PolyAI Features & Overview

PolyAI is a voice AI platform for customer service teams. The system answers phone calls, understands open questions, and drives next steps like lookups, reservations, payments, and status checks. Retrieval-augmented generation grounds replies in your policies and data so answers stay precise. Teams design dialogs in Agent Studio, plug in knowledge sources, and connect telephony, CRM, and ticketing. The platform measures outcomes, improves intent coverage, and lets you update prompts, flows, and datasets without rebuilding from scratch.

Core Features

• Natural conversation engine: Handle free-form speech with interruptions, accents, and background noise. The agent detects intent, confirms details, and keeps context across turns to complete tasks without rigid menus.
• RAG knowledge integration: Pull facts from approved sources during calls. The agent cites the right article or record, formats a spoken answer, and avoids stale information because retrieval refreshes independently of model weights.
• Identity and verification: Authenticate callers with multi-factor choices like knowledge checks, one-time codes, or account lookups. The flow records outcomes and passes verified identity to downstream systems.
• Transaction handling: Execute actions such as reservations, order changes, card updates, and refunds through secure APIs. The runtime validates inputs, handles edge cases, and returns confirmations that agents can read back to the caller.
• Handover and failover: Transfer to a human with full context when confidence drops or policy requires it. The system forwards transcripts and key entities so live agents pick up without repeating questions.
• Analytics and tuning: Track containment, average handle time, success rates, and drop points. Teams review transcripts, label misses, and ship targeted improvements that raise containment without hurting satisfaction.
• Compliance and safety: Enforce PII redaction, consent prompts, and policy filters in real time. Admins set data retention, access scopes, and model allowlists to meet internal and regulatory standards.
• Design and testing tools: Build intents, prompts, and flows in a browser workspace. Batch tests evaluate tricky queries, compare versions, and prevent regressions before rollout.
• Omnichannel extensions: Reuse intents and retrieval across chat, SMS, and web widgets. Shared datasets and tools keep answers consistent while channels vary in tone and length.
• Telephony integrations: Connect existing carriers and call center platforms. The platform supports SIP, contact center routing, call recording controls, and concurrent capacity planning for peak periods.
• CRM and system connectors: Read and write to systems of record during a call. Typical integrations include reservation, EHR, loyalty, and order systems with audit logs for every action.
• Operations and reliability: Run health checks, scale traffic, and monitor latency. Automated alerts surface ASR drift, API outages, and unusual failure patterns so teams act before queues back up.

Supported Platforms / Integrations

• Contact center platforms such as Amazon Connect, Avaya, Cisco
• Hospitality systems including Amadeus Hospitality and Cendyn
• Healthcare systems including Epic and Cerner
• Carriers and SIP providers including Bandwidth, AVOXI, BT
• CRM, ticketing, and custom REST APIs through secure connectors

Use Cases & Applications

• Hospitality reservations, upsells, and loyalty lookups
• Banking and insurance authentication, balances, and claims status
• Retail and logistics order changes, delivery status, and returns
• Utilities move requests, outage updates, and bill payments

Pricing

• Custom pricing based on minutes of assistant usage
• Includes maintenance, ongoing optimization, and 24×7 support
• Enterprise contracts available for volume, security, and SSO

Why You’d Love It

• Handles real calls with open questions and messy audio
• Grounds every answer in your data and policies
• Improves over time with analytics, labeling, and safe deployments

Pros & Cons

Pros

• Natural speech handling with retrieval that keeps facts current
• Secure transactions and verified handoffs to human agents
• Strong analytics loop that raises containment and quality

Cons

• Custom integrations add lead time for complex backends
• Minute-based pricing requires forecasting for seasonal peaks

Conclusion PolyAI turns phone demand into resolved work. You connect systems, define policies, and launch a voice agent that answers questions, completes transactions, and escalates gracefully. Teams reduce wait times, protect accuracy, and scale service without expanding headcount.