PolyAI: Multilingual Voice AI for Enterprise-Grade Customer Support
Challenge
PolyAI, a UK-based leader in enterprise voice AI, aimed to deliver natural, human-like phone support for global clients. However, they faced major barriers to scale — including high operational costs, accent sensitivity, and limited adaptability in legacy IVR systems.
Their Fortune 500 customers struggled with inconsistent call quality, language limitations, and slow response times, leading to user frustration and rising support costs. Existing systems couldn’t handle interrupted speech, emotional tones, or multilingual queries with accuracy.
The challenge was to build an AI-driven voice assistant that could hold dynamic, human-quality conversations across 30+ languages, adapt to caller emotion, and deliver measurable efficiency gains—all while maintaining enterprise-grade security and compliance.
PolyAI, a UK-based leader in enterprise voice AI, aimed to deliver natural, human-like phone support for global clients. However, they faced major barriers to scale — including high operational costs, accent sensitivity, and limited adaptability in legacy IVR systems.
Their Fortune 500 customers struggled with inconsistent call quality, language limitations, and slow response times, leading to user frustration and rising support costs. Existing systems couldn’t handle interrupted speech, emotional tones, or multilingual queries with accuracy.
The challenge was to build an AI-driven voice assistant that could hold dynamic, human-quality conversations across 30+ languages, adapt to caller emotion, and deliver measurable efficiency gains—all while maintaining enterprise-grade security and compliance.
Solution
Agix Technologies partnered with PolyAI to design a next-generation conversational voice AI platform powered by Whisper, BERT, and reinforcement learning.
The system included advanced speech recognition, emotion-aware routing, and interrupt-resilient dialogue management, ensuring natural, uninterrupted communication.
Key innovations included:
- Accent-Agnostic Recognition: Trained on diverse global datasets, achieving 92%+ accuracy across 30 languages.
- Emotion-Aware Routing: Detected caller sentiment (anger, urgency, distress) and dynamically routed calls to specialized agents.
- Interrupt Handling: AI could pause and resume conversations seamlessly after interruptions, reducing hang-ups by 44%.
- Scalable API Integration: Deployed across multiple enterprise clients with real-time analytics dashboards for performance tracking.
The result was a production-grade AI support system capable of handling thousands of simultaneous calls with natural, human-like precision.
Agix Technologies partnered with PolyAI to design a next-generation conversational voice AI platform powered by Whisper, BERT, and reinforcement learning.
The system included advanced speech recognition, emotion-aware routing, and interrupt-resilient dialogue management, ensuring natural, uninterrupted communication.
Key innovations included:
- Accent-Agnostic Recognition: Trained on diverse global datasets, achieving 92%+ accuracy across 30 languages.
- Emotion-Aware Routing: Detected caller sentiment (anger, urgency, distress) and dynamically routed calls to specialized agents.
- Interrupt Handling: AI could pause and resume conversations seamlessly after interruptions, reducing hang-ups by 44%.
- Scalable API Integration: Deployed across multiple enterprise clients with real-time analytics dashboards for performance tracking.
The result was a production-grade AI support system capable of handling thousands of simultaneous calls with natural, human-like precision.
Results
The AI-driven transformation significantly boosted PolyAI’s call handling capabilities and customer satisfaction metrics:
- Average call handling time reduced: 6.2 → 3.1 minutes
- Call containment rate (no escalation): 24% → 67%
- Wait times decreased by 61%
- Voice intent recognition accuracy improved: 72% → 92.5%
- Customer satisfaction (CSAT): 79 → 91/100
The deployment not only reduced operational overhead but also positioned PolyAI as a global benchmark in AI voice automation, enabling seamless, human-quality customer experiences across continents.
The AI-driven transformation significantly boosted PolyAI’s call handling capabilities and customer satisfaction metrics:
- Average call handling time reduced: 6.2 → 3.1 minutes
- Call containment rate (no escalation): 24% → 67%
- Wait times decreased by 61%
- Voice intent recognition accuracy improved: 72% → 92.5%
- Customer satisfaction (CSAT): 79 → 91/100
The deployment not only reduced operational overhead but also positioned PolyAI as a global benchmark in AI voice automation, enabling seamless, human-quality customer experiences across continents.