customer Queries?

If AI agents are going to be truly useful in your contact center, they need to be able to understand customer queries and formulate useful, semantically correct and appropriate responses. It’s not just about giving answers. AI agents need to be able to do the same things your human agents do, such as update customer […]

How do AI Agents Understand Customer Queries?

To provide excellent customer service, artificially intelligent agents (or AI agents) need to be able to understand what customers actually want. Our human understanding of the broad variance in natural language is easy to take for granted, but for AI agents, extracting the meaning from sentences is a complex process that’s still being explored by […]

The State of Conversational AI Today

There’s been so much hype around conversational AI that – unless you’re a researcher in the field – it’s difficult to know what’s possible and what’s not. From sloppy Facebook Messenger chatbots to fully sentient robot friends – the spectrum of AI in popular culture and our everyday lives is broad. The shift to conversation-driven […]

Neural Language Understanding of People’s Names

This is a deep-dive into one of the problems we face when we model dialogue: understanding mentions of people’s names in a restaurant booking system. This article presents how we approached the problem and solved it using some creative neural network structures. At PolyAI, we use datasets of billions of conversations and unstructured natural language […]

Towards AI-Assisted Customer Support Automation

There is a growing need for customer support automation using the latest AI technology, and it has the potential to completely change the industry landscape. The following roadmap outlines how PolyAI plans to achieve the ambition through step-by-step milestones, which also provide insights to contact center owners on how technology can be leveraged to transform […]