My PolyAI review: is it worth the hype?

Have you ever heard of a freelance writer needing a customer assistant? Yeah, neither had my friends.

The idea sparked on a Friday night out with the guys. As we swapped work woes around, I mentioned how overwhelming it was to juggle client projects, answer endless emails, and attend meetings across time zones. “I think I need a customer assistant,” I concluded.

The deep belly laughter that erupted around the table was immediate, and I couldn’t help but join in, suddenly wondering if I needed help or was overthinking. But then, three weeks later, my tech consultant friend texted me a link to PolyAI’s website, saying it was an AI conversational software he’d test-run for a high-end hotel and that it could be my customer assistant.

Eager, I initiated a setup and decided to give PolyAI a try. Did it solve my dilemma? Did it live up to my friend’s hype? You’ll want to read on to find out. 

Key takeaways 

• PolyAI excels in delivering human-like interactions and handling a wide range of customer inquiries while automating routine tasks to improve efficiency.

• The platform supports over 45 languages, facilitating global communication for businesses with diverse customer bases.

• The sign-up and AI assistant creation process for PolyAI is straightforward. 

• PolyAI operates on a custom pricing model, which may be a call for budget concerns.

• PolyAI integrates easily with existing CRM and contact center platforms.

• PolyAI is particularly beneficial for industries with high customer interaction volumes, such as e-commerce, healthcare, telecommunications, hospitality, and finance, and helps to improve customer satisfaction and operational efficiency.

PolyAI intro: How did it come about? What has it done so far?

Founded in 2017 by Nikola Mrksic, Taking-Hsien Wen, and Per-Haosu as a spin-off from Cambridge University’s Machine Intelligence Lab, PolyAI is an artificial intelligence company based in London, United Kingdom, that specializes in developing conversational AI for customer service applications across various industries. The company focuses on creating intelligent virtual assistants capable of engaging in natural, human-like interactions, significantly enhancing customer experiences across various industries.

 The PolyAI platform uses a machine-learning system pre-trained on billions of customer interactions, so companies don’t have to create custom AI training datasets. The company’s conversational AI platform uses spoken language technologies, speech synthesis, retrieval, and generative AI models to deliver voice-first customer experiences.

PolyAI voice assistants can handle complex inquiries, authenticate calls, complete transactions, and effectively route calls, resolving up to 50% of customer service calls without human intervention. Clients include major corporations like FedEx, Marriott International, and Caesars Entertainment. As of 2023, PolyAI reported a 93% customer satisfaction score and a 97% customer resolution rate.

Getting Started On PolyAI and Building Fred, my AI conversational assistant 

To get into exploring PolyAI, I headed to the website and perused it for a little more than 5 minutes due to its fun colors and intuitive designs, which were easy on the eyes and captivating. 

But I had to snap out of that to get the wheel running. The first navigational button I clicked was the Request for Demo since I couldn’t find one with a full-on sign-up.

This command was pushed in a form with empty spaces that needed my name, work email, phone number, role, address, location, call volume, and a clear but brief message about my project.

After filling these in, I checked off a reCAPTCHA and submitted it.

That automatically completed my sign-up process and led to the next step: dashboard navigation.

There, I had to get my assistant ready. To do that, I pressed a button that said “Create new assistant,” gave it a name (Fred), and chose the preferred language of communication. Then, to establish a more profound understanding between us, I had to set “intent,” which are likely questions my clients might ask Fred during a call.

Next, I had to train it by providing hypothetical but realistic dialogue examples and phrases. For example, I knew that if a particular client of mine wanted to ask for content progress, they would say, “How long till we publish?” So, Fred needed to be aware to learn the ropes quickly.

Next, I crafted detailed responses, which included text and voice format to achieve that humanlike interaction-ness.

Before I went live, I tested it with the built-in testing tool to gauge our conversations and ensure my assistant would respond correctly.

These were what I used for the training. What came next was of course integration.

PolyAI feature analysis 

This is a table I formulated based on PolyAI’s impressive string of features to prepare you ahead of what to expect.

