List of PolyAI Customers
London, EC2R 6DA,
United Kingdom
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, 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!
Apply Filters For Customers
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
|---|---|---|---|---|---|---|---|---|---|---|---|
 |
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.
|
 |
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.
|
 |
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.
|
Buyer Intent: Companies Evaluating PolyAI
- 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 | ||
|---|---|---|---|---|---|---|---|---|
| No data found | ||||||||