Company: PolyAI, London, UK
Company Description: 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, including leading names in banking, energy, hospitality, insurance, retail, and telecommunications.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New Version
 Nomination Title: Customer-Led Voice Assistants for the Enterprise
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the features, functions, benefits, and results to date of the nominated product or service, OR written answers to the questions? (Choose one):
Written answers to the questions
- Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 326 words used.
PolyAI’s industry-leading conversational AI technology powers their customer-led voice assistants for contact centers. Regardless of a caller’s accent or connection issues, PolyAI’s customer-led voice assistants are able to identify callers’ intents and communicate with them in language so remarkably natural-sounding that many callers initially mistake the voice assistant for a live agent. Gone are the days of struggling to find just the right keyword to move the conversation forward as is typical with traditional interactive voice response (IVR) systems. Customer-led voice assistants allow callers to speak freely, use slang, interrupt and ask questions about different topics.
PolyAI’s proprietary natural language understanding (NLU) model can understand the context of a conversation to more quickly and effectively answer callers’ queries. It seamlessly collects customer information like dates and names as the conversation progresses, leading to less repetition, more accurate information and quicker resolution.
Voice assistants are available 24/7/365, so call abandonment rates and wait times both drastically drop for contact centers using them, which positively impacts customer satisfaction rates. Further, customer-led voice assistants are equipped with the most up-to-date company information, so in some cases, they can provide an even better customer experience than live agents. However, if the caller’s problem is too complicated for the voice assistant, it has the ability to transfer the call to a live agent. In the end, PolyAI's customer-led voice assistant can save callers’ time, curtail frustrations and improve interactions overall, galvanizing trust between customers and their favorite businesses.
Enterprises using PolyAI’s customer-led voice assistants can expect benefits beyond just happier customers. The data gleaned from conversations can be utilized to discover opportunities and inform operational improvements. PolyAI’s voice assistants can also be customized to fit an enterprise’s brand, and businesses that invest in a bespoke voice assistant can expect it to be trained and deployed to real customers in just a few weeks. PolyAI’s technology, capable of human-level conversations and understanding, will take any enterprise’s customer service to the next level.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 62 words used.
- If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:
August 2023. We make incremental refinements every few weeks, with significant advancements in our Studio (design and training) and Portal (analytics) platforms for administrative management of the voice assistant. By and large, we’ve had the same core solution suite since early 2022, as we’re incredibly focused on creating the singularly best customer experience specific to the voice channel.
- Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 216 words used.
Product Reviews
Analyst Reception
Performance
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Grew 300% YOY in 2022
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$70M in total funding
Customer Testimonials
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“This is next-level conversational AI, and it’s far and away better than anything else I’ve heard in the market.” Dan Eddie, Customer Service Director at Simplyhealth (PolyAI customer)
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“I listened to a number of different solutions and they all sounded quite robotic – PolyAI was the only one that actually sounded human-like. I was very impressed with PolyAI’s natural language understanding capabilities.” Jon Wells, Director Customer Contact at Carnival UK (PolyAI customer)
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“I gave PolyAI...ten recordings of my best agent, and I said, ‘Hey, this is what I want this to sound like,’ and PolyAI came back and made it sound exactly like her. So, that really impressed me because nobody else could do that. Nobody else in the industry that I reviewed has anything remotely like what PolyAI does...it’s very conversational and it’s real and it works.” Brian Jeppesen, Director, Contact Center Operations at Landry’s, Inc. (PolyAI customer)
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