PolyAI's voice agents help enterprises bring their best to every conversation

PolyAI is transforming customer experience with AI agents that help enterprises show up as the best versions of themselves in every conversation. We are trusted by global leaders including Marriott, Caesars Entertainment, PG&E, and UniCredit to handle their most complex customer interactions.

If you are nominating a brand-new product or service, state the date on which it was released. If you are nominating a new version of an existing product or service, state the date on which the update was released:

April 2025

Describe the features, functions, and benefits of the nominated product or service (up to 2,000 characters):

PolyAI believes every business should have a voice: one that speaks to customers with the clarity, empathy, and confidence of the very best customer service reps. We make it happen through lifelike voice agents that give customers instant access to the best version of a company: available to anyone, anywhere, at any time.

PolyAI agents handle the full spectrum of customer conversations. Of course, they manage familiar AI use cases such as FAQs, reservations, payments, and account updates - delivering speed, consistency, and 24/7 availability. But where they truly stand apart is in their ability to handle the most critical and emotionally charged interactions, where accuracy and empathy are non-negotiable. For example, PolyAI agents support tens of millions of medical transport calls, answer every call when utility customers need help during natural disasters and call volumes spike into the millions, and guide families through complex financial processes following the loss of a loved one.

These capabilities are powered by PolyAI Agent Studio, our voice-first, omnichannel platform designed for the "agentic enterprise." Agents running on the platform don't simply generate responses; they complete tasks end-to-end. They are powered by our proprietary models purpose-built for real-world conversations, including Raven, our large language model optimized on billions of real customer interactions, and Owl, our advanced speech recognition system that excels in noisy environments, diverse accents, and fast-paced dialogue. Together, they enable natural, human-quality conversations at enterprise scale that vendors who simply wrap their branding around all-purpose LLMs cannot match.

[REDACTED FOR PUBLICATION] The benefits of this complete conversational AI system are clear: faster resolution, lower costs, higher customer satisfaction, and the ability to handle demand and deliver insights on a scale humans alone cannot-while customers experience conversations that feel genuinely helpful. In fact, a 2025 Forrester Total Economic Impact study found that PolyAI delivers 391% ROI including $10.3M in average savings per enterprise, plus payback in under six months.

Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 2,000 characters):

PolyAI is one of the most proven agentic AI platforms in the world, with deployments far beyond pilots. More than 100 global enterprises across 25+ countries rely on us across thousands of live deployments that collectively generate an estimated $1B in annual value.

At each of our largest deployments, our AI agents perform the work of 1,000+ full-time employees. Agent Studio is trusted for the most critical conversations a business can have with customers:

• Tens of millions of medical transport calls - the ones people make when their health is on the line.
• At PG&E, California's largest energy company, we answer every call, even when wildfires trigger over a million calls in a single day.
• Global banks like Unicredit use our multilingual agents to cut waiting times and improve service, boosting NPS score by 14 points.
• We run the Las Vegas Strip, booking millions of trips to the world's most iconic travel destination.
• We're the voice of thousands of restaurants, helping them grow revenue by up to 10% - often the difference between whether they survive to next year.

These outcomes are reinforced by independent validation. In addition to the Forrester study above, 2025 third-party reception included:

• Multiple Gartner Hype Cycle reports (Customer Service, CRM, Strategic Cost Optimization) and named one of just thirteen vendors in the 2025 Magic Quadrant(TM) for Conversational AI Platforms
• Deloitte ranked us the #1 fastest-growing AI company in the UK
• IDC Innovator in Voice AI
• Inc.'s 2025 Best in Business list

Our impact was also reflected in our 2025 Series D round, which took us over $200m in total funding. Led by Khosla Ventures, NVIDIA, [REDACTED FOR PUBLICATION], British Business Bank, and Georgian, this fundraise showed how seriously our results are being taken by the VC community. NVIDIA CEO Jensen Huang announced his investment in PolyAI on stage with the UK's Prime Minister.

Finally and most importantly, our customer feedback underscores the trust they place in us. As Quicken's Director of Technology noted, "Our AI agent represents Quicken as much as I do." (See the case study links above and case study videos linked below for more.)