PolyAI
PolyAI builds enterprise conversational and agentic-dialog AI that handles complex customer conversations without escalation. Its platform helps enterprises build, deploy, govern and continuously improve natural voice and omnichannel agents.
At a Glance
- Enterprise contact centers
- Financial services and banking
- Healthcare and health systems
- Hotels and hospitality
- +5 more
AI Tools by PolyAI
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PolyAI
Enterprise Conversational AI Agents
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Latest News
PolyAI appointed Sunil Shah as Chief Financial Officer; former Rapid7 finance leader joined to support scaling the Agentic Dialog Platform.
Dialog-RSN-1 became available on AWS SageMaker for deployment inside AWS.
PolyAI introduced Wren, a coding/agentic system that analyzes conversations and continuously improves dialog agents.
PolyAI launched a direct integration with Epic for healthcare dialog agents; the announcement cited PDS Health deployment and more than five million healthcare interactions annually.
Products & Services
PolyAI's enterprise platform for designing, building, running, governing and improving dialog agents across voice, SMS, WhatsApp, mobile apps, web chat, email and in-app voice.
Voice-first omnichannel agent-building environment with workflows, generative AI, in-house models, enterprise safety controls, observability, analytics, collaboration and fine-grained control over decisions and voice.
Coding/agentic optimization agent that analyzes conversations, identifies opportunities, drafts and tests improvements, and helps continuously improve deployed dialog agents.
Developer-facing SDK and CLI for building Agent Studio-compatible voice agents locally with Git-backed resources, custom functions, automated tests and CI/CD workflows.
Market Position
PolyAI positions itself as a voice-first, enterprise-grade conversational-AI platform for high-volume, complex customer interactions, differentiated by proprietary speech/dialog models, natural turn-taking, multilingual support, deep enterprise controls and a broad integration ecosystem. It competes with Parloa, Kore.ai, Replicant, Cognigy, Nuance/Microsoft and other enterprise voice/contact-center automation vendors; compared with broader omnichannel platforms, PolyAI emphasizes voice quality and complex voice resolution at scale.
Leadership
Founders
Nikola Mrkšić
Cambridge machine-learning and dialogue-systems researcher; PhD researcher at the University of Cambridge and co-founder/CEO of PolyAI.
Shawn (Tsung-Hsien) Wen
University of Cambridge dialogue-systems researcher and PhD holder; co-founder and Chief Technology Officer of PolyAI.
Pei-Hao (Eddy) Su
University of Cambridge dialogue-systems researcher and PhD holder; co-founder and SVP Engineering of PolyAI.
Executive Team
Nikola Mrkšić
Co-founder and Chief Executive Officer
Cambridge machine-learning/dialogue-systems researcher and PolyAI co-founder; leads the company's enterprise conversational-AI strategy.
Shawn (Tsung-Hsien) Wen
Co-founder and Chief Technology Officer
Cambridge dialogue-systems researcher and PhD holder; leads PolyAI technology.
Founding Story
PolyAI says its three Cambridge machine-learning researchers started the company after observing that enterprises should not have to choose between scale and quality in customer service. Their initial vision was that voice AI could handle genuinely complex, natural dialogue rather than only simple requests.
Business Model
Revenue Model
Enterprise usage-based pricing: ongoing voice-agent use is priced per minute and includes performance improvements, maintenance, monitoring, upgrades and 24/7 support. Enterprise customers also buy implementation, customization and platform services through a sales-led model.
Pricing Tiers
PolyAI describes transparent per-minute pricing for ongoing voice-agent use; the public pricing page requires a demo/contact for the actual rate.
Target Markets
- Enterprise contact centers
- Financial services and banking
- Healthcare and health systems
- Hotels and hospitality
- Restaurants
- Retail and consumer services
- Account management
- Customer authentication and verification
- Billing and payments
- Booking and reservations
- Call routing
- Troubleshooting and technical support
- Marriott
- Volkswagen
- PG&E
- Caesars Entertainment