List of PolyAI Customers
PolyAI
12 Moorgate,
London, EC2R 6DA,
United Kingdom
London, EC2R 6DA,
United Kingdom
N/A
Professional Services
140
$14M
Since 2010, our global team of researchers has been studying PolyAI customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased PolyAI for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using PolyAI for Chatbots and Conversational AI include: BP, a United Kingdom based Oil, Gas and Chemicals organisation with 100500 employees and revenues of $189.19 billion, Whitbread, a United Kingdom based Leisure and Hospitality organisation with 38000 employees and revenues of $4.00 billion, Atlas Restaurant Group, a United States based Leisure and Hospitality organisation with 2000 employees and revenues of $450.0 million, Simplyhealth, a United Kingdom based Insurance organisation with 960 employees and revenues of $268.0 million and many others.
Contact us if you need a completed and verified list of companies using PolyAI, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The PolyAI customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Atlas Restaurant Group | Leisure and Hospitality | 2000 | $450M | United States | PolyAI | PolyAI | Chatbots and Conversational AI | 2015 | n/a |
In 2015, Atlas Restaurant Group implemented PolyAI as a Chatbots and Conversational AI application to address high call volume and inconsistent caller experiences across 22 restaurant, bar, and entertainment locations. The deployment targeted caller experience and inbound call handling to reduce waits, missed calls, and variability in guest interactions while integrating with the customer’s existing CommUnity telephony environment.
PolyAI was configured with dual SIP endpoints to provide data center failover and continuous availability, and the solution used a shared CommUnity queue to allow concurrent AI call handling during peak periods. Each location received a distinct call flow with location-specific call tagging that sets the CallerID Name so PolyAI greets callers by the correct restaurant name and loads the correct profile. Standard SIP transfers were used to route callers back into CommUnity to reach extensions, ring groups, or voicemail, and a voicemail fallback route guaranteed reachability when AI endpoints were unavailable.
The implementation integrated PolyAI into the Sangoma Communications Solution using built-in platform features, with SIP registration alignment confirmed for PolyAI’s endpoints inside CommUnity. The architecture relied on primary and secondary PolyAI data centers to switch traffic for redundancy, and the shared queue design centralized AI call handling while preserving per-site logic. Operational scope explicitly covered 22 sites and front-of-house and guest services functions, including reservations, lost-and-found, and catering inquiries.
Governance and rollout emphasized per-location configuration standards and a repeatable integration blueprint, enabling consistent branding, greeting logic, and routing across all restaurants. Call tagging and profile loading were standardized as part of operational governance to ensure accurate greetings and routing decisions. The setup included explicit failover procedures and voicemail fallback to maintain service continuity.
Reported outcomes included natural, human-like call handling that completed common requests such as lost-and-found, large-party reservations, and catering inquiries without staff intervention, consistent service across 22 sites, a fully redundant AI answering system through dual data center failover, and a scalable repeatable integration model suitable for future location rollouts. The deployment demonstrates Atlas Restaurant Group PolyAI Chatbots and Conversational AI supporting core guest-facing call handling functions across multiple sites.
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BP | Oil, Gas and Chemicals | 100500 | $189.2B | United Kingdom | PolyAI | PolyAI | Chatbots and Conversational AI | 2021 | n/a |
In 2021 BP implemented PolyAI, deploying the PolyAI application as part of its Chatbots and Conversational AI approach to augment customer service voice channels and contact center operations. The deployment positioned PolyAI to handle inbound customer voice interactions, aiming to replicate operator tasks and deliver conversational responses with natural-sounding speech.
PolyAI was configured around core conversational components typical for Chatbots and Conversational AI, including automatic speech recognition, natural language understanding, dialogue management, intent classification, and text to speech. Configuration work emphasized scripted task flows for common transactional requests, conversational handoff points to human agents, and runtime policies for response safety and civility.
Operational coverage focused on BP customer service and contact center functions, where PolyAI handled first‑line inbound calls and routine queries while escalating complex cases to human agents. Integration work aligned the application with BP contact center telephony platforms and ticketing workflows, enabling call routing, runtime context passing, and agent handoff in live customer sessions.
