Voice assistant vendor PolyAI has announced a collaboration with Amazon Web Services (AWS) as its preferred cloud provider, leveraging Amazon SageMaker and Amazon Bedrock to boost the adoption of generative voice AI capabilities within the contact center.
This collaboration enables PolyAI to build and leverage the breadth of AWS in several key ways, such as training large language and text-to-speech models on Amazon SageMaker. These functions will be specifically adapted for the unique demands of spoken customer service interactions.
Amazon Bedrock will allow PolyAI to access a range of high-performing foundation models and supporting features around security and safety, including responsible AI guardrails and agile model selection to reduce business risk and preserve brand identity.
"PolyAI's mission is to help businesses offer the best version of themselves in every customer interaction. We are thrilled to be teaming with AWS to unlock the true potential of world-class voice AI for enterprise customer service. By supercharging PolyAI's expertise with the power of AWS, we can deliver truly engaging voice assistants for effortless customer experience, at scale, while maintaining the highest security and performance standards. Our goal is to be the voice of half of all service calls globally in the next five years; our strategic collaboration with AWS is a key element in our strategy," said Michael Chen, VP of Strategic Alliances at PolyAI.
Finally, PolyAI voice assistants are available on AWS Marketplace through Amazon Connect integration, as well as other contact center platforms. The collaboration between PolyAI and AWS will make it easier for Amazon Connect and AWS Marketplace users to deliver exceptional customer experiences with PolyAI voice assistants.
"It's great to see PolyAI using the innovative capabilities of SageMaker and Bedrock to transform customer experience for enterprise organizations. This is an area where we see huge demand for generative AI solutions to accelerate digital transformation, improve customer and employee experiences, and drive business value. The strategic collaboration between our organizations will bring more of these solutions to more businesses and their customers, faster," said Baskar Sridharan, Vice President of AI/ML Services & Infrastructure at AWS.