Features	Description	Benefits	Unique Selling Points
Human-Like Voice Interactions	PolyAI utilizes advanced natural language processing (NLP) and automatic speech recognition (ASR) to create lifelike conversations.	Enhances customer engagement by making interactions feel more personal and less robotic.	The AI can handle interruptions and topic changes, mimicking natural human conversation flow.
Integration Capabilities	Seamlessly integrates with existing tech stacks using a unified interface.	Reduces the complexity of implementation and allows businesses to leverage current systems.	Supports various platforms, including CRM systems, enabling smooth data flow and operational efficiency.
Customization Options	Offers tailored voice assistants with branded personalities suitable for different industries.	Allows businesses to maintain brand identity while providing customized customer experiences.	Customization can include tone, style, and specific industry jargon to enhance relatability.
Real-Time Analytics	Provides live monitoring of performance metrics and customer interactions.	Enables businesses to make data-driven decisions and quickly adapt strategies based on insights.	The dashboard offers actionable insights into customer behavior and trends, enhancing operational agility.
24/7 Availability	AI operates around the clock, handling inquiries at any time without human intervention.	Improves customer satisfaction by reducing wait times and ensuring immediate responses to queries.	Particularly beneficial for businesses with global operations or high call volumes during off-hours.
Support for Multiple Channels	PolyAI can operate across various platforms, including mobile apps, social media channels, websites, and messaging services.	Increases accessibility for customers, allowing them to engage through their preferred channels.	Multi-channel support ensures a consistent experience regardless of how customers choose to interact.
Compliance and Security Features	Adheres to industry regulations (e.g., GDPR) with strong data privacy measures in place.	Builds trust with customers by ensuring their data is handled securely and responsibly.	Regular audits and compliance certifications make it suitable for heavily regulated industries like healthcare and finance.
Multi-language Support	45 languages, including English, French, German, Spanish, Polish, Portuguese, Swedish, and many others.	Supports multiple languages for diverse customer bases, enhancing communication effectiveness.	Facilitates global reach for businesses, ensuring effective service delivery across different regions.

An account of PolyAI’s performance in my workflow 

Here’s my firsthand account of how PolyAI has integrated into my freelancing workflows and what I’ve discovered thus far.

Managing client inquiries during my peak work hours 

One of the biggest challenges I fsszace as a freelance w where the week weekriter is managing client inquiries during busy periods, especially when working on multiple deadlines. I decided to test PolyAI by setting it up to handle common questions from clients, such as project timelines, invoice statuses, and availability for new work. PolyAI performed impressively well in this task.

It responded to straightforward questions almost instantly, saving me from pausing my writing to reply to emails or calls. For example, when a client asked about their draft’s status, the AI quickly gathered relevant information from my project management tool and provided an accurate update. This responsiveness gave my clients the impression that I was always available without being glued to my phone or inbox.

However, there were moments when the AI struggled with more nuanced inquiries. For instance, when a client asked about combining two separate projects into one timeline, PolyAI couldn’t quite grasp the context and ended up providing generic responses. While this wasn’t a dealbreaker, it did highlight the need for human intervention in more complex conversations.

Scheduling and administrative tasks

Another area where I tested PolyAI was automating scheduling tasks. 

Coordinating schedules can be tedious and time-consuming for someone who frequently juggles meetings with clients across different time zones. In this context, PolyAI excelled. It seamlessly integrated with my calendar and could propose available time slots to clients without requiring me to check my schedule manually. 

One time, when a client requested a meeting for feedback on a draft, PolyAI not only suggested suitable times but also sent out calendar invites once the meeting was confirmed. This automation was a huge time saver. The only hiccup I encountered was during rescheduling requests. If a client wanted to move an already confirmed meeting to another day while keeping specific conditions (e.g., “same time next week”), PolyAI occasionally got confused and suggested conflicting slots. This required me to step in and manually resolve the issue.

Handling repetitive administrative questions

I tested PolyAI’s ability to handle repetitive administrative queries like payment terms, contract details, and file-sharing instructions. These questions often interrupt my creative flow but are essential for maintaining smooth client relationships. PolyAI handled these routine inquiries exceptionally well. It provided clear answers based on preloaded information I had set up in its database. 

For instance, when a client asked about payment deadlines or how to access shared files on Google Drive, the AI delivered precise instructions without delay. While it worked flawlessly for most standard queries, there were occasional issues with understanding less common phrasing or colloquial language used by clients. For instance, when someone asked about “settling dues” instead of “paying invoices,” the AI took longer than expected to interpret the request correctly.

Handling initial client consultations

Initial client consultations are often time-consuming but essential for securing projects and aligning expectations. I tested PolyAI by setting it up to pre-qualify leads before the meeting. It performed surprisingly well by engaging potential clients in natural conversations, explaining my services, asking relevant questions about their project needs, and setting expectations around timelines and pricing. 

