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...
Archives
Choosing Customer Goals to Automate
When considering automation within your customer service department, it is fundamental to understand customers’ end goals – the outcomes your...
Building Scalable AI Agents on Non-Linear Conversations
A whole lot of what’s being billed as ‘conversational AI’ today is not so much about artificial intelligence as it...
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...
The Future of AI Agents in Insurance Customer Service
We’ve recently spoken with several big name insurance companies about how they can begin to implement AI in their customer...
PolyAI awarded ‘Company of the Year 2019’ by the Cambridge Computer Lab Ring
We are happy to announce that PolyAI was named ‘Company of the Year 2019’ by the Cambridge Computer Lab Ring,...
We’re building the most accurate intent detector on the market
Intent detection is the task of classifying a user’s intent. For example, in the hospitality industry, intent categories might be...
Using conversational voice AI to manage ID&V in contact centers
We’ve recently been working with large contact centers to explore the best potential opportunities for conversational voice AI for their...
How do voicebots respond to customer queries?
If voicebots are going to be truly useful in your contact center, they need to be able to understand 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...
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...
Towards Composing Multilingual Conversations
Speaking more languages simply means reaching more people. This statement is equally true when it relates to humans or to...
A Repository of Conversational Datasets
Progress in Machine Learning is often driven by large datasets and consistent evaluation metrics. To this end, PolyAI is releasing...
The Magic Triangle of Dialogue Data Collection
Data is the driving force behind all our machine learning models. Although the word data itself buzzes a lot, the...
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...
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...
Moving from Engineering to Orchestrating Conversations
The idea of engineering chatbots has failed us for way too long. It’s time to embrace a new philosophy and...
The Age of Personal Assistants: More Machine Learning!
The first phone call was placed on March 10, 1876. Graham Bell shouted at his assistant: “Mr Watson, come here — I...