PolyAI

PolyAI is a London-based conversational AI company that spun out of Cambridge University's dialogue systems research group. Its Agentic Dialog Platform lets enterprises build customer service agents that answer phone calls and resolve them without a human. Typical tasks include authentication, billing and payments, bookings, order management, call routing and troubleshooting. Teams build agents in Dialog Studio using anything from no-code flows to full code. A design and optimization assistant called Wren helps with testing and tuning. One agent can be deployed across voice, SMS, WhatsApp, web chat, email and in-app voice. PolyAI runs its own models: Dialog-RSN-1, an audio-native voice model, and Dialog-RAVEN, a text model for messaging. It mainly sells to large brands in banking, healthcare, hospitality, retail, utilities and telecom, and reports more than 100 enterprise customers and 2,000 deployments in 45 languages. The managed platform is priced per minute through a custom quote that includes maintenance, model upgrades, integrations and 24/7 support. There is also a self-serve Dialog-RSN-1 API at 2 cents per connected minute plus token charges. Pre-built integrations cover Twilio, NICE, Zendesk, ServiceNow, Slack, Teams and Zoom, and there are open APIs, a CLI and an MCP server. Security includes SOC 2 Type 2, ISO 27001, PCI DSS, SSO and RBAC, and regional data residency. The main limitation is that the platform has no published price and needs a sales-led, enterprise-scale engagement. Some reviewers also want deeper analytics and mention occasional lag.