For example, when a lead inquired about content creation services, PolyAI walked them through my service packages and gathered details about their target audience and project scope. 

This saved me from spending time on calls with clients whose needs didn’t align with my expertise. However, there were challenges when clients asked open-ended questions about my creative process or revision policies. In such cases, PolyAI provided generic responses that lacked the personal touch I typically offer during these discussions. Additionally, it occasionally struggled to accurately gauge budget constraints or timeline expectations, leading to follow-up conversations where I had to clarify these points.

What i like about PolyAI 

High-quality, human-like voice interactions

From the moment I started using PolyAI, I was impressed by its ability to engage in conversations that sounded incredibly human. As a freelance writer, I often need to communicate with clients over the phone for project discussions or feedback. The warm and natural tone of PolyAI made these interactions feel less mechanical. I recall one instance where a client expressed delight at speaking with an AI that didn’t sound robotic; it reassured me that this tool could effectively represent my brand in client communications.

User-friendly interface and easy integration

Setting up PolyAI was surprisingly straightforward. I’m not particularly tech-savvy, as I’ve spent most of my career trajectory familiarizing myself with words, but the intuitive interface made it easy to navigate. Integrating it with my existing project management tools was seamless, allowing the AI and I to manage client calls and inquiries without regular technical halts. This ease of use meant I could focus more on writing and less on troubleshooting. Which honestly, I do not have the tiniest time of day for.

Effective automation of client calls

One of my standout features was how PolyAI efficiently automated routine client calls. With multiple clients often reaching out for quick updates or clarifications, having an AI handle these common inquiries was a lifesaver. It could manage appointment confirmations or simple questions without needing my direct involvement. This automation saved time and allowed me to dedicate more energy to crafting high-quality content. Again, that’s what I’m really all about.

Enhanced client experience

PolyAI’s 24/7 availability was another game changer. Clients could reach out anytime without facing lengthy hold times or waiting for me to respond during busy periods. For instance, there was a late-night call from a client needing urgent feedback on a project; instead of leaving them hanging until morning, PolyAI stepped in and provided immediate assistance. This capability significantly improved my responsiveness and overall client satisfaction.

Data-driven insights

The analytics dashboard provided by PolyAI offered valuable insights into call trends and client inquiries. This feature allowed me to identify common client questions or concerns, enabling me to proactively address these issues in my writing or during meetings. For example, when I noticed an uptick in requests for specific content types, I adjusted my pitches accordingly, enhancing my service offerings.

Things that need reworking 

Limited voice analytics features

While the data insights were helpful, I wished for more robust voice analytics capabilities. The current offerings felt basic because having deeper insights into client sentiments or more granular data on conversations would have been beneficial for refining my approach to client communication.

Challenges in handling complex scenarios 

PolyAI performed admirably with routine inquiries but occasionally struggled with more complex scenarios that required nuanced understanding. For example, during one call where a client had multiple questions about different projects, the AI faltered and needed to transfer the call to me. This highlighted an area where ongoing training and optimization could enhance its performance.

Public acceptance hurdles

One unexpected challenge was the public perception of AI interactions. Some clients were initially skeptical about communicating with an AI assistant, perceiving it as impersonal or even rude at times. This reaction often stemmed from unfamiliarity with AI technology rather than shortcomings in PolyAI’s performance. This made me realize that while the technology is advanced, PolyAI still has work to be done to build public acceptance.

Occasional performance lags

Lastly, there were moments when performance lagged slightly during high call volumes. While these instances were infrequent, they created some frustration for both myself and clients alike. It served as a reminder that even cutting-edge technology can have its limitations. And I had to step in. 

PolyAI pricing structure

PolyAI subscription plans are not available from the regular shop. This implies that the subscription plans do not have dollar signs or figures next to them for your reference. It’s designed this way since customers’ needs vary and are not predictable, so pre-fixed prices are not practiced not to hinder transparency but to achieve scalability peculiar from one customer to another. This is how Poly.ai charges:

• Quotation-Based Premium Plans: PolyAI offers premium plans for which pricing is available upon request.

• Per-Minute Basis: Ongoing use of the voice assistant is priced on a per-minute basis, which includes proactive performance improvements, maintenance, and 24/7 support.

However, while its features and performance justify the cost for customers seeking enhanced customer experiences and operational efficiency, its custom pricing model may present challenges for budget-conscious businesses or those with fluctuating usage volume.

PolyAI vs. Character AI 

Features	PolyAI	Character AI
Core focus	Designed for open-ended conversations and customer service applications.	Emphasizes on creating immersive, character-driven narratives with detailed backstories.
Voice interactions	Offers high-quality human-like voice interactions, enhancing engagement in customer service scenarios.	Primarily text-based, it does not emphasize voice features.
Integration capabilities	Seamlessly integrates with existing systems such as CRMs and customer support platforms, making it easy to implement in business environments.	Limited integration capabilities; primarily standalone for character interactions.
Customization options	Allows businesses to customize the AI’s persona to align with brand identity while maintaining a straightforward interaction style.	Highly customizable characters with rich narratives; users can create unique personas with detailed traits and histories.
Memory and context handling	Limited memory capabilities; struggles with complex context switching in more extended conversations, which can lead to confusion in multi-part inquiries.	Strong memory features allow for conversation continuity; users can pin messages for ongoing narrative development.
User experience	Provides a user-friendly interface tailored for business applications, focusing on efficiency and quick responses during customer interactions.	Offers an immersive experience ideal for storytelling and roleplay, appealing to users who enjoy creative narratives.
Content filler	No content filters allow for unrestricted conversations, which can be beneficial in specific contexts but may lead to inappropriate exchanges if not monitored.	Implements content filters to restrict explicit or violent content, ensuring a safer environment for users focused on storytelling without crossing sensitive boundaries.

Thus, both AI platforms have strengths that cater to different user preferences and requirements:

• PolyAI uniquely ranks for its advanced voice capabilities and seamless integration into business environments, making it an excellent choice for organizations looking to enhance customer service through conversational AI. Its focus on open-ended interactions allows for flexibility in various applications.

WHILE,

• Character AI excels in creating immersive experiences through detailed character development and strong memory features, making it ideal for users interested in storytelling and role-play scenarios.

Who would benefit from PolyAI?

PolyAI is highly advantageous for; 

Enterprises with High Customer Conversation Volume: PolyAI helps reduce wait times and allows live staff to focus on complex calls, enhancing overall efficiency.

Businesses Aiming to Improve Customer Satisfaction, Employee Retention, and Operational Efficiency: PolyAI’s conversational assistants facilitate better service issue resolution and increase caller engagement, leading to higher customer satisfaction.

Companies in Various Industries: PolyAI serves various sectors, including consumer services, financial services, healthcare, hospitality, insurance, restaurants, retail, telecommunications, travel, and utilities.

Businesses Needing Multilingual Support: PolyAI’s voice assistants can handle calls in 45 languages, such as English, French, German, Spanish, Polish, Portuguese, Swedish, and many others, making it suitable for companies with diverse customer bases.

Companies Seeking Quick Deployment: PolyAI promises deployment in six weeks or less without the need for risky re-platforming.

Enterprises Seeking Seamless Integration: PolyAI integrates with existing CRM and contact center platforms such as Salesforce, Zendesk, Twilio, and AWS Connect.

Businesses Looking to Leverage Generative AI: PolyAI utilizes Amazon SageMaker and Amazon Bedrock to train and fine-tune its speech recognition and language models.

Finally, is PolyAI worth it?

Introspecting on my whole experience with PolyAI, I can confidently affirm that it stands out as a strong contending tool in the conversational AI arena. 

The platform’s ability to deliver human-like voice interactions and handle various customer inquiries has significantly improved my workflow and client interactions. Its advanced natural language processing capabilities allow for smooth conversations, making it feel less like interacting with a machine and more like speaking with a knowledgeable assistant. The real-time analytics and seamless integration with existing systems further enhance its value, enabling businesses to optimize their customer support operations effectively.

However, while PolyAI excels in these areas, it does have some limitations. It may struggle with highly complex conversations that require nuanced understanding, which still necessitates human intervention. Additionally, the lack of fixed pricing can make budgeting a bit unpredictable for some businesses. Despite these drawbacks, the overall benefits of using PolyAI—such as improved customer satisfaction and operational efficiency—are compelling.

PolyAI is particularly well-suited for businesses that handle high volumes of customer interactions, such as e-commerce companies, telecom providers, banks, healthcare organizations, and travel and hospitality services. These industries can significantly benefit from PolyAI’s capabilities to automate routine inquiries while providing high customer engagement.

So, if you’re looking for an AI solution that enhances customer service through natural interactions and efficient inquiry handling, PolyAI is worth considering.