Nobody enjoys waiting on hold in a phone queue to reach customer service. But with the increasing costs of call centers and the push towards online chat and knowledge bases, it’s even more frustrating when you need help to make a phone call. Poly AI will change this by introducing competent artificial intelligence voice assistants. The technology is so seamless that you might not even realize you’re interacting with an AI.
It sounds like science fiction. Still, PolyAI’s business goal is reasonably practical – they aim to make their AI voice assistant systems accessible and affordable for enterprise customer services.
Poly AI owns Machine Learning tools.
Unlike other voice assistants that often try to predict conversations, PolyAI stands out with its innovative approach. Instead of relying on a limited set of pre-determined responses, PolyAI’s tool employs sophisticated machine learning, allowing it to react more authentically within a conversation.
What sets Poly AI apart is its commitment to genuine reactivity. While AI and digital voice assistants are commonplace, PolyAI’s platform takes a unique stance. The foundation of their system is built on the analysis of over a billion honest voice conversations. However, it ensures a more nuanced and natural interaction. This emphasis on real-world training distinguishes PolyAI in the evolving landscape of artificial intelligence.
What’s the world perspective?
The minds behind PolyAI crossed paths at the University of Cambridge’s Dialogue Systems Group, a leading lab for spoken dialogue systems research. Recognizing the shortcomings of existing voice assistant tech, especially over noisy phone lines. They launched PolyAI to create assistants that understand everyone equally well and make the experience enjoyable.
Poly AI co-founder Nikola Mrkšić notes the frustration caused by previous voice assistants, emphasizing the need for automated solutions to build goodwill with consumers. Contrary to job security concerns in call centers, Mrkšić argues that PolyAI streamlines routine calls. It allows human workers to focus on more meaningful, personalized conversations. By automating 50-90% of calls, call centers using PolyAI have seen increased customer satisfaction scores of up to 40%.
Noteworthy brands like Metro Bank, Greene King, Whitbread, and Starling Bank already trust PolyAI for customer support calls. With a recent $40 million series B funding, Poly AI is set for global expansion. The diverse team, hailing from 35 countries and speaking various languages, reflects PolyAI’s adaptability. The tech rapidly learns new languages while maintaining core logic and adapting its tone for each brand.
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