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PolyAI, a London startup founded by authorities in the field of “conversational AI” - including CEO Nikola Mrkšić who was simply previously the initially engineer at Apple-acquired VocalIQ - has brought up $12 million found in Series A financing to deploy its tech found in customer care contact centres. The round was led by Level72 Ventures, with participation from Sands Capital Ventures, Amadeus Capital Partners, Love Capital, and Entrepreneur First (EF). PolyAI’s founders happen to be graduates of EF, although they didn’t meet through the company building course but already knew one another from their time at Cambridge’s Dialog Devices Group, portion of the Machine Cleverness Lab at the University of Cambridge. “We started PolyAI in 2017, direct after submitting our PhD theses,” Mrkšić informs me. “At Cambridge, we produced state-of-the-skill conversational technology, and beginning a company was the best way to acquire this tech found in real life. We brought many of our Cambridge colleagues around and started setting up the commercial type of our conversational platform”. Targeting get hold of centres - in a bid to help with making these low-margin businesses even more scalable - PolyAI’s AI tech doesn’t just try to figure out customer queries but ensure they are often conducted in a truly conversational way, whatever the medium, that could be more than email, messaging or tone of voice.


In which a lot of conversation AI or tone of voice assistants collapse, says Mrkšić, is that they aren’t able to really follow a conversation, often lacking the opportunity to understand signifying within the context of a conversation’s record or follow-up dialogue. “Our proprietary technology allows the AI agents to aid really complex use conditions,” he says. “Our agents are designed around a framework for modelling context, this means they can hold very long conversations and keep in mind all pieces of facts that users had previously shared. The backend styles are data-driven, and they are domain and language agnostic. This enables them to seamlessly level across different use cases and world languages. In practice, this signifies that we don’t need to hand-craft agent behaviour - AI agents can study by observing human being agents at the job”. That’s a hard nut to crack, which is why Mrkšweć believes deep vertical integration with call centres will manufacture the very best outcomes.

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He doesn’t rule out either buying a tiny to medium-sized contact center or forming a strategic partnership to expedite improvements in PolyAI’s providing and the company’s understanding of how contact centres operate. His thesis is definitely that AI can help make call centres more worthwhile, although, in early stages in the startup’s lifestyle, the case isn't yet proven. Linked to this, Mrkšweć and his group aren’t proposing that “AI agents” replace human brokers altogether but work alongside them, quite literally, with each playing with their respective strengths. PolyAI co-founder and CTO Shawn Wen argues that equipment can do a lot of things that humans struggle with, including having “instant access” to all or any of relevant information needed to support a customer. At peak circumstances, this may mean AI agents managing calls autonomously if human being agents aren’t obtainable, while leaving human agents with the more technical edge cases or kinds where they are able to bring the most benefit through individual empathy and EQ. “We intend to pursue very limited integration with get in touch with centres - be that through M&A, investment or perhaps other profit-sharing plans,” adds Mrkšić.


“Whichever model we finish up pursuing, we want total alignment between PolyAI and get in touch with centres. Way too many AI companies have died trying to find favourable program licensing agreements years before their technology was all set for wide-level deployment. We consider vertical integration is the greatest way to fast-monitor the production of our ML program, as well as for PolyAI to remain independent in the long-term”.




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