PolyAI

The world's only customer-led conversational platform for enterprise.

Conversational AI Customer Experience Voice Assistant Enterprise Solution Real-Time Analysis Integration and Deployment

Tool Information

Primary Task	Voice assistants
Category	ai-and-machine-learning
Sub Categories	chat-and-conversation voice-and-speech-recognition customer-support
Country	United Kingdom

PolyAI is a customer-led conversational platform designed for enterprise use. It focuses on delivering a solution that resolves customer queries efficiently, aiming to improve the user experience in chat and voice conversations. The tool uses advanced AI technology to create dynamic and lifelike interactions, allowing customers to speak naturally, interrupt, change topics, and still have an engaging customer experience. PolyAI allows for the design, integration and deployment of a customised voice assistant within a short period. The voice assistant can be integrated seamlessly into an existing tech stack, reducing the need for risky replatforming. The customer interactions are monitored and insights are derived in real time, helping to stay on top of issues such as site problems, trends, or a rise in specific product inquiries. These insights can help make informed business decisions and enable continuous learning and improvement.The platform supports a variety of industries such as consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom, travel, and utilities. The solutions are suited to meet requirements for diverse use cases like account management, authentication, billing and payments, booking and reservations, call routing, FAQs, order management, and troubleshooting.PolyAI prides itself on delivering security, with 24/7 support and compliance certification to meet regulations across all sectors - including those most heavily scrutinised. This system is also designed for easy implementation with out-of-the-box and custom integration options that enable compatibility with an existing tech stack.PolyAI aims for improved customer experience, operational efficiency, and increased customer satisfaction while helping businesses modernise their customer experience strategy.

PolyAI is a London-based company that specializes in developing artificial intelligence solutions, particularly enterprise conversational assistants. Founded in 2017 by Nikola, Eddy, and Kenn So, the company aims to improve customer service through effective communication between businesses and their customers.

PolyAI's main products are advanced conversational AI assistants that can understand and respond to customer inquiries naturally, regardless of their complexity. These assistants are integrated into large-scale enterprise applications in sectors such as hospitality and entertainment, particularly in restaurants, hotels, and casinos in the US and UK. The company has raised $118.5 million in funding and is valued at approximately $500 million, generating $29.4 million in revenue with a team of 246 employees.

Pros
24/7 call answering Personalized content and ads Optimized loading speed Error detection Bot and human differentiation Form implementation Language and region customization Visitor interaction reports Google Analytics integration Vimeo integration for preference saving Marketing cookie usage for relevant ads Customer-led conversational platform Real-time interaction analysis Integration and deployment assistance Advanced language learning algorithms Allows natural conversation style Customized voice assistant creation Seamless tech stack integration Customer interaction monitoring Dynamic conversation capabilities Suitable for diverse industries Fulfills varied use case requirements Security and compliance certification 24/7 support Effective in heavily regulated sectors Out-of-the-box and custom integration options Aims to improve customer experience Aims at increasing customer satisfaction Aims at improving operational efficiency Efficient modernized customer service strategy Handles over 50% of calls Available in 10 languages High CSAT scores Revenue generation from room reservations Several-fold increase in call containment Ability to handle complex inquiries Can manage large volumes Potential for revenue gains Reduced wait times Improved customer loyalty Identify and track issues & opportunities Reduced agent turnover Continuous learning and improvement Specific product inquiry tracking Seamless integration into existing tech stacks No risky replatforming needed Real-time dashboard for issue tracking Security and compliance certification Out-of-the-box custom integration options No data gaps Resolution of heavy use cases

Cons
Utilizes extensive cookies Relies on replacement not enhancement Vimeo dependency for video content Possible privacy implications Heavy reliance on user preferences Replatforming might be needed Integration complexity with certain tech stacks Broad range of use cases Limited custom voice assistant design Real-time dashboard can be overwhelming

Frequently Asked Questions

1. What is PolyAI?

PolyAI is a customer-led conversational platform designed for enterprise use. The platform resolves customer queries efficiently using advanced AI technology to provide a seamless user experience in chat and voice conversations.

2. How does PolyAI use AI technology in its service?

PolyAI leverages advanced AI technology to create lifelike, dynamic interactions that allows customers to speak naturally, change topics, and interrupt, while maintaining an engaging customer experience. It uses machine learning algorithms to learn from customer interactions and improve over time, offering a more personalised and efficacious customer service.

3. What are the main features of PolyAI?

The main features of PolyAI are its ability to create lifelike and dynamic interactions using advanced AI technology, design, integration, and deployment of customised voice assistants, real-time analysis of customer interactions, customer interaction monitoring, and support for a wide variety of industries and use cases such as account management, authentication, and more.

