News
The Gist
-
Major funding round. PolyAI secured $86M Series D from Georgian, Hedosophia and Khosla Ventures.
-
Enterprise AI adoption. Over 100 enterprises use PolyAI for customer interactions globally.
-
Operational impact. Senior IT and CX executives may see ROI, cost savings and improved automation.
Enterprise voice AI is maturing from experimental technology into essential customer service infrastructure — and investors are taking notice.
PolyAI raised $86 million in Series D funding on Dec. 15, co-led by Georgian, Hedosophia and Khosla Ventures. The round included participation from NVentures (NVIDIA's venture capital arm), British Business Bank, Citi Ventures, Squarepoint Ventures, Sands Capital, Zendesk Ventures and Point72 Ventures.
The funding brings PolyAI's total capital raised to over $200 million. According to company officials, the investment will support development of its Agent Studio platform and expand go-to-market efforts.
The Emergence of the 'Agentic Enterprise'
We turned that idea into reality, and it led to something far greater: the emergence of the agentic enterprise. This is a living, breathing system that understands what your customers, employees, and AI agents are doing in real time — and helps them all succeed together. Like seeing a single drop of water and fixing a leak before it bursts, the agentic enterprise can detect and respond to problems and opportunities before human agents even know they exist. We're building this future with the world's leading enterprises, where our AI helps millions of customers every day.
- Nikola Mrkšić, CEO and co-founder
PolyAI
PolyAI Platform Capabilities
Key capabilities PolyAI highlights as it scales enterprise conversational AI across industries.
| Capability | Description |
|---|---|
| Agent Studio platform | Proprietary technology for building and deploying conversational AI agents |
| Multilingual support | Operates across 45 languages in over 25 countries |
| Enterprise scale | Powers more than 2,000 live deployments for 100+ enterprises |
| Workforce automation | Performs work equivalent to 1,000+ full-time employees at multiple enterprises |
| Industry coverage | Serves financial services, healthcare, hospitality, insurance, energy and retail sectors |
Agent Studio Laid the Product Foundation for PolyAI’s 2025 Momentum
PolyAI’s big product milestone was its April 2025 launch of Agent Studio, the company’s voice-first, omnichannel platform for building and managing enterprise-grade conversational AI agents.
Positioned as a control layer for generative AI in customer service, Agent Studio gives enterprises visibility into how AI agents behave, why they respond the way they do and how they can be tuned over time. The platform emphasizes transparency, governance and operational reliability — priorities for regulated and high-volume environments such as healthcare, financial services and travel.
Agent Studio combines PolyAI’s proprietary voice models with tools for fine-grained agent control, self-service configuration and real-time optimization. Enterprises can test conversational flows, adjust tone and lexicons, and monitor performance through built-in analytics and observability features, rather than treating AI agents as opaque black boxes.
The platform also reflects PolyAI’s focus on scalability and accuracy. Its in-house automatic speech recognition (ASR) and conversational large language models are designed to reduce word error rates and minimize hallucinations in longer customer interactions — a critical issue in contact centers where calls routinely exceed several minutes.
Enterprise Conversational AI Market Context
The global conversational AI market is projected to grow from $17.05 billion in 2025 to $49.8 billion by 2031 — a 192% increase with a compound annual growth rate of 24.7%.
Voice AI has evolved from experimental IVR systems into mainstream customer service infrastructure. Nearly 50% of US internet users had used voice assistants as of 2024, with 8.4 billion voice assistant units in active use worldwide.
Blair Pleasant, president of COMMfusion, told CMSWire earlier this year that leading companies are expanding voice AI usage because "voice is the most natural way to communicate," leading to improved business outcomes.
Related Article: The Acceleration of Voice AI: Where Customer Service Goes From Here
Operational Efficiency & ROI
Organizations using generative AI-enabled customer service agents saw a 14% increase in issue resolution per hour and a 9% reduction in time spent handling issues. Companies using AI-powered customer service report a 20-30% reduction in operational costs.
Overall, 78% of organizations now use AI in at least one business function, up from 72% in early 2024.
Vertical Market Expansion
Voice AI is expanding rapidly across industries:
-
Healthcare: Transcription capabilities enable professionals to spend more time with patients and less on documentation
-
Banking: Enhanced fraud detection and authentication have increased customer comfort with voice-based financial transactions
-
Customer service: Integration timelines have shortened from months to weeks as sector-specific language models become readily customizable
Investment & Strategic Priorities
Weekly AI usage among decision-makers jumped from 37% to 72% in one year. Average AI budgets more than doubled from $4.5 million to $10.3 million.
Execution gaps remain. Only 11% of companies report high effectiveness in deploying human-like AI conversations — indicating significant room for improvement despite strong adoption momentum.
Webinar
Dec
16
Roundtable: Turning Real-Time CX Signals into Business Results
Four big brands. One live, unscripted discussion on how modern CX teams move from dashboards to real impact.
Register
Webinar
On demand
Empowering Non-Profits: Smarter Crisis Communication and Community Engagement
The cost of miscommunication is measured in more than words. Learn to deliver outreach that's fast, clear and trusted.
Watch Now
Webinar
On demand
Unlock Connected Service: How to Forecast, Staff & Support Every Channel
Stop juggling tools. 73% of CX leaders say silos damage CX. Build a seamless service operation instead.
Watch Now
Webinar
On demand
Beyond Composability: How Modern Marketers Build Connected Experiences
Ready to launch campaigns faster, personalize smarter and prove your marketing ROI? Discover the power of a modern DXP.
Watch Now
Webinar
On demand
Rebrand. Migrate. Optimize. How to Do It All (Without Slowing Down)
Cresta leveled up site speed, design flexibility and marketer sanity (in record time). Find out how.
Watch Now
Webinar
On demand
From Manual to Magical: How AI Transforms CX Teams
Learn how to replace manual support processes with automation that actually delivers.
Watch Now
PolyAI Background
PolyAI, founded in 2017, targets mid-sized and large enterprises seeking to automate high-volume customer interactions in travel, hospitality, healthcare, gaming and restaurants. The company offers AI-powered conversational assistants designed to handle routine inquiries across voice, web chat and messaging channels.
Have a tip to share with our editorial team? Drop us a line:
