PolyAI

Say hello to the latest iteration of PolyAI’s Agent Studio: The only voice-first omnichannel platform for conversational AI. We’ve always taken a voice-first approach to building and designing AI agents. In our experience, focusing on voice first is the best way to create a robust ‘brain’ for an enterprise’s customer service, which can then be leveraged across other channels. In Agent Studio, users can create truly omnichannel AI agents that work off the same ‘brain’ to deliver consistent experience, wherever your customers are. With Agent Studio, we’re giving enterprises access to our AI agent toolkit so they can build, manage, and rapidly optimize customer service experiences in the same way they do for their website and apps. Here’s what you need to know: Complete control over AI models: An easy-to-use control panel that allows even non-technical users to develop robust rules that force LLMs to say the right thing, and take the right action, at every stage of the conversation. Access to PolyAI’s in-house LLM: Trained on both great conversations and successful API calls, ensuring that it’s always on-topic, on-brand, and doing what it says it’s going to do. Full transparency on AI-driven decisions: Review conversations and drill down into the reasoning behind certain utterances or actions. Intuitive interface to optimize CX: Control every aspect of experience from tone-of-voice and pronunciation to conversational flows to API calls.

AI can transform customer service. But only when it’s set up for success. Like any new hire, AI needs training, tools, and oversight to perform well. Which means: 🧠 Training it on the right knowledge bases 🎯 Connecting it to speech recognition and intent models 💬 Customizing how it responds to reflect your brand Your guide to safe and effective deployments is here → https://lnkd.in/eCm9zFFS

👋 If you’re interested in building more personalized, profitable customer journeys, visit us at the World Retail Congress in London from May 12 to 14. Our team will be talking about how leading retailers are turning their contact centers into engines of customer insight, and using voice AI to: 🧠 Understand every customer conversation at scale 📊 Surface real-time buying signals and friction points 💡 Share actionable insights across marketing, sales, and digital Your contact center isn’t just a support channel. With the right AI, it becomes your smartest source of truth for customer behavior. 📍Come and chat with us at the event: https://bit.ly/4k4fAXZ #WRC2025

Conversations with an AI agent can sound natural. But that’s only half the job. In customer service, accuracy matters just as much as tone. If your AI agent says “Okay, I’ve booked you in for 7 pm,” but hasn’t actually made the reservation in your system, that’s a broken experience. Our latest blog breaks down how to build AI agents that respond accurately and take the right actions, including: ✅ Safeguards to prevent inaccurate, irrelevant, and inappropriate responses ✅ Strategies for reliable responses ✅ How to document actions clearly in your knowledge base Read it here 👉 https://bit.ly/3SfZkHf

Nikola Mrkšić has been building PolyAI since 2017, long before AI was dominating the funding arena. The company develops voice-first AI agents in multiple languages for enterprise customer service, using proprietary models and technologies to make for the most lifelike conversations available today. We're a proud partner to them and were excited to see them included in this year's Sunday Times 100 Tech List, which is sponsored by HSBC Innovation Banking UK. Read the full article from The Times today to learn about their origin story and ambitions for expansion. Link in the comments ⬇️

Contact centers already have the data needed to create more personalized customer journeys. The problem is that this data is often unstructured and doesn't reach the teams who can use it to create better CX at every touchpoint. Here's how agentic AI changes that: 🧠 Turns customer conversations into structured insights 🛍️ Helps sales and marketing build campaigns that reflect what customers actually want 📲 Improves customer engagement across voice, digital, and in-store channels See how retailers are using contact center AI to personalize CX at scale: https://bit.ly/44ktwIC #RetailAI #AIadoption #PersonalizedCX

Your contact center is often the first touchpoint with customers, so trust and safety during conversations matter. PolyAI’s real-time safety filters are built to automatically block harmful content and keep conversations secure for callers, agents, and your brand. To give enterprises full visibility into AI-driven conversations, we’ve launched the safety dashboard, a powerful tool for monitoring and managing interactions. The dashboard gives insight into:
 ✅ Caller utterance risk level – Measures how risky incoming messages are and how well the AI manages them.
 ✅ Total calls – Tracks AI-handled interactions over time.
 ✅ Number & percentage of calls managed for risk – Identifies how often safety filters are triggered.
 ✅ Trends in flagged calls – Shows when and why risky conversations occur.
 ✅ Breakdown by risk category – Color-coded insights into flagged content (hate, self-harm, sexual content, violence). Our content filters combine PolyAI’s models with third-party services like Azure OpenAI to ensure harmful inputs are blocked and inappropriate responses are prevented. Speak to the team to learn more about our safety features and customer insights: https://bit.ly/3YcnYga

👋 PolyAI is at the Amazon Web Services (AWS) Summit today! Michael Chen and Jenn Cunningham are at the NVIDIA GenAI Pavilion chatting through PolyAI's work with AWS and highlighting some exciting developments we're making in the voice AI space. https://lnkd.in/e5MQ_5yN

Leading banks and financial institutions are showing what’s possible with the right AI in place. Here’s how they’re doing it: 💆 Reducing complexity in customer conversations by letting people speak in their own words, not just keywords. ✅ Improving NPS by automating routine calls and handing off the rest with full context to live agents. 💡 Freeing up agents for higher-value work and to upskill advance into fraud prevention teams. Read our latest blog to see how AI agents improve contact center operations in financial services: https://lnkd.in/etfwAEUr

AI agents, like human agents, improve with the right feedback. That’s where conversation review in PolyAI’s #AgentStudio makes a difference. With this feature, your teams can: 🔎 Review both customer and AI agent responses 💡 Drill down into specific calls using various filters (start time, number, duration, call flows, etc.) ✅ Export call data for further analysis 🎯 Improve AI accuracy by feeding corrections back into the system 🏷️ Flag transcription errors or missing topics and tag them for your team 📈 Share insights with the PolyAI team or update your knowledge base This continuous feedback loop helps refine AI models to anticipate patterns more effectively and reduce friction. It’s this constant learning that transforms everyday conversations into a seamless, positive customer experience.