LONDON and NEW YORK, March 14,
2023 /PRNewswire/ -- Following a recent round of
$40m Series B funding, in which
Twilio Ventures participated, PolyAI and Twilio today announced the
integration of PolyAI's customer-led conversational assistant with
Twilio Flex and Twilio Programmable Voice, the world's most
flexible contact center platform. Twilio Flex allows enterprises to
deploy a 100% cloud-based contact center in days, not months.
PolyAI's integration with Twilio Flex and Programmable Voice
solutions allows customers to use PolyAI conversational assistants
to resolve customer queries over the phone and transfer calls back
to contact center agents, when necessary. This hand-off includes
vital metadata about the interaction to enable personalization
and power business intelligence.
Despite the abundance of self-service options available to
customers, only 9% of queries are fully resolved in digital
self-service channels, according to Gartner1,
while 71% of customers2 prefer to phone even
when their queries could easily be fully resolved online.
"PolyAI's unique delivery model for conversational
assistants now allows Twilio Flex customers to access PolyAI's
proprietary technology along with our expertise in speech
recognition, conversational design, machine learning and dialogue
design," commented Michael Chen,
Head of Partnerships at PolyAI. "This allows them to
deploy solutions that elevate the typical call center workflow into
a branded conversational experience."
The PolyAI integration is available as a Marketplace Stream
Connector, a native capability within the Twilio console, so Twilio
customers have a seamless UX to manage their connections to PolyAI
conversational assistants alongside any other services. Listen
to a PolyAI conversational assistant in action.
"Conversational agents are a crucial capability that allows
businesses to innovate and transform IVR systems into the
customer-centric experiences that customers demand. PolyAI
integration with Twilio Flex and Twilio Programmable Voice makes it
easier for every business to personalize customer engagements and
leave impressions that turn into repeat business," Andy O'Dower, Head of Product at
Twilio.
Twilio customers can use the Studio Widget as a no-code way of
transferring incoming calls to the PolyAI conversational assistant,
connecting relevant metrics and analytics, and facilitating Live
Agent Handoffs to the contact center.
- Gartner press release on Customer Service report
- Microsoft Global State of Customer Service report
About PolyAI
- Request a demo at poly.ai/request-demo
- Media pack includes sample call, company logo and team
photo
About Twilio
Today's leading companies trust Twilio's Customer Engagement
Platform (CEP) to build direct, personalized relationships with
their customers everywhere in the world. Twilio enables companies
to use communications and data to add intelligence and security to
every step of the customer journey, from sales to marketing to
growth, customer service and many more engagement use cases in a
flexible, programmatic way. Across 180 countries, millions of
developers and hundreds of thousands of businesses use Twilio to
create magical experiences for their customers. For more
information about Twilio (NYSE: TWLO), visit: www.twilio.com
Logo -
https://mma.prnewswire.com/media/1893052/PolyAI_Logo.jpg
View original
content:https://www.prnewswire.co.uk/news-releases/polyai-deepens-partnership-with-twilio-to-provide-customer-led-conversational-assistants-301766293.html