PolyAI
Enterprise voice AI agents that answer customer phone calls, built in PolyAI's Agent Studio. By PolyAI.
Too few public reviews to rate. We found 0 reviews about the AI itself; a share needs 10 that mention the point. The profile below sets out what PolyAI publishes.
What it does
PolyAI builds AI agents that answer customer calls and also run on SMS, web chat, WhatsApp, email and in-app voice1. Agents are built in Agent Studio, a browser tool, or with the ADK and REST APIs2. Each turn is driven by Raven, PolyAI's own voice-native model, and flows handle multi-step tasks such as booking, payment and verification2.
- Channels
- Voice, SMS, Web chat, WhatsApp, Email
- Works with
- Telephony and contact center platforms Five9, NICE CXone, Twilio, Amazon Connect, Genesys, Zendesk Talk, Dialpad and Zoom; CRMs Salesforce, Zendesk, HubSpot and Microsoft Dynamics 365; MCP servers and custom APIs3.
Handing a conversation to a person
As PolyAI documents it. Reviewers' experience of handoffs is in the shares above.
Calls pass to a person over SIP: REFER (the default), INVITE (PolyAI bridges a new call) or BYE (the client's system takes the call back)4. The receiving team can get custom SIP headers such as a customer ID, a handoff record with free-form data through the Handoff API, and the full transcript with the handoff reason through the Conversations API4.
Controls
Safety and review features, as PolyAI documents them.
- Five platform guardrails are on by default: jailbreak defense, scope and hallucination control, AI identity, emergency and crisis escalation, and tool call integrity5.
- Safety filters for hate, violence, sexual and self-harm content, with thresholds set per category and per channel5.
- Changes are built in a Sandbox, can be checked in an optional Staging environment on a real call, and are compared before publishing to Live6.
- Each publish is saved as a version, and Live can be rolled back to an earlier version in one step6.
- Analytics include dashboards, conversation review, PolyScore and AI Scores7.
- PII redaction, SSO and role-based access, and data residency in the US, UK, EU and APAC1.
- PolyAI says customer data is never used for training without opt-in1.
Setup
What PolyAI claims
The vendor's own figures. Shown as claims; never used in a result.
- PolyAI says 90% of calls are resolved end to end with no human agent on its largest deployments1.
- PolyAI says it handles more than 100 million calls a year and 10,000 concurrent calls1.
- PolyAI says its model responds in under 300 ms, voice to voice1.
- PolyAI states 99.994% uptime over the trailing twelve months1.
- PolyAI offers a 99.9% uptime SLA on phone lines8.
- PolyAI says Carter's needed 60% less seasonal hiring and PG&E saved 35,000 labor hours1.
Not found in public sources
We looked for these and could not find them.
- Public per-minute price
- Definition of a resolved call
- An approval step before a change is published
- Time to launch a production agent
Sources
Billing
Per minuteBilled per minute of use; the rate includes improvements, maintenance and 24/7 support, and prices are given only by quote8.
The headline rate may leave out the model, speech and phone-line costs.
Reviews found
- About the AI
- 0
- Sources
- 0
- Collected
- Oct 8, 2026
Where we looked
- Trustpilot poly.ai: 2 reviews, both about an unrelated consumer character app
- Gartner Peer Insights: 403
- G2: 403
- Capterra (.com/.ie): 403
- Software Advice: 403
- TrustRadius: 404
- PeerSpot: no listing found
- Reddit: blocked
Also in Voice
Markdown copy: polyai.md. Something wrong? See corrections. Get Support AI is not affiliated with PolyAI.