Poly AI is an advanced conversational AI platform designed to handle customer service calls with a high degree of natural language understanding. Its primary function is to automate call center operations, thereby resolving over 50% of customer calls while maintaining a high customer satisfaction rate.
Poly AI is ideal for large enterprises across various industries, looking to enhance their customer service experience, reduce operational costs, and increase customer loyalty.
Features
Multilingual Support: Handles calls in 10 languages, ensuring global reach.
High Call Containment: Achieves up to 8x increase in call containment compared to traditional IVR systems.
Real-Time Analytics: Offers a dashboard for monitoring and analyzing call data to improve performance.
Seamless Integration: Easily integrates with existing technology stacks without the need for replatforming.
24/7 Operation: Capable of resolving complex inquiries at any time, increasing call center capacity.
Enhanced Customer Experience: Reduces wait times and misroutes, improving CSAT and NPR scores.
Continuous Improvement: Utilizes AI to learn and improve from each interaction, ensuring ongoing enhancement of service quality.
Use Cases
Account Management: Assists customers with account-related inquiries and updates.
Authentication: Provides secure and efficient authentication processes.
Billing & Payments: Handles billing inquiries and processes payments.
Booking & Reservations: Manages bookings and reservations for various services.
Call Routing: Directs calls to the appropriate department or service.
FAQ Handling: Responds to frequently asked questions efficiently.
Order Management: Manages order inquiries and modifications.
Troubleshooting: Assists customers in resolving common issues.
Pricing
PolyAI offers a transparent pricing structure based on a per-minute usage model. This includes proactive performance improvements, maintenance, and 24/7 support. All plans include:
Access to a web ticket portal and 24/7 emergency support phone line.
99.9% SLA for uptime on phone lines.
Regular system upgrades and maintenance to ensure top performance.
Continuous integration of the latest technology to optimize performance.
Pros and Cons
Pros:
High multilingual support
Significant increase in call containment
Comprehensive real-time analytics
Seamless integration with existing tech stacks
Continuous improvement of AI capabilities
Cons:
Per-minute pricing may become costly for high-volume users
Implementation may require initial customization efforts
Dependence on AI may require continuous monitoring to handle edge cases
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