Companies using PolyAI’s enterprise conversational AI are seeing big returns, with a 391% ROI in three years and payback in under six months, according to a 2025 Forrester Consulting study.
The Forrester study, commissioned by PolyAI and based on interviews with four of its customers across various industries, found key results from investing in PolyAI include:
- Improved customer and employee experiences
- Better insights drawn from greater data observability
- Significant increases in profit due to lower costs, reduced abandonment rates, and new upsell opportunities
PolyAI customers reported that the company’s voice-first, omnichannel AI platform for customer engagement helped them solve persistent challenges, including high labor costs and attrition rates, missed revenue opportunities, long wait times, and low customer satisfaction scores. Forrester aggregated these factors into a composite organization model and found that interviewed enterprises using PolyAI achieved the following over a three-year period:
- $10.3 million in agent labor cost savings
- 50% reduction in abandonment rate
- 25% decrease in agent attrition
- Payback on initial investment in less than 6 months
“Enterprises are ready for an agentic future, but most are stuck in pilot mode. We help our customers deliver lifelike voice experiences that actually scale and create real business value. This study shows what our clients already know: better experiences lead to better outcomes,”
The study’s findings reflect the benefits enterprises have seen using PolyAI’s platform. Interviewed customers said:
“I track outside feedback from members — just overall ride-booking defects, complaints, and grievances, and PolyAI actually does a better job than a CSR in handling these instances. There are fewer booking errors and fewer complaints and grievances for rides booked by the bot versus a human.” — Co-founder and CPO of a healthcare company
“In four weeks, we were able to deploy this virtual assistant on 40,000 calls. On day one, it handled over 80% of those calls without the need to speak to an agent. […] The cost savings are obviously great, but it’s more about what we are doing to make it easier for our customers to do business with us.” — Director, contact center operations at a hospitality company
“PolyAI is without a shadow of a doubt helping to answer all calls as it does, but it also makes sure that even when we are busy, calls aren’t waiting too long and are not abandoned as often as they were.” — Customer services director at an insurance organization
The Total Economic Impact™ of PolyAI study was conducted by Forrester Consulting on behalf of PolyAI. Get your copy of the study here.