PolyAI / Luna

of the intent-based solution is well suited to structured service journeys where user goals can be represented through a manageable set of intents, entities and business rules. Typical examples include information requests, appointment information, status checks, triage, and scripted transaction support. It is strongest when the organisation needs tight control, clear audit trails and consistent handling across a large volume of similar interactions. Its limitations are that coverage must be explicitly designed...

The SSCL product owner and operational leads review the outputs through analytics dashboards on a daily/weekly basis using intent recognition accuracy, fallback rates and user handoff frequency, reviews ensure that FAQ content remains accurate and that intents reflect current service need. Significant service changes trigger updates to content or configuration.

The tool does not explicitly make decisions, an introduction message is played advising the user that they will be connected to a virtual assistant and can request a human advisor at any point.