PolyAI Collaborates with AWS as its Preferred Cloud Provider

The complexity of generative AI points to contact centers facing an array of challenges in determining which solutions will work best for them. Integration is an important factor in choosing a solution, and many companies feel more comfortable with a solution that is supported by a known technology entity such as Amazon Web Services (AWS).

And so, conversational AI solutions provider PolyAI recently announced a strategic collaboration agreement with Amazon Web Services as its preferred cloud provider, leveraging Amazon SageMaker and Amazon Bedrock to accelerate the adoption of generative voice AI capabilities within the enterprise contact center.

With Amazon SageMaker, PolyAI will train and fine-tune an integrated suite of speech recognition, large language models (LLMs), and text-to-speech models. These functions will be specifically adapted for the unique demands of spoken customer service interactions.

With Amazon Bedrock, PolyAI gains access to a range of foundation models and supporting features around security and safety.

These features include responsible AI guardrails and agile model selection to reduce business risk and preserve brand identity, all built on the scalability, reliability and security of the AWS cloud infrastructure. So overall, the strategic collaboration aims to foster deeper cooperation between PolyAI and AWS to deploy generative AI capabilities within enterprise contact centers.

PolyAI voice assistants are procurable on AWS Marketplace with easy integration to Amazon Connect, as well as other enterprise contact center platforms. The collaboration between PolyAI and AWS is expected to make it easier for Amazon Connect and AWS Marketplace users to launch improved customer experiences with PolyAI voice assistants.

"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," said Michael Chen, VP of Strategic Alliances at PolyAI. "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.”