4. How does PolyAI use cookies?

PolyAI utilises cookies on their website to personalise content and ads, store user consent, and optimize loading speed. Cookies are also used to detect errors, distinguish between humans and bots, and implement forms. In addition, preference cookies remember user preferences such as language and region, while statistic cookies help understand how visitors interact with the website by collecting and reporting information anonymously. Marketing cookies track visitors across the website to deliver relevant ads.

5. What is the benefit of using PolyAI for customer service?

The use of PolyAI for customer service offers numerous benefits including immediate 24/7 call answering without the need for human agents, improved customer experience with dynamic and lifelike interactions, easy integration and deployment of a customised voice assistant in existing tech stacks, real-time monitoring and analysis of customer interactions, and continuous learning and improvement.

6. How does PolyAI integrate with existing technology stacks?

PolyAI integrates seamlessly with existing technology stacks, eliminating the need for risky replatforming. The platform can customise, integrate and deploy a voice assistant within a short period, making it a pliable solution.

7. Does PolyAI provide real-time analysis of customer interactions?

Yes, PolyAI provides real-time analysis of customer interactions. This helps to stay updated on issues like site problems, trends, or a rise in specific product inquiries, thereby enabling informed business decisions and continuous learning.

8. How is PolyAI customised to suit specific enterprise requirements?

PolyAI is flexibly customised to suit specific enterprise requirements. It supports a wide array of industries and use cases, and is designed to integrate seamlessly into existing tech stacks. Its AI system is capable of creating dynamic, human-like interactions, and can be deployed to provide a customised voice assistant within a short period of time.

9. What sectors and industries are supported by PolyAI?

PolyAI supports a diverse range of sectors and industries including but not limited to consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom, travel, and utilities.

10. How does PolyAI ensure security and compliance?

Security and compliance at PolyAI is ensured through operating on a robust security framework with 24/7 support and compliance certification. The platform meets regulations across different sectors and industries, including those that are heavily scrutinised.

11. What kind of customer experience strategy does PolyAI aim to deliver?

PolyAI aims to deliver a unique customer experience strategy by allowing customers to communicate naturally, changing topics and interrupting while still providing an engaging and satisfying interaction. The platform monitors customer interactions in real-time, providing intelligent insights to improve services and identify potential issues or trends.

12. What are some possible use cases for PolyAI?

Possible use cases for PolyAI include account management, authentication, billing and payments, booking and reservations, call routing, FAQs, order management, and troubleshooting, among others. It can adapt to a myriad of scenarios across a wide spectrum of industries.

13. What are the integration and deployment options for PolyAI?

PolyAI offers both out-of-the-box and custom integrations for deployment, ensuring a safe and easy integration process with existing tech stacks. Furthermore, the platform also allows for the design and deployment of a unique and customised voice assistant as per enterprise requirements.

14. How is the customer experience improved with the use of PolyAI?

PolyAI improves the customer experience by providing a conversational platform that allows them to speak naturally, change topics, and interrupt without hindrance, therefore maintaining an engaging customer interaction. It also improves operational efficiency allowing calls to be handled 24/7, and provides real-time insights which helps in the identification of issues and tracking progress.

15. What role does Google Analytics play in PolyAI's functioning?

PolyAI uses Google Analytics to collect data on the device and behavior of visitors. This data helps to understand how users interact with the website, thereby enabling the platform to offer more personalised user experiences.

16. How does PolyAI handle the issue of distinguish between humans and bots?

Through the use of cookies, PolyAI can distinguish between humans and bots. This helps in ensuring that user interactions on the website are legitimate and optimises the user experience by preventing repetitive actions by bots.

17. How does PolyAI handle diverse customer interactions like interruptions and topic changes?

PolyAI handles diverse customer interactions using their advanced AI technology, allowing for a natural conversation flow even with interruptions and topic changes. The system can manage dynamic conversations, ensuring that customers always have an engaging and satisfactory experience.

18. How quick is the design, integration, and deployment process of PolyAI?

PolyAI offers a swift design, integration, and deployment process, typically completed within six weeks or less. This includes everything from designing an engaging voice and personality for the AI representative, to integrating it into the existing tech stack and deploying it at a speed suitable for the business.

19. Does PolyAI offer any solutions for troubleshooting in a business?

Yes, PolyAI offers solutions for troubleshooting in businesses. Its real-time monitoring and analysis of customer interactions allow for swift identification and resolution of site problems, offering insights into trends and specific product inquiries.

20. What's the role of the 'preference cookies' in the PolyAI system?

The 'preference cookies' in the PolyAI system retains user preferences such as language and region. This feature enables the website to offer a customized experience based on the user's stored preferences, enhancing user satisfaction and engagement.