Sold by: PolyAI
Deployed on AWS
Customer-led conversational assistants that accurately resolve customer enquiries and unlock data-driven operational improvement. PolyAI conversational assistants understand every caller regardless of accents, dialects, language, how they speak or what they say. Our unique platform and collaboration model allows us to deliver production-grade, customized solutions in 6 weeks or less.
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Overview
PolyAI is an AWS ISV-Accelerate partner, part of the APN Global Startup program and an official technology partner for Amazon Connect.
Past attempts at voice automation have forced callers to guess keywords and repeat themselves over and over in an attempt to be understood. PolyAI specializes in customer-led conversational assistants that allow callers to speak naturally, interrupt, ask questions and dive in and out of different topics. This means more accurate resolution of customer service issues, higher levels of caller engagement and satisfaction, and deeper operational insights for continuous improvement.
Born from the University of Cambridge, PolyAI is powered by the best spoken language technology on the market built specifically to understand people regardless of factors such as accents, dialects and background noise. Unlike most general purpose conversational platforms, our proprietary Large Language Model - ConveRT - has been trained specifically for customer service applications, enabling the deployment of production-grade, customized conversational assistants in just 6 weeks.
We help accelerate customer service transformation with a unique developer and dialogue design support model. As standard, our team of dialogue systems scientists, machine learning developers and linguists work with our clients and partners to manage, maintain and continuously improve each conversational assistant.
To learn more about our capabilities, pricing options and private offers please email: awsmarketplace@poly.ai
Highlights
- Voice AI agents that speak to people as people speak to each other, in any language, accent or dialect
- Market-leading Natural Language Understanding model, developed in-house and pre-trained specifically for customer service applications
- Powered by the best Spoken Language Understanding technology on the market to enhance speech recognition and accurately capture information in conversation
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Deployed on AWS
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Dimension | Description | Cost/12 months |
|---|---|---|
500K Minutes - 12 Months | Minimum annual commitment for 500,000 minutes of usage | $175,000.00 |
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no refunds
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By Accenture
Top
100
In Natural Language Processing
Top
25
In Speech Recognition
Top
100
In Natural Language Processing
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
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AI generated from product descriptions
Natural Language Understanding
Proprietary Large Language Model (ConveRT) pre-trained specifically for customer service applications enabling accurate understanding of customer inquiries
Spoken Language Understanding
Advanced speech recognition technology designed to understand callers regardless of accents, dialects, background noise, and variations in speech patterns
Conversational Interaction Model
Customer-led dialogue system allowing callers to speak naturally, interrupt, ask questions, and navigate between different topics without keyword guessing
Multi-language Support
Capability to process and respond in multiple languages with support for diverse accents and dialects
Integration with Amazon Connect
Official technology partnership enabling deployment as part of Amazon Connect customer service infrastructure
Robotic Process Automation Integration
RPA design and execution modules integrated within the platform for automating business processes
Pre-built Industry Templates
Over 80 industry cartridges available out of the box that can be customized for organizational requirements
Multi-channel Conversational Interfaces
Support for building virtual agents, chatbots, voice assistants and other conversational AI solutions
Analytics and Performance Monitoring
Analytics modules for tracking and monitoring conversational AI solution performance and interactions
Enterprise System Integration
Ecosystem of integrations with customer relationship management software and other enterprise platforms to connect legacy, hybrid and cloud elements
Multilingual and Multi-Channel Support
Pre-trained AI agents capable of supporting 100+ languages across 30+ voice and digital channels with over 100 prebuilt integrations
Multi-Model LLM Orchestration
Support for multiple large language model vendors including Amazon Bedrock, OpenAI, Azure OpenAI, Anthropic, Cohere, Google, and Aleph Alpha
AI-Powered Knowledge Management
Semantic search and Generative AI-based knowledge management system for delivering contextual and accurate answers to customer inquiries
Conversational and Generative AI Integration
Integration of Conversational AI and Generative AI technologies to create Agentic AI capabilities for autonomous agent operations
Pre-trained Industry-Specific Skills
Pre-configured AI agents with industry-specific skills and common service processes ready for deployment
Standard contract
No
No
No
Customer reviews
JaiBharath Boithi
Virtual agents have transformed routine customer calls and now free my team for complex issues
Reviewed on Sep 20, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for PolyAI is to build a solution for customer service, particularly automating common queries efficiently.
I use PolyAI to handle common customer service calls such as account balance checks and basic requests. For example, my virtual agent can understand a customer's request, provide the relevant information, and hand the conversation over to a human agent when needed.
It has made it easier for my customers to get the information they need by making the process more efficient.
PolyAI fits well into my workflow by automating repetitive customer interactions while allowing my support team to focus on more complex requests.
What is most valuable?
Key features of PolyAI that stand out for me are its natural language understanding, my ability to handle multiple customer calls, and a smooth handoff to a human agent when needed.
PolyAI has helped me reduce the workload from repetitive queries and improve response times.
Another great feature of PolyAI is its analytics and reporting, which helps me understand customer interactions.
Overall, PolyAI has been a great addition to my customer service workflow, and its strong natural language understanding, voice quality, and automation have helped improve efficiency.
What needs improvement?
One area where PolyAI can be improved is in deeper integrations with existing systems and more configuration on how to handle complex scenarios.
An area for improvement with PolyAI would be more flexibility to fine-tune conversation flows and responses.
Another improvement would be the advanced analytics and reporting of PolyAI. Better visibility into conversational trends and customer behavior would help my teams identify improvement opportunities more quickly.
For how long have I used the solution?
I have been using PolyAI for six months.
What do I think about the stability of the solution?
In my experience, PolyAI is stable and secure.
What do I think about the scalability of the solution?
PolyAI's scalability for my use case can handle increasing customer call volumes without significant impact.
How are customer service and support?
PolyAI's customer support has been responsive and helpful, assisting with setup, integration questions, and troubleshooting.
Which solution did I use previously and why did I switch?
Before PolyAI, I used a more basic IVR solution, and I switched because I needed its natural language understanding, more flexible conversations, and a smoother handoff for complex customer requests.
How was the initial setup?
PolyAI's initial setup requires some integration.
What was our ROI?
I have seen a return on investment with PolyAI through time savings and reduced workload for my teams, allowing my support to focus on high-value issues.
What's my experience with pricing, setup cost, and licensing?
PolyAI's pricing and licensing were competitive for my use case.
Which other solutions did I evaluate?
I evaluated a few other options before choosing PolyAI.
What other advice do I have?
My advice to others looking into using PolyAI is to clearly define customer service use cases and integration requirements before starting. My overall review rating for PolyAI is 8 out of 10.