Accelerating customer experience transformation: PolyAI’s product vision
Accelerating customer experience transformation: PolyAI’s product vision. Explore the future of the agentic enterprise and omnichannel customer experience.
Toward the agentic enterprise
Customer expectations are evolving fast, and meeting them means combining automation with a human touch. At VOX 2025, PolyAI’s Chief Product Officer, Christopher Osborne, joined Director of Product Management Frank Ferro, AI Product Manager Greg Janota, and Group Product Manager Meghan Burton to share a vision for the next era of customer experience, where AI works alongside people to enhance every interaction.
At the heart of this vision is the agentic enterprise. In these organizations, people, processes, and AI work together seamlessly. Every innovation at PolyAI starts with meaningful customer interaction. Connecting teams, systems, and feedback loops enables enterprises to automate routine and complex tasks while maintaining strong human engagement.
AI as the enterprise nervous system
Agent Studio enables this transformation. What began as a tool to support agents has emerged as the nervous system of the enterprise, coordinating people, systems, and workflows in real-time. PolyAI agents are evolving in key ways to deliver:
- Real-time context evolution: Anticipating issues and resolving them before they escalate
- Collaborative agent co-creation: Teams refining, configuring, and building AI systems together
- Agentic supervision: AI monitors, diagnoses, and proposes solutions
- Frictionless customer experiences : Integrated across channels to deliver the right response at the right moment
Agent Studio becomes the nervous system for the enterprise. It's communicating throughout systems. It's communicating through people, feedback loops which make things stronger. And then, of course, we're in those channels where our customers are today. We're connecting with them, and it enables you to connect with your businesses.
Advancements in PolyAI’s Agent Studio
Conversational AI infrastructure: Powered by Raven
The intelligence behind frictionless experiences is Raven, PolyAI’s proprietary LLM, specifically tuned for live real conversations, where responses need to be accurate, robust, and fast. General-purpose models like GPT and Claude are overly specialized to long-form, chatbot use cases. In voice settings, they often struggle with understanding what the user has actually said.
Collaborative building with Agent Studio
Over the next year, PolyAI will introduce co-creative experiences that understand your goals and help you expand the way you use AI agents safely and intelligently, generating workflows, suggesting improvements, and validating them before they go live, to help teams scale customer experiences with confidence.
- Define: Use real conversational patterns to identify the highest-impact problems to solve, grounding every build in evidence rather than assumptions.
- Design: Turn understanding into action by shaping workflows that directly address the friction and opportunities surfaced in customer interactions.
- Generate: Describe what you want, and Agent Studio drafts it instantly, drawing from patterns proven across millions of real conversations.
- Validate: Validate every flow using real data, real calls, and real outcomes to ensure the agent hits KPIs before deployment.
Turning conversations into actionable insight
Smart Analyst is the intelligence layer that completes the co-creation cycle by turning conversational data into guidance for what to build next so that you can improve your agent's performance, based on real insights.
Seamless experiences across every channel
PolyAI has evolved from a “voice-first” approach to true omnichannel customer experience enablement. Customers now interact across multiple platforms, including phones, web chat, messaging apps, and social media. PolyAI helps enterprises deliver consistent, high-quality experiences through:
Transforming customer interactions
From improving AI agent intelligence to turning conversations into insights and expanding omnichannel support, PolyAI gives enterprises the tools to improve customer experiences.
Watch VOX on demand
If you want to dive deeper into the revolutionary ideas discussed, you can watch all of the sessions from VOX 2025 Fluent on demand and see how your organization can transform customer experiences, and make every customer feel heard. Instantly.
