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PolyAI, a London startup founded by professionals in neuro-scientific “conversational AI” - including CEO Nikola Mrkšić who was simply previously the initially engineer at Apple-acquired VocalIQ - has brought up $12 million found in Series A funding to deploy its tech found in customer care contact centres. The round was led by Stage72 Ventures, with participation from Sands Capital Ventures, Amadeus Capital Partners, Enthusiasm Capital, and Entrepreneur Initial (EF). PolyAI’s founders happen to be graduates of EF, although they didn’t meet during the company building course but already knew one another from their period at Cambridge’s Dialog Systems Group, section of the Machine Intelligence Lab at the University of Cambridge. “We started PolyAI in 2017, straight after submitting our PhD theses,” Mrkšić tells me. “At Cambridge, we developed state-of-the-art work conversational technology, and beginning a company was the ultimate way to receive this tech used in real life. We brought many of our Cambridge colleagues around and started setting up the commercial variant of our conversational platform”. Targeting get hold of centres - in a bid to help make these low-margin businesses more scalable - PolyAI’s AI tech doesn’t just try to appreciate customer queries but ensure they might be conducted in a conversational way, whatever the medium, which could be more than email, messaging or tone of voice. Where a lot of chat AI or voice assistants collapse, says Mrkšweć, is usually that they aren’t able to seriously follow a conversation, often lacking the opportunity to understand signifying within the context of a conversation’s background or follow-up dialogue. “Our proprietary technology allows the AI agents to aid really complex use situations,” he says. “Our agents are designed around a framework for modelling context, which means they can hold prolonged conversations and bear in mind all pieces of information that users possessed previously shared. The backend styles are data-driven, plus they are domain and words agnostic. This allows them to seamlessly scale across different use instances and world languages. Used, this signifies that we don’t need to hand-craft agent behaviour -

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AI agents can find out by observing human agents at the job”. That’s a difficult nut to crack, which is why Mrkšić believes deep vertical integration with call centres will manufacture the very best outcomes. He doesn’t eliminate either buying a tiny to medium-sized contact center or forming a strategic partnership to expedite advancements in PolyAI’s providing and the company’s understanding of how call centres operate. His thesis is that AI might help make contact centres more rewarding, although, in early stages in the startup’s lifestyle, the case is not yet proven. Related to this, Mrkšić and his crew aren’t proposing that “AI agents” replace human brokers altogether but work together with them, quite literally, with each playing with their particular strengths. PolyAI co-founder and CTO Shawn Wen argues that equipment can do a lot of things that humans have a problem with, including having “access immediately” to all or any of relevant information had a need to support a customer. At peak circumstances, this may mean AI agents managing calls autonomously if human being agents aren’t obtainable, while leaving individual agents with the more technical edge cases or types where they are able to bring the most benefit through individual empathy and EQ. “We intend to pursue very restricted integration with call centres - be that through M&A, investment or perhaps other profit-sharing plans,” adds Mrkšweć. “Whichever model we end up pursuing, we want total alignment between PolyAI and call centres. Way too many AI corporations have died looking for favourable application licensing agreements years before their technology was ready for wide-level deployment. We consider vertical integration is best way to fast-monitor the production of our ML program, as well as for PolyAI to remain independent in the long-term”.

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