PolyAI

What PolyAI does

PolyAI is a leading provider of enterprise AI agents for customer service, resolving millions of inquiries for global brands. Their Agentic Dialog Platform allows enterprises to build, run, adapt, and iterate dialog agents in real-time. These agents are designed for complex conversations, including fraud, outage, triage, and multilingual disputes, and are powered by their proprietary Raven model, trained on over 1 billion enterprise conversations. PolyAI offers two ways to build: Poly Agent Builder for non-technical teams and ADK for developers. The platform ensures compliance with guardrails and certifications like SOC 2, HIPAA, GDPR, and PCI DSS. Their technology stack includes the Raven LLM for sub-second answers, Owl ASR for understanding diverse speech, and voice-native realism blending human recordings with neural synthesis. PolyAI agents are multimodal and multilingual, supporting 45 languages and enabling seamless transitions between channels and languages. They offer solutions for authentication, billing & payments, call routing, and specific industry needs like home services, banking, patient experience, hospitality, and retail.

Products

• Agentic Dialog PlatformAn enterprise platform to build, run, adapt, and iterate dialog agents in real time, open to enterprise builders.
• Poly Agent BuilderA tool for non-technical teams to build dialog agents.
• ADK (Agent Developer Kit)A developer-facing SDK and CLI tool for developers to build Agent Studio-compatible voice AI agents from their native IDE, offering programmatic control and integration with existing CI/CD workflows.
• Raven LLMPolyAI's proprietary large language model, trained on over 1 billion enterprise conversations, delivering sub-second answers and adherence to business rules.
• Owl ASRPolyAI's purpose-built Automatic Speech Recognition engine that handles real-world call complexity, including thick accents, background noise, and interruptions.
• Agent StudioA platform that allows teams to manage and optimize agents, make updates, add menu items, and handle last-minute closures independently. It also provides a visual representation of workflows.
• Smart AnalystAn analytics tool within the platform that provides insights, surfaces trends, and allows finding specific calls through natural language prompts.

Key capabilities

• Proprietary model trained on 1B+ enterprise conversations (Raven LLM)
• Purpose-built ASR (Owl ASR) for real-world call complexity
• Voice-native realism with natural-sounding AI agents
• Multimodal and multilingual capabilities (45 languages supported)
• Guardrails for compliance, brand, and experience (SOC 2, HIPAA, GDPR, PCI DSS)
• Two ways to build: Poly Agent Builder (non-technical) and ADK (developers)
• Real-time adaptation and iteration of dialog agents
• Secure authentication through natural conversations
• Accurate call routing without relying on keywords
• Secure payment processing over the phone
• Integration with major CRMs, CCaaS, telephony providers, and other systems via APIs
• 24/7/365 support and monitoring
• 99.9% SLA for uptime
• Ethical and safe generative AI use
• Local-first development with ADK
• Git-backed workflows for agent changes
• Built-in testing for automated test suites
• CI/CD ready with `poly push` command

Use cases

• Customer service inquiry resolution
• Fraud detection and management
• Outage management
• Call triage
• Multilingual dispute resolution
• ID checks
• Payments processing
• Appointment bookings, scheduling, rescheduling, confirmation, and cancellation
• Authentication of callers
• Answering FAQs
• Taking down details and asking clarifying questions to reduce call handle time
• Cross-channel authentication
• Call prioritization and routing
• Managing billing and payments
• Outbound dispatch calls
• Collecting customer feedback
• Updating accounts
• Resetting passwords
• Managing transfers
• Loan applications
• Fraud prevention in banking
• Account management in banking
• Ride management (new, modify, cancel, will-call) in healthcare transportation
• Order management and tracking in retail
• Callback scheduling
• Price adjustments and refunds
• Reservations (including after-hours) for restaurants and hospitality
• Housekeeping requests in hospitality
• Providing property-specific information in hospitality

AI approach

PolyAI develops and deploys proprietary AI models, including the Raven LLM for natural language understanding and the Owl ASR for speech recognition, specifically for enterprise customer service. Their Agentic Dialog Platform allows building, running, adapting, and iterating dialog agents. They also use neural synthesis for lifelike voice generation and combine generative and retrieval AI models with patented dialogue policy technology for complex calls. The ADK (Agent Developer Kit) allows developers to build agents using a code-first workflow, integrating with existing CI/CD pipelines and APIs.

Tech named: Raven LLM, Owl ASR, Agentic Dialog Platform, Agent Developer Kit (ADK), neural synthesis, generative AI, retrieval AI, patented dialogue policy technology, CLI, Git, CI/CD, APIs, ASR, TTS, LLM (eg Claude)

Industries served

• Health insurance
• Hotel and casino
• Retail clothing
• Global delivery
• Home services
• Financial services
• Healthcare
• Restaurants
• Hospitality

What it says sets it apart

• Proprietary model (Raven) trained on 1B+ enterprise conversations
• Full-stack dialog agent built specifically for enterprise customer engagement, not a chatbot or voice bolted onto chat
• Lifelike voice AI agents that sound natural and reflect brand voice
• Ability to handle complex conversations (fraud, outage, triage, multilingual disputes)
• Compliance guardrails and certifications (SOC 2, HIPAA, GDPR, PCI DSS)
• Multimodal and multilingual capabilities (45 languages)
• Fast deployment (6 weeks from kickoff to launch)
• Developer-friendly tools (ADK) with Git-backed workflows and CI/CD integration
• High CSAT scores and call resolution rates reported by customers
• Ability to integrate with existing technology stacks (CRMs, CCaaS, telephony, booking platforms)
• Focus on resolving calls rather than just routing them
• Purpose-built ASR (Owl) to handle real-world call complexity like accents and background noise
• Smart Analyst tool for real-time insights and trend analysis

Funding rounds we track

From the AI funding tracker — rounds as reported by the linked publications.