PolyAI

Our full take

PolyAI is the enterprise option of the bunch. Where most tools on this site hand you a builder and a per-minute price you can read off a page, PolyAI builds a custom voice assistant for you and your contact centre, then quotes you privately. The target buyer is not a solo founder. It is a bank, a hotel group, a utility or a hospital chain running thousands of calls a day, the kind of operation where a long sales cycle and an annual contract are normal.

What it actually does is answer your inbound phone line and hold a real conversation. The assistant can take a booking, process a payment over the phone, authenticate a caller, route the call to the right team, and handle the everyday questions (opening hours, billing, order status) without passing the caller to a person. PolyAI runs this on its own proprietary model, called Raven, which it says is trained on more than a billion enterprise conversations. The platform supports 45 languages as standard, which matters if your callers do not all speak English.

The customers are the strongest part of the story, because they are named and the results are public. Golden Nugget, the Landry’s hotel and casino brand, uses a PolyAI assistant on its central reservations line. PolyAI’s own case study reports it handles 34% of those calls and averages over 300 completed reservations a week, payment details included, the equivalent of about three days of agent time a week. Pacific Gas and Electric (PG&E), the California utility, deployed PolyAI agents to handle emergency calls in English and Spanish during weather outages. UniCredit, the European bank, used a Croatian-speaking assistant to replace a 20-year-old phone menu system. PolyAI also lists Marriott, FedEx and Caesars Entertainment among its enterprise customers. These are real brand names with sourced outcomes, which is rare in this market and the main reason an enterprise buyer takes PolyAI seriously.

On compliance, PolyAI checks the boxes a regulated buyer cares about, and it documents them. Its compliance page states SOC 2 Type II, HIPAA, GDPR, PCI-DSS (for taking card payments over the phone, which the Golden Nugget deployment actually does), ISO 27001, and the UK government’s Cyber Essentials and Cyber Essentials Plus. We have marked HIPAA, SOC 2 Type II and GDPR true on the strength of that primary source. Note one nuance on HIPAA: PolyAI’s wording is that its systems are “designed to meet” HIPAA requirements “where relevant”, so if you are in healthcare, confirm the specifics and the legal data-handling agreement (the BAA) with their sales team before you build a clinical workflow on it.

Now the honest limitation, and it is a big one for most readers of this site. PolyAI does not publish a price. There is no per-minute rate on a page anywhere. The only public statement we could find is on PolyAI’s own pricing page, which says ongoing use is “priced on a per-minute basis” and bundles in performance tuning, maintenance and 24/7 support, but it gives no actual figure. Everything else is a quote. You request a demo, you talk to sales, and you get a custom price, typically on an annual contract. That is why every pricing number on this page is zero: not because PolyAI is free, but because we refuse to invent a rate the vendor does not disclose. If a per-minute price on a page is what you need to make a decision today, that alone rules PolyAI out, and a tool like Retell or Synthflow will serve you better.

So who is PolyAI actually for? If you run a large contact centre, you want a built-for-you assistant rather than something you wire up yourself, you need proven enterprise results and documented compliance, and you can absorb a sales cycle and an annual commitment, PolyAI is a serious contender and the named-customer track record backs it up. If you are a small business, a single-location clinic or an agency wanting to ship something this week on a card and a usage meter, this is the wrong tool. It is built for the other end of the market, and the quote-only pricing is the clearest signal of that.

One more thing worth flagging, because it changes the picture slightly. As of May 2026 PolyAI also opened a self-serve build option, with the first two months free, alongside its enterprise sales motion. That lowers the barrier to trying it, but it still does not put a public per-minute figure on the table, so the pricing caveat above stands until PolyAI publishes a rate.

We have not placed our own test calls to PolyAI yet, so there are no Voxrater latency numbers here. The positioning, customer results, language count and compliance detail above are from PolyAI’s own site, case studies and compliance docs, plus a May 2026 industry report on the platform launch, all captured 2026-05-31. The benchmark section fills in once we run the calls.

AI-assisted research, editorial judgement and review by Voxrater. Last reviewed 2026-05-31. Voxrater earns affiliate commissions on some vendors, but not this one: PolyAI has no affiliate programme, so there is no tracked link and no commission on any visit from this page. Independent benchmark, no vendor spin.