https://poly.ai/blog The latest articles from PolyAI en https://poly.ai/blog/enterprise-voice-ai-challengeshttps://poly.ai/blog/enterprise-voice-ai-challengesFri, 02 Oct 2026 00:00:00 GMTVoice runs on a clock that text never had. Here's why turn-taking breaks most voice agents, what Dialog-RSN-1 does differently, and which layers of the stack enterprises should own. https://poly.ai/blog/state-of-customer-conversations-in-2026https://poly.ai/blog/state-of-customer-conversations-in-2026Tue, 15 Sep 2026 00:00:00 GMT533 CX leaders. 1,045 consumers. New PolyAI research shows where they disagree on customer service, and how to fix it. https://poly.ai/blog/wren-agent-improves-dialog-agentshttps://poly.ai/blog/wren-agent-improves-dialog-agentsWed, 09 Sep 2026 00:00:00 GMTWren analyzes every agent conversation, proactively thinks up improvements, and tests whether they work. These incremental changes compound into massive gains for your business. https://poly.ai/blog/why-model-speed-is-only-part-of-voice-latencyhttps://poly.ai/blog/why-model-speed-is-only-part-of-voice-latencyFri, 21 Aug 2026 00:00:00 GMTVoice latency belongs to the whole system. Turn detection, integrations and telephony can matter more than model speed. https://poly.ai/blog/dialog-ai-persistent-contenthttps://poly.ai/blog/dialog-ai-persistent-contentThu, 20 Aug 2026 00:00:00 GMTWhy AI agents ask customers to prove who they already are, and the capability that ends the cold start. https://poly.ai/blog/polyai-launches-direct-integration-with-epichttps://poly.ai/blog/polyai-launches-direct-integration-with-epicTue, 18 Aug 2026 00:00:00 GMTPolyAI connects directly to Epic, cutting hold times and streamlining scheduling for PDS Health's 1,100+ practices. https://poly.ai/blog/polyai-dialog-rsn-1https://poly.ai/blog/polyai-dialog-rsn-1Thu, 30 Jul 2026 00:00:00 GMTThe traditional cascade loses the audio. Speech-to-speech loses control. Dialog-RSN-1 loses neither. https://poly.ai/blog/voice-ai-compliance-financial-serviceshttps://poly.ai/blog/voice-ai-compliance-financial-servicesTue, 28 Jul 2026 00:00:00 GMTWhy most voice AI vendors fail the FinServ compliance review — and the five checks that decide it. https://poly.ai/blog/polyai-builder-mcphttps://poly.ai/blog/polyai-builder-mcpFri, 17 Jul 2026 00:00:00 GMTCreate, test, and ship PolyAI dialog agents in natural language — from inside your editor. https://poly.ai/blog/natural-voice-ai-conversation-designhttps://poly.ai/blog/natural-voice-ai-conversation-designFri, 10 Jul 2026 00:00:00 GMTNatural sounding voice AI is a design problem long before it's a technology one, and PolyAI's Oliver Shoulson breaks down how the best conversations get built. https://poly.ai/blog/forrester-ai-observabilityhttps://poly.ai/blog/forrester-ai-observabilityWed, 08 Jul 2026 00:00:00 GMTWhat a top observability score actually measures — and why a dashboard isn't the answer. https://poly.ai/blog/adk-explainedhttps://poly.ai/blog/adk-explainedWed, 08 Jul 2026 00:00:00 GMTHow developers build and ship PolyAI agents from their own environment — git, IDE, CI/CD, no lock-in. https://poly.ai/blog/empathy-in-contact-center-aihttps://poly.ai/blog/empathy-in-contact-center-aiTue, 07 Jul 2026 00:00:00 GMTA voice agent can apologize for the inconvenience and still ask someone to repeat everything they've already said. Real empathy lives in the full design, from the context the agent has before the call starts to the channel it chooses in the moment. https://poly.ai/blog/testing-ai-agents-before-deploymenthttps://poly.ai/blog/testing-ai-agents-before-deploymentWed, 