PolyAI

PolyAI in the wild 👀 The world's most lifelike AI agents have hit Las Vegas 🙌 #AIAgents #VoiceAI

🔮 The future of CX: What’s changing in 2025? Customer expectations are evolving. AI is playing a bigger role. And CX leaders are adapting fast. On our latest episode of Deep Learning with PolyAI, we break down findings from two major surveys on customer experience and contact center leadership. We covered everything from the shifting role of CX leaders to how agents really feel about automation. Key insights include: 💡 CX leaders are becoming more strategic and tech-focused 💡 Consumers are more open to AI-driven interactions than ever 💡 Contact center agents have mixed feelings about automation - some see opportunity, others worry about disruption Curious about what’s ahead? Tune into the full episode here: https://lnkd.in/eXbxj7Vv #DeepLearning #AIAdoption #CustomerExperience #CustomerEngagement

More and more chief executives and even board members are asking teams - What are you doing with AI? 🫵 In our AI in customer service trends report, 80% of CX and contact center leaders said that C-level executives expect them to use AI more. This growing pressure to "use more AI" could lead some organizations to invest in technology just for the sake of it. The key to successful AI projects is staying focused on business goals, ensuring that AI solutions drive real ROI. To understand how you can drive ROI with an AI agent in your contact center, read our guide: https://bit.ly/4hAdZs4 #AIAdoption #CX #CustomerEngagement

✋ Interruptions are a natural part of conversation. Some interruptions are useful. If somebody offers you a drink, they may go on to list ‘tea, coffee, water, juice, beer…’ If you don’t want a drink or you want one that’s already been listed, it's easier for both parties if you just interrupt. Other interruptions are less useful, making conversations harder than they need to be. When it comes to allowing customers to interrupt AI agents, there’s no hard and fast rule. That’s why we created the customer barge-in feature. With customer barge-in, you can decide whether customers should be able to interrupt your AI agent, or not, depending on what makes most sense for your particular use case.

"A clear lesson to the companies investing in multichannel support: The oldest communication technology can still have the most powerful impact." A new study finds that 86% of Gen-Z prefers calling customer service over chatbots, emails, or texts. Nearly 80% of Millennials and Gen-Z are also open to AI-powered voice assistants—as long as they work well. That means: ✅ Understanding natural speech ✅ Resolving issues accurately ✅ Reducing hold times Read more from Nikola Mrkšić for Forbes Technology Council: https://lnkd.in/eVdNwutu #CustomerExperience #AI #VoiceTech #GenZ

When implemented securely, AI can enhance the patient experience, improve outcomes, and reduce costs while providing strategic advantages for healthcare providers. Join PolyAI's Nicole Raynor, MBA, Jenn Cunningham, and Lauren Sullivan, Chief Information Officer at Howard Brown Health, for our upcoming webinar to learn: 🤝 How to build patient trust using voice AI agents 💬 Which use cases are perfect for voice AI in healthcare 🤔 What factors to consider when evaluating AI vendors ✅ How to deploy voice AI solutions for improved patient experience 🗓️ February 27th ⏱️ 1:00 PM CST Save your spot: https://bit.ly/4jVcJBe #AIAdoption #AIinHealthcare

"A clear lesson to the companies investing in multichannel support: The oldest communication technology can still have the most powerful impact." A new study finds that 86% of Gen-Z prefers calling customer service over chatbots, emails, or texts. Nearly 80% of Millennials and Gen-Z are also open to AI-powered voice assistants—as long as they work well. That means: ✅ Understanding natural speech ✅ Resolving issues accurately ✅ Reducing hold times Read more from Nikola Mrkšić for Forbes Technology Council: https://lnkd.in/eVdNwutu #CustomerExperience #AI #VoiceTech #GenZ

🔐 How do you safeguard generative AI? Generative AI is making headlines, and while it’s unlocking new possibilities, it also introduces new risks. From hallucinations to data breaches, deploying AI in customer interactions requires strong safeguards. With the right guardrails in place, generative AI can enhance your contact center while maintaining trust and security. Our latest guide outlines proven techniques for mitigating risks like hallucinations, data breaches, and prompt injections while maintaining trust and security. Get your copy in the comments👇 #GenerativeAI #AIadoption #AISafeguards

🤨 How do CX leaders really feel about AI, and do contact center agents feel the same way? Damien sits down with Kylie Whitehead, Senior Director of Brand at PolyAI, to unpack insights from two major surveys on customer experience trends and contact center leadership. Tune in and find out more about: 📊 The evolving role of CX leaders and their outlook on AI 🤖 How contact center agents actually feel about automation 🔮 What the future holds for AI-driven customer interactions Don’t miss this conversation. Listen now: https://bit.ly/4gGUTz0 #CustomerExperience #AI #ContactCenters #AIAdoption #Podcast

The line between customer service and CX is blurring. In our AI in customer service trends report 2025, we found that: 📈 75% of contact center leaders see themselves in a CX leadership role within five years. 📊 12% of CX leaders believe their role will evolve into Head of AI. This signals a shift: AI is becoming a core part of CX leadership. As automation and AI optimize customer journeys, CX leaders are seeing the opportunity to own AI strategy in their organizations. For insights from 100 CX and contact center leaders, get our latest report: https://bit.ly/3WXbW9a #CXleadership #AI #Customerservice