Thank you for calling Carter's and OshKosh B'gosh. My name is Maria. How may I help you? >> Hi, I put in an order a while ago and I haven't gotten it yet. Um not sure where it is. >> Really sorry that your order is taking longer than expected to deliver. Sometimes processing and delivery mishaps can cause unexpected delays. Do you want me to help you check the status of an order? >> Yeah, that's fine. >> I see an order here associated with the number you're calling from, but I just need to check that it's the right one.
Do you have the last four digits of your order number on you? >> Uh well, I'm sorry. I need to find it. >> Sure, just let me know whenever you're ready. >> Okay, I found it. >> Okay, go ahead. >> It's 4736. >> Great, I've got the right order here. Looks like that order is canceled. >> Why was my order canceled? >> Sometimes orders get canceled if there was an issue with verifying the payment or out of stock inventory. We suggest placing the order again and double-checking your payment and billing details.
Also, don't worry about any pre-authorizations on your credit card from the first order. That'll be removed in 3 to 5 business days. >> Okay, um and when I put in a new order, in case I don't like it, what is your return policy? >> You can return or exchange an order either in store or through the mail within 90 days of the purchase. You'll just need your receipt, gift receipt, or packing slip. Do you want me to send you a text with a link to your return policy and instructions? >> No, it's okay. >> Is there anything else I can do for you today? >> No, that's it. >> Thanks again for calling Carter's and OshKosh B'gosh.
Have a great rest of your day. >> Hello, I'm Michelle Schroeder, the chief marketing officer at PolyAI. What you just heard was a customer service call with one of our AI agents. Today, enterprises are having the lowest number of conversations with their customers that they'll ever have. This might seem a little counterintuitive given the fact that businesses have spent many years and millions of dollars attempting to transition to a self-service model.
Unfortunately, digital self-service hasn't worked out for either the customer or the enterprise. Customer service departments are still overwhelmed with rising call volumes. Human agents can only answer one call at a time, which slows down response times and increases costs. Meanwhile, customers are increasingly frustrated by long hold times and difficulty resolving their issues. Despite these disadvantages, customers are more interested in conversation-based service than ever before, thanks to the rise of generative AI apps like ChatGPT.
Now customers want to talk to an agent, and the agent doesn't have to be human. If enterprises don't make it easy for customers to initiate conversations directly over any channel, then they risk being replaced. That's why we designed PolyAI to be the world's most lifelike AI agent for enterprise customer service. At PolyAI, we've always believed in the power of conversation and the important role that it plays in building connections between a brand and its customers.
That's why we engineered our AI agents to engage in a in incredibly lifelike way, with a voice that can be designed to reflect your brand personality. In this age of same-day delivery and instant messaging, customers expect lightning-fast response times. Hold music is an annoyance that sears negative brand perceptions into their minds. And in industries like hospitality or home services, a missed call means your potential customer contacts your closest competitor instead.
And it's not only customers who are struggling. Rising call volumes are tough on customer service representatives, too. The meaningful work of helping customers is often overshadowed by a relentless barrage of repetitive, straightforward questions about business hours or resetting passwords. Staff turnover in the industry is the highest it's ever been, and many reps are choosing to quit customer service altogether to seek more rewarding work elsewhere.
The challenge for customer experience teams is immense. They could continuously hire and train more representatives, but the cost of doing so rises linearly year by year, putting pressure on them to find a more scalable fix. Alternatively, there are traditional voice automation solutions, but their technology is now outdated. It's no longer enough to deflect customers away from the call center without gathering any data about why they called and what issue they're facing.
While there's been a lot of hype around generative AI tools for customer service, no one has been able to make the technology work consistently over the phone in a live conversation. At least not in a way that encourages customers to actually say what they need help with in their own words. And there's nothing that customers hate more than trying to talk to a robot that can't actually understand their questions. Because of these issues, call centers have now become an island that drifts further and further away from the rest of the organization.