01 Jul 2026 00:00:00 GMTManual testing only covers the scenarios you thought of. Validate every agent change with AI-generated scenarios, simulation testing, and A/B testing, before it ever reaches a customer. https://poly.ai/blog/polyai-adk-guidehttps://poly.ai/blog/polyai-adk-guideTue, 30 Jun 2026 00:00:00 GMTOwn the code behind your enterprise dialog agents — build on PolyAI's ADK from your terminal. https://poly.ai/blog/5-questions-every-cx-leader-should-be-asking-their-conversation-datahttps://poly.ai/blog/5-questions-every-cx-leader-should-be-asking-their-conversation-dataThu, 25 Jun 2026 00:00:00 GMTThe five questions worth asking your conversation data every week — and what teams find when they ask them. https://poly.ai/blog/dora-ai-requirementshttps://poly.ai/blog/dora-ai-requirementsWed, 24 Jun 2026 00:00:00 GMTThe five DORA requirements your voice AI vendor must document — mapped to PolyAI's controls and the evidence available to buyers. https://poly.ai/blog/glba-compliance-aihttps://poly.ai/blog/glba-compliance-aiWed, 24 Jun 2026 00:00:00 GMTWhy deflection-optimized voice AI fails GLBA audits — and how to vet a vendor before the audit cycle reaches you. https://poly.ai/blog/agent-handover-financial-serviceshttps://poly.ai/blog/agent-handover-financial-servicesFri, 29 May 2026 00:00:00 GMTDecades of digital investment haven't changed the fact that customers still reach for the phone when it matters most. The handover from AI to human is where that experience is won or lost. https://poly.ai/blog/voice-ai-healthcare-contact-centershttps://poly.ai/blog/voice-ai-healthcare-contact-centersTue, 26 May 2026 00:00:00 GMTPatient call volume only goes in one direction. When routine calls go unanswered, appointments go unfilled and revenue quietly doesn't come back. Voice AI built into your EMR changes that. https://poly.ai/blog/employee-experience-cx-investmenthttps://poly.ai/blog/employee-experience-cx-investmentTue, 26 May 2026 00:00:00 GMT https://poly.ai/blog/your-ai-fails-productionhttps://poly.ai/blog/your-ai-fails-productionFri, 22 May 2026 00:00:00 GMTPer-turn accuracy and conversation accuracy are not the same measure: the first is what your test suite catches, the second is what your customers experience. (Antithesis) At 90% per turn, a 20-turn system succeeds 12% of the time in production — and the failure compounds silently from turn 6 onward. The fix isn't a larger prompt; it's moving the constraints into the weights. https://poly.ai/blog/when-anyone-can-build-an-ai-agenthttps://poly.ai/blog/when-anyone-can-build-an-ai-agentThu, 21 May 2026 00:00:00 GMTOne question separates AI built to last from AI that only works in the demo. https://poly.ai/blog/four-questions-multilingual-aihttps://poly.ai/blog/four-questions-multilingual-aiTue, 19 May 2026 00:00:00 GMTFour questions to expose whether your multilingual AI is production-ready or just a convincing demo. https://poly.ai/blog/agentic-dialog-platform-open-to-buildershttps://poly.ai/blog/agentic-dialog-platform-open-to-buildersMon, 18 May 2026 00:00:00 GMTGeneral-purpose AI can do a lot in minutes. Handling complex customer conversations at enterprise scale is a different challenge entirely. That's what our platform was built for, and today it's open to everyone. https://poly.ai/blog/polyai-makes-four-senior-hireshttps://poly.ai/blog/polyai-makes-four-senior-hiresTue, 12 May 2026 00:00:00 GMTFour senior hires across engineering, marketing, partnerships, and