PolyAI
UK SOFTWARE PROFILE
PolyAI
Voice and chat agent platform with business-task flows, staged deployment and contact-centre handover.
One product. Different jobs.
Each score uses that category's criteria. Compare products within a category, rather than comparing scores across unrelated tasks.
AI voice agents ↗
41–100/100 documented fit41% evidence coverageCompare in this category ↗Pricing & practicalities
Model your total cost ↗Published starting point
AI agent platforms
Request pricingScoped proposal · voice minute and deployment scope · quote billing
VAT basis not stated
Published pricing is per minute with maintenance and support; obtain an implementation and usage quote.
Check current price ↗AI voice agents
Request pricingScoped proposal · voice minute and deployment scope · quote billing
VAT basis not stated
Published pricing is per minute with maintenance and support; obtain an implementation and usage quote.
Check current price ↗Consider before choosing
- Confirm the exact UK telephone route and deployment region.
- Some handover context fields require PolyAI configuration rather than self-service setup.
Connected workflows
- SIP contact centres
- CRM integrations
- REST APIs
- MCP
Confirm the integration's direction, permissions, plan and sync behaviour with the supplier.
BEHIND THE AI CLAIM
AI capabilities
Agents combine business knowledge and flows; Wren drafts an initial configuration from natural language.
Documented capabilities
- Knowledge-grounded conversations
- Connected business tasks
- Natural-language agent drafting
Plans, limits & questions
- Validate outcomes against real cases.
- Some handover integrations require technical implementation.
Feature-by-feature evidence
AI agent platforms — 20 scored checks
| Capability & demo question | PolyAI41–100/100 documented fit |
|---|---|
Core workflowBusiness knowledge grounding7.0 points availableAsk in the demoAnswer a question using an approved document or help article. | ✓ Supported FAQs and sources ground responses. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowBusiness-system actions7.0 points availableAsk in the demoRetrieve or update a permitted record through an integration. | ✓ Supported Flows complete connected tasks. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowMulti-turn task completion7.0 points availableAsk in the demoComplete a request that needs clarification over several turns. | ✓ Supported Multi-step flows handle customer requests. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowHuman escalation7.0 points availableAsk in the demoEscalate an unsupported request with its conversation context. | ✓ Supported Human handoff can preserve context. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowConversation and action logs7.0 points availableAsk in the demoInspect the agent's messages and the actions it attempted. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points |
Workflow depthKnowledge source management4.0 points availableAsk in the demoAdd, update and remove a source used by the agent. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthRestricted tool permissions4.0 points availableAsk in the demoLimit which systems and actions this agent can use. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthApproval before consequential actions4.0 points availableAsk in the demoRequire a person to approve an action before it executes. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthFailed-tool handling4.0 points availableAsk in the demoSimulate a failed integration and show a useful recovery path. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthCustomer or user authentication4.0 points availableAsk in the demoProtect a private-record lookup from an unauthenticated visitor. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthOperational guardrails4.0 points availableAsk in the demoSet a restricted topic or action and test it. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthMultiple deployment channels4.0 points availableAsk in the demoUse the agent in two supported channels. | ✓ Supported Voice and chat are supported. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthVersions and environments4.0 points availableAsk in the demoTest a change separately before promoting it. | ✓ Supported Sandbox and Live separate changes. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthRepeatable evaluation cases4.0 points availableAsk in the demoRun a saved set of cases after changing the agent. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthTask-outcome analytics4.0 points availableAsk in the demoReport successful actions, escalations and failed requests separately. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthConversation-data export5.0 points availableAsk in the demoExport relevant logs for independent review. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthUsage and cost visibility5.0 points availableAsk in the demoInspect usage and set or explain the spending limit. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIModel choice or configuration5.0 points availableAsk in the demoShow how model behaviour or choice is configured for the task. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AINatural-language agent building5.0 points availableAsk in the demoDescribe an agent and inspect the generated configuration. | ✓ Supported Wren creates an initial agent draft. 5.0 / 5.0 pointsEvidence ↗ |
AIAI-assisted quality review5.0 points availableAsk in the demoIdentify weak conversations or score outcomes with configurable criteria. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.
AI voice agents — 20 scored checks
| Capability & demo question | PolyAI41–100/100 documented fit |
|---|---|
Core workflowInbound telephone calls7.0 points availableAsk in the demoCall the proposed number and speak to the agent. | ✓ Supported Platform handles customer phone conversations. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowEnglish voice conversations7.0 points availableAsk in the demoComplete an unscripted English exchange using the intended voice. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–7.0 / 7.0 points |
Core workflowBusiness knowledge answers7.0 points availableAsk in the demoAsk a question whose answer appears in an approved business source. | ✓ Supported FAQs and source material ground answers. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowLive system actions7.0 points availableAsk in the demoCheck availability or retrieve a record during a call. | ✓ Supported Flows can check and change bookings or accounts. 7.0 / 7.0 pointsEvidence ↗ |
Core workflowHuman call transfer7.0 points availableAsk in the demoAsk for a person and complete the transfer. | ✓ Supported SIP REFER, INVITE and BYE handoff methods are documented. 7.0 / 7.0 pointsEvidence ↗ |
Workflow depthDocumented UK number route4.0 points availableAsk in the demoShow UK number provision or a supported import/trunking route for the deployment. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthInterruption handling4.0 points availableAsk in the demoInterrupt the agent mid-sentence and change the request. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthKeypad or IVR handling4.0 points availableAsk in the demoUse or navigate a keypad-driven step where the workflow needs it. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthTransfer with context4.0 points availableAsk in the demoPass a summary or relevant call data to the receiving person. | ✓ Supported Configured headers or handoff APIs deliver caller context. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthNo-answer transfer recovery4.0 points availableAsk in the demoMake the destination unavailable and inspect the fallback. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthControlled outbound calling4.0 points availableAsk in the demoInitiate an authorised outbound call and show recipient controls. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthRecordings and transcripts4.0 points availableAsk in the demoLocate a call's recording and readable transcript. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthStructured post-call results4.0 points availableAsk in the demoExtract an agreed field or disposition from the call. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthPost-call webhooks4.0 points availableAsk in the demoDeliver the call result to a CRM or workflow. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–4.0 / 4.0 points |
Workflow depthSafe testing before deployment4.0 points availableAsk in the demoTest a changed agent separately from live traffic. | ✓ Supported Changes reach Sandbox before Live; Staging is available. 4.0 / 4.0 pointsEvidence ↗ |
Workflow depthRecording and data controls5.0 points availableAsk in the demoShow retention or recording controls for the account. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthCapacity and cost controls5.0 points availableAsk in the demoExplain concurrency, queued calls and the full per-call cost. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIVoice and conversational tuning5.0 points availableAsk in the demoConfigure voice or turn-taking behaviour for the use case. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
AIAI-assisted agent configuration5.0 points availableAsk in the demoDraft or revise the agent from a plain-language instruction. | ✓ Supported Wren drafts agents from a description. 5.0 / 5.0 pointsEvidence ↗ |
AIAutomated call-quality analysis5.0 points availableAsk in the demoRun configurable evaluation criteria over completed calls. | ? Not verified Exact workflow not verified in the reviewed material; request a demonstration. 0.0–5.0 / 5.0 points |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.