September 17, 2025
PolyAI Expands Beyond Front-Line Automation with New Agentic AI Roles
PolyAI is extending its AI platform with the launch of three new agentic AI roles: QA Agents, Analyst Agents, and Builder Agents. The expansion builds on its existing customer-facing automation to create a dynamic, self-improving workforce designed to deliver continuous insights and measurable growth in customer experience.
The new agents are designed to take on specialised functions that typically require large human teams, giving CX leaders a scalable way to manage quality, extract insights, and refine automation. According to the company, today’s contact centres face a persistent challenge: while AI can already handle customer conversations, measuring performance and driving improvements are still a resource-heavy task.
The Roles
The QA Agent is built to score every call against six quality factors, ensuring that leaders have a standardised and consistent view of performance across thousands of conversations.
Analyst Agents, meanwhile, transform raw interaction data into actionable insights through a conversational interface, including the new Smart Analyst, which can explore millions of calls in seconds and answer open-ended business questions.
The Builder Agent completes the trio by managing onboarding, development, and updates to PolyAI’s existing customer-facing agents, allowing organisations to refine and deploy AI assistants more quickly.
Companies already using the new roles report significant efficiency gains. One early adopter has cut call evaluation time in half by deploying QA Agents to automatically assess hundreds of calls that previously required manual review. The team now redirects its time from repetitive audits to making live adjustments that directly improve customer outcomes. Another early adopter uses Analyst Agents to identify why guests call, which factors drive escalation, and how AI can improve conversions, the work that once demanded extensive manual analysis.
