Three new AI agent roles join PolyAI’s proven customer-facing agents, creating a dynamic automated workforce for the contact center
NEW YORK, Sept. 16, 2025 /PRNewswire/ — PolyAI today announced the launch of three new agentic AI roles — QA Agents, Analyst Agents, and Builder Agents — expanding its platform beyond front-line automation to create an always-on, always-improving team for the contact center.
By taking on specialized functions, PolyAI’s agentic AI team works for CX leaders in ways that mirror the structure of a fully human team. The new roles also address a critical gap in today’s contact centers: the lack of scalable, consistent data on agent performance in customer interactions.
“Our proven PolyAI Agents have transformed contact centers by automating the work of thousands of full-time employees for household-name brands, and they’re renowned for delivering lifelike conversations and incredible ROI,” said Shawn Wen, co-founder and CTO at PolyAI. “Now, we’re bringing in the rest of the team — agentic AI roles that give you the power to measure, understand, and improve performance at a scale and speed humans alone can’t match.”
With new agentic AI roles, PolyAI’s Agent Studio platform expands from front-line automation to unlock intelligence and growth.
PolyAI Agents continue to speak directly with customers, while the new QA Agents measure quality, Analyst Agents uncover insights, and Builder Agents keep the system evolving. At the core of the three newly-launched roles are PolyAI’s agentic AI capabilities, which allow them to reason, adapt, and take action:
- QA Agents automatically score every customer call on six quality factors, providing a continuous, standardized view of quality. CX leaders use these agents to flag problems and opportunities much faster than humans can.
- Analyst Agents turn raw data into insights through a simple conversational interface. CX leaders use these agents — including the new Smart Analyst, which helps you explore millions of conversations in seconds — to ask open-ended questions and get instant answers.
- Builder Agents guide the onboarding, development, and ongoing maintenance of PolyAI Agents. CX leaders use these agents to quickly create and update the AI assistants their customers use every day.
CX leaders achieve faster insights and stronger outcomes with PolyAI.
Peppermill Resort Spa Casino uses PolyAI’s QA Agents to assess hundreds of calls, cutting call evaluation time by 50%. Previously, reviews required significant time investment: listening to recordings, manually combing through transcripts, and documenting issues. Now, QA Agents quickly assesses large sets of conversations, helping the team focus on opportunities and make on-the-spot adjustments.
Peppermill also leverages PolyAI’s Analyst Agents to identify service improvements faster and maintain the highest standards of customer care.
“We’ve been incredibly impressed with the voice assistants developed by PolyAI, and with their new agentic capabilities, we can make our guest experiences even better,” said Patrick Flynn, Director of Sales at Peppermill. “Knowing PolyAI is dedicated to continued improvement gives us confidence our investment will continue to deliver value.”
Golden Nugget uses Analyst Agents to quickly determine why guests call, what factors contribute to escalation, and where AI can improve conversions. Instead of manually digging for these insights across manual call evaluations and dashboards, the team can now uncover them instantly and act faster.
“With PolyAI’s Analyst Agents, we can ask questions in plain language and get answers right away,” said Brian Jeppesen, Director, Contact Centers at Golden Nugget. “This gives us a clear view of what’s happening across our customer interactions and helps us make smarter, faster decisions to improve our service.”
Built for a world where AI is part of the contact center team, the new QA, Analyst, and Builder Agents are available now as part of PolyAI’s Agent Studio. Learn more at Poly.AI.
About PolyAI
PolyAI builds the world’s most lifelike AI agents for customer engagement — designed to handle complex conversations, deliver measurable results, and scale across industries. Our Agent Studio, the only voice-first omnichannel platform built on billions of data points from real customer interactions, helps enterprises like FedEx, Marriott, and Unicredit hold millions of conversations every year. Our clients achieve outcomes including 391% ROI and 83% faster call routing, and we’ve raised $120m to date from investors including NVIDIA and Khosla Ventures.
CONTACT: Mike Tague, mike.tague@poly.ai
SOURCE PolyAI