Eliminating wait time and abandoned calls with easy to implement voice AI, PolyAI is changing the way enterprises handle customer service over the phone.
London, United Kingdom — PolyAI, a leader in voice-first conversational AI, today announced its availability with Amazon Connect, an easy-to-use omnichannel cloud customer service contact center from Amazon Web Services (AWS). The combination of Amazon Connect and PolyAI voice assistants will help enterprises reach new levels of customer self-service over the phone, across more languages. This will help customer service contact centers answer every call, eliminate wait times and deliver more personalized and convenient experiences for customers at a lower cost, and with fewer agents.
PolyAI and Amazon Connect
With just a few simple steps, enterprises can effortlessly transfer calls to a PolyAI voice assistant while always maintaining the ability to handover the customer to an Amazon Connect-powered call center when required. Now customers will be able to:
- Automate simple and complex customer interactions, such as short FAQs or negotiating availability for a reservation, in 100+ languages and dialects with a custom brand voice.
- Automatically identify and verify caller identity using natural conversation to provide personalized self-service 24/7, freeing up time for call center agents to focus on issues that require problem-solving, judgment and empathy.
- Capture and track custom analytics about customer service calls beyond simple call metrics, unlocking a new actionable source of front-line business intelligence.
“We’re really excited to announce PolyAI as an official Technology Partner for Amazon Connect at a time when call centres have been placed under enormous pressure from the global pandemic and persistent hiring challenges,” said Ramprasad Srirama, Partner Solutions Architect for Amazon Connect. “We’re seeing a surge in demand from our customers to offer more call automation, in more languages, for more complex types of customer service enquiries. Enterprises can now seamlessly leverage PolyAI with Amazon Connect to deliver superior customer experiences at a lower cost, in over 100 languages and dialects.”
Nikola Mrkšić, CEO and co-founder of PolyAI, commented: “We’re proud to partner with an easy-to-use, highly scalable and cost-effective contact center platform like Amazon Connect. The combination of Amazon Connect and PolyAI will help enterprises simplify their contact center operations, improve scalability, responsiveness and customer satisfaction. We’re excited to bring our voice-first conversational platform to Amazon Connect customers around the world.”
PolyAI builds enterprise voice assistants that carry on natural conversations with customers to solve their problems. Our voice assistants understand customers, regardless of what they say or how they say it.
We serve enterprises where customer conversation is an important part of doing business. Our customers include banks, hotels, insurers, restaurants, retail and telcos.
Our enterprise clients deploy PolyAI voice assistants to cut down on wait times and free up live staff to focus on calls requiring empathy and judgment. As a result, our enterprise clients see improved customer satisfaction, employee retention and operational efficiency.
PolyAI has previously been recognized by Gartner as a Cool Vendor in Conversational AI, and by CB Insights in the 2021 AI 100. PolyAI has been featured in Bloomberg, The Washington Post, The Wall Street Journal, The New York Times, Forbes and TechCrunch.