Nowadays, all companies have come to realize that customer service is an essential part of any business. It is very helpful to retain loyal customers and to convert them into long-term profitability. With everything evolving technologically, customer servicing is also moving forward, and businesses are constantly looking for new ways to improve their customer relationships.  

This is where applications like Poly AI come into play. Poly AI offers solutions to that long queue to the traditional IVR. It handles real human conversations easily. Let's dive deeper to understand Poly AI. 


What is Poly AI?


Poly AI was launched in 2017 by researchers from the University of Cambridge. It is a human-like voice assistant platform that uses enhanced AI to handle customer services. It can handle customer calls, informing about their order delivery time, appointment booking, product queries, pricing, and others without any assistance from a human agent.  

Poly AI can understand complex queries, carry on conversations, and respond to the customer’s needs.


Key Features of Poly AI


  • AI voice for customer service: Poly AI was designed to provide services to customer support calls, so that employees do not have to tell the customer about FAQs and can divert their energy into something more productive.  
  • Everyday language: Poly AI can understand the human everyday language and can also reply to the person behind the call in a human way only. The software can process complex queries and answer them in the simplest way that does not feel scripted.  
  • Multilingual Support: Companies working on a global level can rely on this platform as it is equipped to provide multilingual support. It is programmed to decode the accent and language of customers from different regions.  
  • Seamless CRM integration: Poly AI integrates smoothly with CRM tools like Zendesk and Salesforce. This allows it to access customer history instantly and offer personalized support without asking repetitive questions  
  • High Accuracy: The system is highly accurate in understanding customer intent and emotions. It delivers real-time insights and performs well even when callers speak quickly or with unique accents, reducing misunderstandings.  

Benefits of Poly AI


Businesses have the following reasons to adopt Poly AI in their workforce:  

  • All-Time Service: Unlike humans who need time to rest, Poly AI can work continuously 24/7 without breaks. This expands the scope of providing customer support from all locations.  
  • Reduced Expenses: Poly AI can handle thousands of inquiry calls which otherwise would have been done by multiple employees, which costs more. Now, companies can invest in hiring professionals in other sectors where human involvement is needed more.  
  • Personalized Responses: The responses generated by Poly AI do not feel scripted or repeated. The AI is designed to convey personalized replies that make the client heard. On the other hand, with humans it can sometimes feel repetitive or scripted. 
  • Scalability: Poly AI can handle numerous calls in one go and can also switch platforms instantly. It’s like a communication expert with multiple hands. This helps by not missing any clients and to handle peak seasonal time. 

Practical Applications of Poly AI


Poly AI has been recognized as an important team member in many sectors. Below are detailed real-world applications:

  • Banks and Finance: Everyone has been in a situation where you had to call bank to interrogate about our bank details, defaulted transactions and interest rate inquiries. Poly AI becomes useful in financial areas as they receive thousands of calls like this daily.  
  • Hospitality: Calls get picked up and answered in seconds through this automated voice assistant. From pricing to check out information, everything is responded without any delay or time restrictions.  
  • E-commerce: Online businesses face a high volume of order-related queries. Poly AI can track and answer your order delivery, return and exchange requests and answer product availability.  
  • Telecom: Network complaints and troubleshooting issues are common complaints and inquiries in the Telecom department. Poly AI helps by providing data usage and billing information, scheduling technical visits, and assisting with plan updates.  
  • Healthcare: Appointment and doctor availability questions will be answered quickly through this application. It will also be able to reply to health-related FAQs.  

Challanges of using Poly AI


Every powerful application has its own shortcomings and its necessary for any business to be aware of them before adapting this technology:  

  • Integration Complexity: Poly AI needs to be connected to CRM system and customer databases. If a company has a complex mechanism, this process can take time or the help of professionals.  
  • Emotional Support: Though Poly AI can understand human emotions, it still cannot process how to show empathy and urgency to an emergency case.  
  • Initial Setup: This platform is very helpful in the long run. However, during its initial stage, it can be a little difficult to set up and to get trained to use it efficiently.  
  • New Technology: Existing employees might reject using Poly AI in fear of being replaced or if they are ignorant of learning new technology.  
  • Costly for Small Business: Poly AI offers enterprise-grade voice AI, which may be more expensive for small businesses with limited budgets. The cost includes setup, training, and usage fees based on call volume.  
  • Compliance: Handling customer details can also mean handling personal data. Companies need to ensure that Poly AI is abiding by the rules laid down by the local government.  

Conclusion


In a world where customer experience determines brand positioning in the market, Poly AI offers a smarter way for businesses to stay connected with their audience. By enabling natural and intelligent conversations, it solves real business challenges without making customers feel ignored.