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PolyAI Enhances Customer Experience with New Agentic AI Roles

In a major development, PolyAI has rolled out three new types of AI personnel: QA Agents, Analyst Agents, and Builder Agents. This adds a new dimension to its existing array of customer-facing AI agents, marking a significant step towards an entirely automated, efficient workforce specifically designed for contact centers. These roles are engineered to fill the gap in traditional contact centers, which often struggle with scaling consistent data and maintaining agent performance standards in customer interactions.

The goal of these new AI roles extends beyond simple automation. They aim to mimic a fully human team structure, addressing key challenges that exist in present-day customer experience management. As Sean Wen, co-founder and CTO of PolyAI, articulated, \"Our proven PolyAI Agents have transformed contact centers by automating the tasks of countless full-time employees while delivering engaging conversations and impressive ROI. Now, with new agentic roles, we provide the tools needed to evaluate, understand, and enhance performance at an unparalleled scale and speed.\"

Understanding the New AI Roles

The three new AI roles serve distinct purposes in enhancing overall operational efficiency:

• - QA Agents: These agents autonomously evaluate every customer call based on six quality parameters, creating a standardized real-time overview of conversation quality. This helps leaders in customer experience to quickly identify issues and opportunities much quicker than human agents could ever do.
• - Analyst Agents: This role focuses on converting raw data into actionable insights via an intuitive conversational interface. These agents, specifically the newly introduced Smart Analyst, allow CX leaders to sift through millions of conversations in moments, answering open-ended queries with immediate feedback.
• - Builder Agents: These agents support the onboarding, development, and continuous enhancement of PolyAI Agents. This includes rapid creation and updates of AI assistants that customers rely on daily.

Real-World Applications and Success Stories

Several organizations have adopted these roles and experienced remarkable outcomes. The Peppermill Resort Spa Casino, for example, uses PolyAI's QA Agents to evaluate hundreds of calls, which has halved the time needed for call evaluation. In the past, this process was labor-intensive, involving lengthy reviews of recordings and meticulous documentation. Now, thanks to QA Agents, large sets of conversations can be analyzed rapidly, allowing the team to concentrate on improvement opportunities and execute immediate adjustments.

Moreover, Peppermill employs Analyst Agents to swiftly pinpoint service enhancements while upholding the highest levels of customer care. Patrick Flynn, the Director of Sales at Peppermill, remarked, \"We've been incredibly impressed with the voice assistants developed by PolyAI; with their new agentic capabilities, we can enhance our guest experiences significantly.\"

Golden Nugget is another organization benefiting from these advancements, utilizing Analyst Agents to identify the reasons for guest calls and factors contributing to escalations. Where previous methods required extensive manual work analyzing calls and dashboards, they can now retrieve insights in real-time, allowing for quicker, data-driven decision-making. Brian Jeppesen, Director of Contact Centers at Golden Nugget, stated, \"With PolyAI's Analyst Agents, we can ask questions in plain language and receive immediate answers, providing us a clearer view of our customer interactions.\"

Conclusion

The integration of QA, Analyst, and Builder Agents marks a pivotal enhancement in PolyAI's Agent Studio platform, which now moves beyond frontline automation to unlock vital insights and growth potentials. In a world increasingly reliant on AI for customer service, these newly introduced roles are not just helpful; they are essential for organizations aiming to optimize their contact center operations.

To discover more about PolyAI and how its technology is transforming customer engagement, visit Poly.AI.