AI Tool for Customer Support
PolyAI builds customer-led conversational assistants that conduct natural conversations with customers to solve their problems. Our conversational 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 some of the leading names in banking, hospitality, insurance, retail, and telecommunications. Our enterprise clients deploy PolyAI conversational 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 was born in the same University of Cambridge lab that pioneered speech recognition. Together, we have published over 200 papers which have been cited over 14,000 times, and registered 7 patents with 4 more pending. PolyAI has offices in London, New York and San Jose.
Full overview from our catalog (read-only reference).
In-depth description and capability notes.
PolyAI is a customer-led conversational platform for enterprises¹. Here are some of its core features: 1. **Customer Experience**: It allows customers to speak naturally, interrupt, and change topics while maintaining a high-quality customer experience¹. 2. **Call Handling**: It can handle over 50% of calls, and it supports 10 languages¹. 3. **Revenue Generation**: It has been used to generate significant revenue through hotel room reservations¹. 4. **Capacity Increase**: It can resolve complex inquiries 24/7 at scale, allowing for larger volume handling without adding overhead¹. 5. **Customer Loyalty**: It reduces wait times, IVR time, and misroutes, leading to improved CSAT/NPR and increased CLV¹. 6. **Agent Satisfaction**: It reduces expensive turnover by allowing agents to take breaks and focus on meaningful work¹. 7. **Operational Excellence**: It provides actionable insights from real conversations, helping to identify issues, track progress, and seize new business opportunities¹. 8. **Security**: It offers 24/7 support and compliance certification to meet requirements in every industry¹. 9. **Integration**: It can seamlessly plug into your existing tech stack¹. 10. **Analytics**: It provides real-time insights without data gaps, manual compiling, or business decisions based on guesswork¹. It's designed to transform your call center into a revenue generator and modernize your customer experience stack¹. The platform is purpose-built for enterprise, with security and integration features that make it trustworthy and easy to implement¹. It also provides real-time analytics and insights¹. The platform is used across various industries including banking, healthcare, travel, and hospitality¹. It can handle heavy use cases such as authentication, order management, and billing¹. Source: Conversation with Bing