# PolyAI (PolyAI)

Category: Voice AI agents. Public reviews about the AI: 0. Profile updated 2026-10-08.

Enterprise voice AI agents that answer customer phone calls, built in PolyAI's Agent Studio.

## What it does

PolyAI builds AI agents that answer customer calls and also run on SMS, web chat, WhatsApp, email and in-app voice [1]. Agents are built in Agent Studio, a browser tool, or with the ADK and REST APIs [2]. Each turn is driven by Raven, PolyAI's own voice-native model, and flows handle multi-step tasks such as booking, payment and verification [2].

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 APIs [3].

## Handoff

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 API [4].

## Controls

- Five platform guardrails are on by default: jailbreak defense, scope and hallucination control, AI identity, emergency and crisis escalation, and tool call integrity [5].
- Safety filters for hate, violence, sexual and self-harm content, with thresholds set per category and per channel [5].
- Changes are built in a Sandbox, can be checked in an optional Staging environment on a real call, and are compared before publishing to Live [6].
- Each publish is saved as a version, and Live can be rolled back to an earlier version in one step [6].
- Analytics include dashboards, conversation review, PolyScore and AI Scores [7].
- PII redaction, SSO and role-based access, and data residency in the US, UK, EU and APAC [1].
- PolyAI says customer data is never used for training without opt-in [1].

## Setup

Agents are built in Agent Studio without code, or locally with YAML and Python through the ADK [2]. PolyAI's quickstart says you can build a first agent in Agent Studio in minutes [7]. Time to a production deployment is not published.

## Billing

Per minute. Billed per minute of use; the rate includes improvements, maintenance and 24/7 support, and prices are given only by quote [8].

## Vendor claims (not results)

- PolyAI says 90% of calls are resolved end to end with no human agent on its largest deployments [1].
- PolyAI says it handles more than 100 million calls a year and 10,000 concurrent calls [1].
- PolyAI says its model responds in under 300 ms, voice to voice [1].
- PolyAI states 99.994% uptime over the trailing twelve months [1].
- PolyAI offers a 99.9% uptime SLA on phone lines [8].
- PolyAI says Carter's needed 60% less seasonal hiring and PG&E saved 35,000 labor hours [1].

## Not found in public sources

- Public per-minute price
- Definition of a resolved call
- An approval step before a change is published
- Time to launch a production agent

## Sources

1. [PolyAI home page](https://poly.ai/), PolyAI, accessed 2026-10-08
2. [Agent Studio documentation](https://docs.poly.ai/), PolyAI, accessed 2026-10-08
3. [Integrations](https://docs.poly.ai/integrations/introduction), PolyAI, accessed 2026-10-08
4. [Handoffs](https://docs.poly.ai/voice-channel/handoffs), PolyAI, accessed 2026-10-08
5. [Guardrails](https://docs.poly.ai/behavior/guardrails/introduction), PolyAI, accessed 2026-10-08
6. [Environments and versions](https://docs.poly.ai/environments-and-versions/introduction), PolyAI, accessed 2026-10-08
7. [Platform overview](https://docs.poly.ai/platform/introduction), PolyAI, accessed 2026-10-08
8. [Pricing](https://poly.ai/pricing), PolyAI, accessed 2026-10-08

Canonical page: https://get-support-ai.com/products/polyai