Right now, call centers are disconnected from the data that could help resolve customer interactions more effortlessly, leaving them unable to provide insights about what customers find frustrating or valuable about their products and services. That's why PolyAI set out to create an AI voice agent that was singularly focused on customer service. We're here to help transform the call center into a customer experience command center that can proactively adapt throughout the entire customer journey.
This all has to start with the ability to engage a customer in conversation, which is why we built PolyAI to be the world's most lifelike voice AI agent. PolyAI's voice agents automate routine and complex calls with seamless, natural conversations. They're engineered to feel human-like, so customers don't need to think twice about sharing what they need help with in their own words. We work closely with each client to design a branded voice and personality that engages users without losing the distinctiveness of each business.
We're also proud to currently offer over 40 different languages for nearly worldwide coverage, including English, Spanish, Mandarin, French, and many more. By adding a PolyAI agent to your service team, your company can answer inquiries 24 hours a day, 7 days a week, 52 weeks a year, regardless of your normal business hours. A PolyAI agent will also answer 100% of the calls immediately, even if all of your live agents are currently assisting other customers.
Powered by the leading platform for enterprise voice AI and trained in collaboration with Nvidia, PolyAI agents leverage the most accurate speech recognition solution for customer service use cases. We paired our speech recognition solution with the leading large language model for customer service, and then fine-tuned it using millions of real customer service conversations. This enables our AI agents to effortlessly understand what customers say at every step in conversation, despite accents, dialects, or background noise.
We also set up stronger safety guardrails compared to the off-the-shelf alternatives to keep the voice AI agent on track during conversations. The data and insights from PolyAI agents will also quickly surpass any level of data that can be gathered from human-led contact centers. In addition to standard metrics like average handle time, call resolution, and FTE capacity savings, PolyAI also helps enterprises implement critical metrics that drive operational improvements specific to their business.
Imagine you're a global logistics company. Wouldn't you want to know all the different reasons why your customers might call about parcel delivery problems? Or imagine you're a utility company. What if you could map all the different calls about maintenance requests against your internal data of known outages or maintenance issues? When you're able to engage customers in conversation at massive scale with Poly, your business can collect unprecedented levels of business intelligence that used to only be available through other channels like social media or the web.
This treasure trove of data will transform your call center into a customer experience command center that proactively drives operational improvement. On average, our clients are able to resolve 50% of their customer service calls with a Poly AI agent. That means that your business could potentially use Poly AI to resolve half of your customer service calls after just 6 weeks of onboarding. And the advantages don't stop there. Our clients experience three specific benefits once they add Poly into their customer service tech stack.
Efficient gains, scalability, and cost savings. Poly AI increases your team's efficiency and reduces call handling times by automating repetitive inquiries. Poly AI can also be scaled up and down easily so that your business can handle peak call volumes without additional hiring. This frees up live agents to manage more complex customer issues, maximizing their value, and saving your business money. But don't just take our word for it. Our clients have the numbers to prove that Poly AI has improved their customer service operations.
For instance, after we trained an AI agent for a global delivery company, it could answer 75% of customer service calls in 12 different languages. Poly AI has proven successful in many other industries, too. For example, we helped a health insurance company achieve zero dropped calls, which raised their customer satisfaction score by a whopping 15 points. And a combined hotel casino used our AI agent to generate $7.2 million in revenue through calls that lasted 5 minutes or longer.
Poly AI is so much more than just automation. It's customer service reimagined for the age of artificial intelligence. By adding Poly AI to your tech stack, you can streamline your current workflows and future-proof your customer service operations. Ready to see and hear our technology firsthand? Signing up for a personalized demo is the best way to do it. During the demo, one of our team members will walk you through the features, help you compare our AI agents to other voice platforms, and discuss your specific requirements for security, customization, and pricing.
You can schedule your demo today by going to the link on the screen, or you can also find the link in the description box below. We can't wait to introduce you to your Poly AI agent. >>
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