Governance included explicit conversational policy controls, logging and monitoring of live interactions, and a human review loop to tune dialog models. In 2021 there was an observed incident in which the voice agent produced an impolite response, prompting tightened content controls and model tuning to reduce risky outputs and reinforce scripted civility.
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Simplyhealth | Insurance | 960 | $268M | United Kingdom | PolyAI | PolyAI | Chatbots and Conversational AI | 2018 | n/a |
In 2018, Simplyhealth implemented PolyAI to extend its digital service estate and automate consumer interactions. PolyAI was introduced under the Chatbots and Conversational AI category to support customer access objectives and to provide conversational self-service across digital contact channels.
The PolyAI deployment focused on conversational modules for customer inquiries, FAQ automation, and live-chat augmentation, integrating conversational workflows into the Customer Portal, mobile App, website and FAQ domains. Functional capabilities emphasized intent classification, scripted resolution flows and handover points to live agents, aligning with standard Chatbots and Conversational AI operational patterns for service automation and deflection.
Operationally the work sat within the remit of the Head of Digital Service, who was accountable for prioritising Salesforce CRM development work and readying service teams for an omnichannel platform planned over a 12 month plus horizon. The implementation was positioned to coexist with ongoing CRM and digital channel development, supporting multi-channel and omnichannel propositions for customer service teams across the UK.
Governance and rollout planning were described as a 2 to 3 year digital service improvement programme, with a clear implementation roadmap, supplier selection responsibilities and a focus on digital adoption. Intended outcomes called out in planning included efficiencies and customer experience improvements from PolyAI driven self-service and from broader optimisation of the digital service estate.
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Whitbread | Leisure and Hospitality | 38000 | $4.0B | United Kingdom | PolyAI | PolyAI | Chatbots and Conversational AI | 2022 | n/a |
Whitbread implemented PolyAI in 2022 to deploy enterprise voice assistants for inbound call handling across its customer contact channels in the United Kingdom. PolyAI is being used as a Chatbots and Conversational AI application to answer customer phone calls, including sample use cases such as table reservations and frontline hospitality queries.
The deployment uses PolyAI's proprietary language agnostic voice assistant architecture that begins each interaction with an open question to capture freeform caller intent, following a trust based dialogue paradigm. Functional capabilities configured for Whitbread include open format natural language understanding, satisfaction measurement during calls, automated resolution workflows, and dynamic handoff to live customer service representatives when the agent detects trouble. PolyAI voice assistants operate with human like speech synthesis and intent routing to resolve calls end to end.
Operational coverage centers on customer service and call center functions, with the PolyAI voice assistant handling inbound voice channels and orchestrating transitions to human agents as needed. Governance is implemented through satisfaction monitoring and explicit handoff triggers embedded in conversational workflows to manage escalation and agent involvement. Reported resolution performance ranges between 40 to 90 percent of incoming calls and customer satisfaction improvements are reported up to 40 percent, as stated by PolyAI.
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Buyer Intent: Companies Evaluating PolyAI
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating PolyAI. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating PolyAI for Chatbots and Conversational AI include:
- Abacus.Ai, a United States based Professional Services organization with 160 Employees
- NTT Data, a Japan based Professional Services company with 197777 Employees
- Ace Data Centers, a United States based Professional Services organization with 15 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD PolyAI Coverage
PolyAI is a Chatbots and Conversational AI solution from PolyAI.
Companies worldwide use PolyAI, from small firms to large enterprises across 21+ industries.
Organizations such as BP, Whitbread, Atlas Restaurant Group and Simplyhealth are recorded users of
PolyAI for Chatbots and Conversational AI.
Companies using PolyAI are most concentrated in Oil, Gas and Chemicals, Leisure and Hospitality and Insurance, with adoption spanning over 21 industries.
Companies using PolyAI are most concentrated in United Kingdom and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of PolyAI across Americas, EMEA, and APAC.
Companies using PolyAI range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 25%, large organizations with 1,001-10,000 employees - 25%, and global enterprises with 10,000+ employees - 50%.
Customers of PolyAI include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified PolyAI customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Chatbots and Conversational AI.