PolyAI lands $40M to handle contact center calls automatically

Is it possible to build a voice assistant for the call center that can pick up on indirect questions to figure out the best time to hand calls over to a human? That depends on how high the bar’s set. Generally speaking, customers don’t look forward to any automated experiences over the phone, which means voice assistants have to go the extra mile to create goodwill. One 2019 survey found that 88% of people prefer speaking to a live service agent instead of navigating an automated system.
With the market for call center software estimated to be worth tens of billions, there’s a stro

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