Search results for PolyAI
AI & Enterprise
AI boosts call centre efficiency but raises fears of agent burnout
As artificial intelligence spreads rapidly in customer service, agents\' work is shifting from simple responses to solving more complex problems. Some workers say automation frees time to focus on customers, while others cite frequent errors and added rework. Companies view AI as a way to improve efficiency, and adoption is expanding. A report found more than half of decision-makers saw agents\' workloads rise. Researchers warn AI could intensify work and call for changes to performance metrics.
AI & Enterprise
AI price war intensifies as open-source AI becomes global mainstream
Price competition among AI companies is intensifying as Chinese firms expand global share with cost-effective open-source models and leading U.S. companies respond with price cuts. DeepSeek’s new coding model V4 Flash drew attention for performance close to Anthropic’s Claude Opus 4.8 at a far lower price. Interest is also rising in open-weight models, including for video generation. In South Korea, companies are moving ahead of an August evaluation for a government-led foundation model project.
AI & Enterprise
PolyAI launches speech model that does not go through transcription, reflects intonation and emotions
PolyAI has launched a real-time voice conversational AI model, Dialogue-RSN-1, designed to recognise speech directly and respond with less delay in phone calls. The model performs speech recognition and processing inside the model and separates only voice output into a separate module. It interprets raw audio rather than transcripts, aiming to better capture intonation, rhythm and context. PolyAI said it can respond within 300 milliseconds.