PolyAI

After returning from the pandemic I was given an extra 40,000 calls per month to handle. We were not able to recruit and hire to meet the demand. Callers were waiting 40+ min just to get a simple question answered or transfer to a dept. Poly AI was able to implement a natural, conversational voice assistant to help handle these calls. I was hoping for about 50% containment. It took 4 weeks to deploy and handled 87% of the calls from day 1 without the need to go to an agent. This allowed my agents to focus on revenue producing calls and provided a much better customer experience at a fraction of the cost.

Pros

It is a real voice and not robotic. It far exceeded my expectations, handling over 80% of simple transaction calls day 1 without the need to speak with an agent, delivering a much better customer experience. Was very cost effective and flexible in pricing options to meet our needs.

Cons

Would like to see better voice analytics on the calls that are recorded.
Reason for choosing PolyAI
Nobody could produce a better quality voice that was real and natural. They were most flexible in pricing structure and one of the most ecomical of all choices.