PolyAI Raises $86M as Enterprises Adopt Agentic AI for Customer Service

PolyAI has raised $86 million in Series D funding, marking a significant milestone for the enterprise AI company as global organizations increasingly turn to autonomous agents to handle customer service at scale. The round was co-led by Georgian, Hedosophia, and Khosla Ventures, with participation from NVentures, the venture arm of NVIDIA, alongside a broad group of institutional and strategic investors.

With this latest raise, PolyAI’s total funding now exceeds $200 million, underscoring sustained investor conviction in the company’s long-term vision. At a time when enterprises are reassessing how they engage customers across voice and digital channels, PolyAI’s growth reflects a deeper structural shift: customer service is no longer viewed solely as a cost center, but as a core operational function capable of generating measurable business value.

From Traditional Automation to Agentic Enterprise Systems

For years, enterprises experimented with chatbots and scripted automation, often with limited success. These systems struggled to understand nuance, failed to resolve complex issues, and frequently escalated interactions to human agents, creating frustration for both customers and employees. PolyAI approaches the problem differently by building agentic AI systems that operate with autonomy, real-time awareness, and contextual understanding.

Rather than following rigid scripts, PolyAI’s agents are designed to interpret intent, respond naturally, and adapt as conversations evolve. This shift enables enterprises to move beyond surface-level automation toward systems that actively participate in customer journeys. The company describes this as the emergence of the “agentic enterprise,” where AI agents, human employees, and operational data work together as a coordinated system.

Enterprise-Scale Impact Across Industries and Geographies

PolyAI’s platform is already deployed at significant scale, serving more than 100 enterprise customers across 25 countries and 45 languages. Its AI agents handle millions of customer interactions each year. The company’s customer base spans highly regulated and high-volume industries, including financial services, healthcare, insurance, hospitality, energy, and retail. Well-known brands such as Marriott, Caesars Entertainment, PG&E, UniCredit, and Foot Locker rely on PolyAI’s technology to manage complex customer interactions where reliability, accuracy, and natural conversation are essential.

In several enterprise environments, PolyAI’s agents now perform the equivalent workload of more than 1,000 full-time employees, allowing human teams to focus on higher-value tasks that require judgment, empathy, and strategic oversight.

Quantifiable ROI Strengthens the Business Case for AI Agents

Beyond scale, PolyAI’s growth is supported by clear economic outcomes. According to a Total Economic Impact™ study conducted by Forrester, enterprises using PolyAI achieved a 391% return on investment, with average savings of $10.3 million per organization. These gains stem from reduced operational costs, improved resolution rates, enhanced customer satisfaction, and stronger employee experiences.

Across PolyAI’s customer base, the cumulative annual value created by its AI agents is estimated at approximately $1 billion. These results highlight why enterprise leaders are accelerating adoption: AI agents are no longer experimental tools, but proven systems capable of delivering both efficiency and strategic advantage. In a competitive environment where customer experience increasingly differentiates brands, the ability to resolve issues quickly and conversationally has become a meaningful driver of loyalty and revenue.

Sounding Human at Enterprise Scale

At the core of PolyAI’s philosophy is a simple but challenging premise: enterprise AI systems should sound human. Achieving this at scale requires more than advanced language models; it demands deep integration with enterprise systems, rigorous conversation design, and continuous learning across millions of interactions. PolyAI’s voice agents are built to handle real-world complexity, from ambiguous requests to emotionally charged conversations, while maintaining consistency and reliability.

CEO and co-founder Nikola Mrkšić has emphasized that the company’s work goes beyond making conversations more natural. It aims to create systems that understand what customers, employees, and AI agents are doing in real time, enabling enterprises to detect issues early and act proactively. This capability allows organizations to address problems before they escalate, shifting customer service from reactive firefighting to proactive engagement.

Funding to Expand Agent Studio and Global Reach

PolyAI plans to use the Series D funding to further develop its proprietary Agent Studio platform and expand go-to-market efforts globally. Agent Studio provides enterprises with the tools needed to design, deploy, and manage AI agents that operate across voice and digital channels while integrating seamlessly with existing workflows. As demand for conversational AI grows, PolyAI is focused on supporting more enterprises as they transition toward agentic operating models. The company’s trajectory suggests that AI agents will become a foundational layer of enterprise operations and not just a customer-facing feature. As organizations seek systems that combine automation with adaptability, PolyAI’s approach positions it at the center of a broader transformation in how enterprises communicate at scale.

PolyAI’s momentum suggests that enterprise AI is entering a new phase. One where autonomous agents actively shape customer experiences and business outcomes at scale. PolyAI’s growth highlights a clear shift in enterprise AI. From basic automation towards autonomous systems that actively shape customer experiences. As agentic models mature, companies that deploy them effectively may gain a lasting advantage in both efficiency and trust.