At a glance
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Book a demoTwo systems, and no clear view of why customers called.
Polyaire is an Adelaide-headquartered international HVAC manufacturer and creator of the AirTouch smart home air conditioning control system. Its customer engagement team, the Airmates, supports homeowners, installers and trade customers across wholesale, branch and digital channels.
Around two years ago, Polyaire moved its contact centre to Amazon Connect as the first phase of Resolve, a three-phase programme to build an end-to-end customer engagement centre. The second phase, CX Insights, depended on knowing why customers called.
That was hard to see. Agents took calls in Amazon Connect but kept customer records in HubSpot, so staff had to download call data, review recordings and match calls to HubSpot records by hand. Executives were making decisions without reliable evidence of the recurring themes in calls, from onboarding and product support to lead generation.
Connected data, AI insight and a plain-language way in.
Polyaire's Head of Customer Experience, Martin Mueller-Weichert, assessed potential partners and chose NeonNow to deliver CX Insights.
“The NeonNow team asked the right questions and listened until they understood exactly what we needed to learn from our calls.”
NeonNow integrated Amazon Connect call data with HubSpot customer records in provisioned data lakes. The NeonNow CX platform used Amazon Quick to identify recurring themes and customer sentiment across every call automatically, and Polyaire rapidly deployed three custom dashboards, including live agent wallboards.
An MCP server built on Amazon Bedrock AgentCore gives executives conversational access to the data, so they can question it in plain language through Claude Desktop. Agents gained a unified workspace that brings calls and customer records together.
NeonNow also introduced automated AI quality evaluations for every interaction, reviewed Polyaire's playbook, KPIs and service level agreements, and recommended best practice to support performance.
Actionable results within weeks of launch.
CX Insights launched on 14 September 2026. In its first 24 days, the contact centre handled 953 contacts across five queues, with average speed to answer under one minute in every queue, compared with roughly 6 to 9 minutes per call before.
NeonNow orchestrated AI completed 971 quality evaluations without supervisors reviewing calls by hand, with an average evaluation score of 92.92%. Call abandonment is now 2.76%, well below the 5 to 8% industry benchmark (ContactBabel, 2025).
“It's not just about what happens before the sale. It's after the sale that customers truly remember you.”
Early in the pilot, connectivity issues rose from around 10% to 45% of early cases. Using the AI logging and testing tools in the NeonNow CX platform, NeonNow and Polyaire traced most of the increase to unstructured product reference material and some confusion during user adoption. Together they updated knowledge base articles and expanded frontline agents' query catalogues, resolving the problem in near real time and avoiding a major escalation.
Polyaire team leads now monitor performance in real time, and executives have greater confidence in customer insights.
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