B2B Sales Engagement & Intelligence · B2B SaaS Provider
PolyAI
Enterprise voice and chat agents for complex customer-service operations.
Available information varies by company and source.
Profile record updated:
Company facts
- Official name
- PolyAI Limited
- Entity type
- COMPANY
- Founded
- 2017
- Headquarters
- United Kingdom
- Company size
- 201–500
- Market cluster / sector
- B2B Sales Engagement & Intelligence
- Market role
- B2B SaaS Provider
- Official website
- poly.ai
What PolyAI does
PolyAI operates a B2B AI software model. It supplies a proprietary conversational-agent platform for enterprise customer-service automation, combining implementation and integration work with recurring call-usage and platform revenue. Customers use the platform to automate telephone and digital conversations, while PolyAI provides model technology, agent-building tools, governance, maintenance, monitoring, upgrades and support. Its restaurant product packages the same capability for repeatable, location-level deployment.
Category differentiation
PolyAI is an enterprise conversational AI and voice-agent software provider, not a consumer chatbot application or a general-purpose foundation-model provider. It is distinct from contact-centre operators that deliver human agent services.
Strategic context
AI-supported assessment from the existing company research; distinguish interpretation from sourced facts.
PolyAI Limited is a UK private enterprise software company that provides AI-powered voice and chat agents for complex customer-service interactions. Its Agentic Dialog Platform enables enterprises to build, deploy, govern and improve customer-facing agents through visual tools, developer tooling, APIs, analytics, knowledge retrieval and enterprise controls. The company serves contact-centre, customer-service, operations, engineering and digital-transformation teams across sectors including hospitality, financial services, utilities and retail. PolyAI earns revenue from enterprise deployments through setup fees and usage-based per-minute voice charges, alongside recurring platform and support services. It also sells PolyAI Host, a packaged restaurant telephone-reservation agent integrated with OpenTable, on a per-location monthly subscription basis.
Company news briefing
Briefing updated:
Following its $86 million Series D funding round closed in December 2025, PolyAI has advanced its enterprise voice capabilities with the launch of its audio-native dialog model, Dialog-RSN-1. The company further expanded its market presence by winning Best AI Tool at the Digiday Technology Awards 2026, alongside deploying new resources such as its 'Frontier dialog model' page and strategic thought leadership publications.
Business model & monetisation
PolyAI charges enterprise customers an upfront build or setup fee followed by usage-based per-minute fees for voice-agent calls. Usage pricing covers ongoing performance improvements, maintenance, monitoring, upgrades, support and a 99.9% uptime SLA, with pricing determined by call volume and use-case complexity. PolyAI Host adds recurring per-location subscriptions, listed at $399 per month standard pricing and $299 per month under the OpenTable partner offer after a three-month free trial.
- Enterprise voice-agent call usage
- Per-minute usage fees
- Enterprise implementation and setup
- Service fee
- PolyAI Host restaurant deployments
- Per-location monthly subscription
- Ongoing support, monitoring and platform services
- Recurring service and platform fees
Products & capabilities
No products with linked sources are available in this view.
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Competitors & alternatives
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Enterprise platform for governed AI customer-service agents.
Enterprise conversational AI for chat, voice and email automation.
Cloud contact-centre software with AI, analytics and workforce tools.
Enterprise AI agents for omnichannel customer service automation.
Enterprise AI platform for contact-centre conversations and automation.
Side-by-side comparisons
Recent recorded signals
Dates refer to the source publication. Older entries are historical context, not evidence of a new event.
AI is changing customer service jobs, for better or worse
AI · Recorded impact score: 2/5
Artificial intelligence is transforming customer service roles, with AI tools handling routine tasks and administrative work, allowing human agents to focus on complex cases. However, employees report increased workloads and new challenges as AI errors create extra work. Companies like Virgin Media O2 and ArvatoConnect are adopting AI agents, with ArvatoConnect aiming for 70% of interactions handled by technology. Experts warn of work intensification and potential burnout as agents handle tougher cases, while metrics shift toward customer outcomes rather than speed. The article highlights the mixed impact on employees, with some seeing benefits and others feeling overworked.
