#contactcenterworld, @twilio, @poly_ai
London, UK and New York, NY, USA, Mar, 2023 - Following a recent round of Series B funding, in which Twilio Ventures participated, PolyAI and Twilio announced the integration of PolyAI's customer-led conversational assistant with Twilio Flex and Twilio Programmable Voice, a contact center platform.
Despite the abundance of self-service options available to customers, only 9% of queries are fully resolved in digital self-service channels, according to Gartner1, while 71% of customers2 prefer to phone even when their queries could easily be fully resolved online.
"PolyAI's unique delivery model for conversational assistants now allows Twilio Flex customers to access PolyAI's proprietary technology along with our expertise in speech recognition, conversational design, machine learning and dialogue design," commented Michael Chen, Head of Partnerships at PolyAI. "This allows them to deploy solutions that elevate the typical call center workflow into a branded conversational experience."
The PolyAI integration is available as a Marketplace Stream Connector, a native capability within the Twilio console, so Twilio customers have a seamless UX to manage their connections to PolyAI conversational assistants alongside any other services.
"Conversational agents are a crucial capability that allows businesses to innovate and transform IVR systems into the customer-centric experiences that customers demand. PolyAI integration with Twilio Flex and Twilio Programmable Voice makes it easier for every business to personalize customer engagements and leave impressions that turn into repeat business," Andy O'Dower, Head of Product at Twilio.
#contactcenterworld, @twilio, @poly_ai
Posted by Veronica Silva Cusi, news correspondent
Create and scale voice, VoIP and SMS text messaging applications with a cloud platform.
PolyAI was founded in 2017 by Nikola Mrkšic, Tsung-Hsien Wen and Pei-Hao Su. The founding team has delivered some of the key deep learning breakthroughs in Conversational AI during their time at the University of Cambridge, including some of the first deep learning architectures for language understanding, dialogue management and language generation. PolyAI has offices in London, New York and San Diego.
Published: Friday, March 17, 2023
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