Our Voice Assistant Spoke to Google Duplex. Here’s What Happened…
This summer, Google has been deploying its AI voice assistant called Duplex to call bars and restaurants in order to...
Archives
Digital Transformation Paralysis: The Doldrums of Customer Experience Transformation
Over the last few months, we have spoken with many B2C organisations with large contact centres. Without fail, we constantly...
Virtual Assistant Value Streams: Identification & Verification
This is part two of a four part article series in which we demonstrate how to identify value streams of...
Virtual Assistant Value Streams: Misrouted Calls
This is part one of a four part article series which will demonstrate how to identify value streams a virtual...
The Business Case for Customer Service Automation
Customer service automation is nothing new, but very little has actually changed since the IVR was developed in the 1970s…...
Why Businesses Regret Using Self-Build Solutions to Create Virtual Assistants
When it comes to building a virtual assistant, many companies will turn to bot-building platforms like Google Dialogflow, Amazon Lex...
Restaurant Tech: Conversational AI vs Touch Tone / DTMF
While many prefer to make bookings online, 50% of diners are still reserving tables over the phone. But answering every...
The Truth About End-to-End and Unsupervised Learning
There’s a common perception that creating an AI agent can be a simple process of end-to-end learning, where labelled data...
Humans and AI Agents are Working Together to Transform Restaurant Bookings
It’s no surprise that the restaurant industry is one of the UK’s most significant employers, with around 988,000 people working...
How PolyAI updates voicebots in minutes
Two of the main barriers holding companies back from embracing conversational AI and voicebots are cost and previous bad experiences....
PolyAI Awarded Disruptive Technology of the Year at Customer Contact Week Europe
We’re pleased to announce that PolyAI was awarded Disruptive Technology of the Year at the Customer Contact Week, Europe Excellence...
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...
Using conversational voice AI to manage bookings and appointments
We’ve recently been working on a voice assistant that uses conversational voice AI to manage bookings and appointments. In this...
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...
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...