Nothing's worse than calling customer service, waiting for who knows how long to finally speak to an agent, just to have your problem solved in a mere two minutes!
PolyAI thinks they've found a solution to those countless hours of the terrible 'On-Hold' music we've had to struggle through in our lives.
PolyAI is a London based AI start-up working on a machine learning platform that will allow for a conversational artificial intelligence. Meaning that these AI agents would be able to understand customers and hold conversations without becoming confused. This would allow for quicker and more effective customer service at a fraction of the cost.
However, PolyAI is firm on it's stance that these AI agents should only be used to empower call centers rather than replace human labor. This would entail letting AI agents take care of relatively simple problems, whilst giving human agents more time to attend more complex issues that arise.
We believe PolyAI has a great idea and that there will definitely be a market for their AI agents if they manage to develop the platform. Good customer service is a major factor in companies achieving operational excellence, and these AI agents would help streamline operations, standardize processes, and minimize costs within any company.
So let's hope PolyAI succeeds in developing their platform so we can all save time when we call customer service!
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