Case Study: PolyAI achieves faster, more natural voice customer service with Twilio

How PolyAI and Twilio deploy customer-led conversational assistants

PolyAI, a voice-first conversational AI company, faced the challenge of building automated phone systems that could handle natural, context-rich conversations across languages and accents. To deliver reliable customer service at scale, PolyAI partnered with Twilio, using Twilio Flex and Programmable Voice to power enterprise voice assistants.

With Twilio, PolyAI implemented customer-led voice assistants that can resolve queries over the phone and transfer calls to agents with useful interaction metadata. The results include resolving 50% of customer service calls, launching assistants in as little as 4 weeks, supporting 6 languages, and handling 463k monthly minutes with Twilio Voice, helping PolyAI triple its team and grow revenue 10x over two years.

PolyAI

Yan Zhang

Chief Operating Officer