vertical expansion. A new tech hub in Toronto. And where we're going next. https://poly.ai/blog/beyond-the-rulebook-mitigating-riskhttps://poly.ai/blog/beyond-the-rulebook-mitigating-riskMon, 11 May 2026 00:00:00 GMTPolyAI builds safety into the core of its AI — not just a rulebook — to protect enterprises from risk at every layer. https://poly.ai/blog/modmed-appointment-bookinghttps://poly.ai/blog/modmed-appointment-bookingFri, 01 May 2026 00:00:00 GMTInside PolyAI's ModMed integration and how appointments get booked end-to-end. https://poly.ai/blog/modmed-polyai-voice-ai-integrationhttps://poly.ai/blog/modmed-polyai-voice-ai-integrationFri, 01 May 2026 00:00:00 GMTAcross multiple locations, unanswered calls quietly cost specialty practices revenue. Here's how the PolyAI ModMed integration books, reschedules, and routes calls in real time so that doesn't happen. https://poly.ai/blog/barge-in-voice-ai-interruption-handlinghttps://poly.ai/blog/barge-in-voice-ai-interruption-handlingMon, 27 Apr 2026 00:00:00 GMTBarge-in happens in about 1 in 5 calls, and how your voice agent handles it plays a significant part in whether the conversation feels human or robotic. Here's what it takes to get it right. https://poly.ai/blog/polyai-launches-adk-to-bring-ai-native-development-to-enterprise-cxhttps://poly.ai/blog/polyai-launches-adk-to-bring-ai-native-development-to-enterprise-cxWed, 22 Apr 2026 00:00:00 GMT https://poly.ai/blog/smart-analyst-ai-for-enterpriseshttps://poly.ai/blog/smart-analyst-ai-for-enterprisesWed, 15 Apr 2026 00:00:00 GMTLast year, we proudly launched Smart Analyst, PolyAI’s specialized AI agent for conversational intelligence. It enables CX leaders to explore data from millions of automated interactions. https://poly.ai/blog/voice-ai-healthcare-patient-supporthttps://poly.ai/blog/voice-ai-healthcare-patient-supportFri, 20 Mar 2026 00:00:00 GMTHealthcare contact centers are handling more calls with fewer people. Here's how PolyAI helps teams keep up, without compromising the quality of care patients experience on every call. https://poly.ai/blog/polyai-raven-35-beats-gpt5https://poly.ai/blog/polyai-raven-35-beats-gpt5Thu, 19 Mar 2026 00:00:00 GMT https://poly.ai/blog/polyai-unveils-the-cx100-for-2026https://poly.ai/blog/polyai-unveils-the-cx100-for-2026Wed, 18 Mar 2026 00:00:00 GMTOne hundred leaders building the future of customer experience. Our annual list celebrates innovators transforming how brands serve their customers https://poly.ai/blog/healthcare-admin-burden-patient-accesshttps://poly.ai/blog/healthcare-admin-burden-patient-accessWed, 18 Mar 2026 00:00:00 GMT https://poly.ai/blog/polyai-named-the-fastest-growing-ai-company-in-europe-in-ft-1000-rankingshttps://poly.ai/blog/polyai-named-the-fastest-growing-ai-company-in-europe-in-ft-1000-rankingsMon, 09 Mar 2026 00:00:00 GMTThe Financial Times and Statista recognized PolyAI as #32 overall and #1 in enterprise AI among Europe’s 1,000 fastest-growing companies https://poly.ai/blog/building-voice-agents-with-polyaihttps://poly.ai/blog/building-voice-agents-with-polyaiWed, 04 Mar 2026 00:00:00 GMTLegacy IVRs don't hear urgency. Voice agents do. Here's how the engineering and design decisions behind them, from latency to personalization, come together to create conversations that actually work for customers. https://poly.ai/blog/best-customer-service-solution-at-the-2026-stevie-awardshttps://poly.ai/blog/best-customer-service-solution-at-the-2026-stevie-awardsMon, 02 Mar 2026 00:00:00 GMTThe Stevie Awards are