- AI tools are taking over routine customer-service tasks, allowing humans to handle complex cases.
- Virgin Media O2 launched an AI voice agent in September 2026.
Voice AI Leaders Say Tech Hasn't Had Its ChatGPT Moment Yet
AI Voice Technology · Recorded impact score: 2/5
At the HumanX conference, executives from PolyAI and Otter discussed the current state and future of voice AI. PolyAI's CTO Shawn Wen believes that while full-duplex models have been achieved, voice AI still lacks a 'ChatGPT moment' due to the need for faster reasoning and more natural conversations. Otter's CMO Alex Gay emphasized the importance of speaker identification and accurate transcription as foundational for automation, and highlighted work on digital twins with emotive voices. Both executives stressed the need for transparency, ensuring users know when they are interacting with AI. They identified challenges such as ASR accuracy and language understanding, which are critical for building trust and effective downstream actions.
- PolyAI CTO Shawn Wen stated voice AI hasn't reached its 'ChatGPT moment' despite full-duplex models.
- Otter CMO Alex Gay emphasized speaker identification and accurate transcription as critical for automation.
Dialog-RSN-1 is now on AWS SageMaker
Recorded impact score: 2/5
PolyAI announces that Dialog-RSN-1 is now available on AWS SageMaker, enabling deployment of their voice AI model on the AWS platform.
PolyAI, Taboola, Contentful, Docusign Win 2026 Digiday Tech Awards
Awards · Recorded impact score: 1/5
The 2026 Digiday Technology Awards recognized companies leveraging AI and automation to enhance personalized experiences, targeting, and performance. PolyAI won Best AI Tool for its agentic dialog platform, which powers SafeRide Health's AI agent 'Steven', reducing speak-to-human rates from 55% to 2%. Taboola's Adam Singolda was named Technology Founder of the Year for launching DeeperDive, a conversational AI platform for publishers. Contentful and Docusign won Best Personalization & A/B Testing Platform, with Docusign using Contentful Personalization to launch tailored homepages across 20 audience segments, reaching 6.19 million monthly active profiles by March 2026. The awards span categories like affiliate marketing, agentic AI, CDPs, and clean rooms.
- PolyAI won Best AI Tool for its agentic dialog platform, with SafeRide Health's AI agent 'Steven' managing 80% of inbound calls.
- Adam Singolda, founder and CEO of Taboola, was named Technology Founder of the Year for DeeperDive.
Digiday Technology Awards 2026 Honor AI and AdTech Innovators
Platform · Recorded impact score: 2/5
The 2026 Digiday Technology Awards recognized companies across various categories, including AI, personalization, and ad tech. Notable winners include PolyAI for Best AI Tool, with SafeRide Health deploying its AI agent 'Steven' to manage over 80% of inbound calls. Taboola's CEO Adam Singolda was named Technology Founder of the Year for launching DeeperDive, a conversational AI platform for publishers. Contentful and Docusign won Best Personalization & A/B Testing Platform, which enabled Docusign to personalize homepages for 20 audience segments. Other winners include Seedtag and Qatar Tourism for alternative ID, Viant for best buy-side platform, and Semrush (an Adobe company) for SEO. The awards highlight industry trends toward AI, agentic tools, privacy-first identity, and integrated measurement.
- PolyAI won Best AI Tool; SafeRide Health uses its AI agent 'Steven' to automate 80% of inbound calls.
- Adam Singolda, Taboola's CEO, named Technology Founder of the Year.
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Questions about PolyAI
What is PolyAI?
PolyAI is an enterprise software provider of AI voice and chat agents for customer-service conversations.
Who uses PolyAI?
Enterprise contact-centre, customer-service, operations, engineering and hospitality teams use PolyAI.
How does PolyAI make money?
PolyAI charges setup fees, per-minute voice usage fees, recurring platform services and per-location restaurant subscriptions.
Sources & coverage
This profile uses public, official and technically observable information. Missing information does not prove that a product or relationship does not exist. The list below does not imply that every profile statement has been verified.
26 publicly documented primary sources and citations linked across the market graph.
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