the world’s top honors for customer service, contact center, business development, and sales professionals. https://poly.ai/blog/gordon-ramsay-applies-his-no-nonsense-standards-to-customer-service-in-polyai-campaignhttps://poly.ai/blog/gordon-ramsay-applies-his-no-nonsense-standards-to-customer-service-in-polyai-campaignMon, 09 Feb 2026 00:00:00 GMT https://poly.ai/blog/fogo-de-chao-selects-polyai-to-bring-hospitality-to-every-callhttps://poly.ai/blog/fogo-de-chao-selects-polyai-to-bring-hospitality-to-every-callWed, 04 Feb 2026 00:00:00 GMTLifelike voice AI answers 100% of Fogo’s U.S. guest calls, freeing in-person teams to focus on incredible dining experiences https://poly.ai/blog/humanness-in-ai-conversation-designhttps://poly.ai/blog/humanness-in-ai-conversation-designFri, 16 Jan 2026 00:00:00 GMTWhat humanness in AI really means for conversation design, from usability to social presence, and why human-feeling voice AI improves trust and outcomes. https://poly.ai/blog/ai-for-your-most-human-momentshttps://poly.ai/blog/ai-for-your-most-human-momentsTue, 13 Jan 2026 00:00:00 GMTExplore how AI supports people in high-stakes, vulnerable, and everyday moments — enhancing human connection without replacing it. https://poly.ai/blog/how-polyai-brought-its-omnichannel-intelligence-hub-to-concierge-chathttps://poly.ai/blog/how-polyai-brought-its-omnichannel-intelligence-hub-to-concierge-chatWed, 07 Jan 2026 00:00:00 GMT https://poly.ai/blog/building-an-enterprise-grade-infrastructure-part-2-the-self-healing-engine-behind-your-aihttps://poly.ai/blog/building-an-enterprise-grade-infrastructure-part-2-the-self-healing-engine-behind-your-aiTue, 06 Jan 2026 00:00:00 GMTHow re-architecting our continuous deployment (CD) system to a modern GitOps architecture using Argo CD ensures security, reproducibility, and enterprise stability. https://poly.ai/blog/polyai-named-to-inc-s-2025-best-in-business-list-for-ai-implementationhttps://poly.ai/blog/polyai-named-to-inc-s-2025-best-in-business-list-for-ai-implementationTue, 06 Jan 2026 00:00:00 GMTPolyAI has been named to Inc.'s 2025 Best in Business list, earning recognition as one of the world’s top vendors for AI Implementation. https://poly.ai/blog/building-an-enterprise-grade-infrastructure-for-omnichannel-customer-service-aihttps://poly.ai/blog/building-an-enterprise-grade-infrastructure-for-omnichannel-customer-service-aiSat, 20 Dec 2025 00:00:00 GMTThis post explains how we rebuilt our development engine to get new features to you faster, while simultaneously removing software clutter to significantly tighten our security. https://poly.ai/blog/polyai-raises-86-million-series-dhttps://poly.ai/blog/polyai-raises-86-million-series-dWed, 17 Dec 2025 00:00:00 GMTAt PolyAI, we believe every business should have a voice — one that speaks to your customers with the clarity, empathy, and confidence of your very best customer service rep. https://poly.ai/blog/polyai-raises-86m-to-transform-how-enterprises-talk-to-their-customershttps://poly.ai/blog/polyai-raises-86m-to-transform-how-enterprises-talk-to-their-customersMon, 15 Dec 2025 00:00:00 GMTPolyAI raises $86 million in Series D funding to transform how enterprises talk to their customers and power human-like conversations at scale. https://poly.ai/blog/polyai-product-visionhttps://poly.ai/blog/polyai-product-visionThu, 20 Nov 2025 00:00:00 GMTAccelerating customer experience transformation: PolyAI’s product vision. Explore the future of the agentic enterprise and omnichannel customer experience.