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PolyAI

UK / wider Europe Report an error

Panel rating · 6 judges · How to read the stars

Category median

Sovereignty: 1 of 4 dimensions proven

0–5 in half steps. 5 means the rubric's top anchor is met on the evidence.

by PolyAI Limited · poly.ai

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PolyAI: AI-assisted analysis on whats-best.ai PolyAI: AI-assisted analysis on whats-best.ai (dark)

Add ?theme=dark to the image address for dark backgrounds. The badge shows the category and the month of the latest evaluation, and EU-Made where that is the product’s provenance. It never shows a score.

PolyAI at a glance

Vendor
PolyAI Limited
Headquarters
Not stated on the vendor’s pages as of 26 Oct 2026
Data hosting
Not stated on the vendor’s pages as of 26 Oct 2026
Free plan
Not stated on the vendor’s pages as of 26 Oct 2026
Panel verdict
The AI panel rates PolyAI 2/5, the mean of 6 judges. PolyAI is an enterprise voice AI agent platform for customer service, powered by the vendor's proprietary Raven model, and the bench's scores are tight: no criterion spans more than one point. how scores are made
As of
Vendor pages captured 26 Oct 2026; evaluated by the panel 28 Oct 2026. all sources

PolyAI alternatives, European ones first →

Read this page as one judge. Each weighs the same scores by what they care about.

The Data Protection Officer

Weighted verdict

Signs the DPA and gets asked where a prompt goes. Wants every model provider named as a subprocessor with its region, training excluded for all of them, retention the company controls, and an EU-only switch that also covers agents and connectors — not just the chat window.

Same scores as the panel view — this lens weights them the way this judge cares.

Scored by The Data Protection Officer

Panel median The Data Protection Officer This judge’s scores over the panel median. Each label opens its reasoning below.
Scores per criterion, in stars out of 5
Criterion Panel median The Data Protection Officer
Data use, training & retention 1 of 5 1 of 5
Models & processing location 2 of 5 2 of 5
Admin, identity & access controls 1 of 5 1 of 5
Integrations, connectors & knowledge 3.5 of 5 3.5 of 5
Agent capabilities & guardrails 3 of 5 3 of 5
European sovereignty 1.5 of 5 1.5 of 5
Pricing transparency 1 of 5 1 of 5

Data use, training & retention

How this is scored

What happens to prompts, uploaded files, connected data and outputs: whether any of it trains a model (the vendor's or a model provider's), how long it is kept and where logs live, whether zero-retention is available, and whether a data processing agreement covers it.

0 — No statement on training or retention; the privacy policy is a website policy that does not cover the product.

3 — A general statement that business data is "not used for training", with no word on retention, on the model providers behind the product or on logs.

5 — Business data excluded from training by contract, retention periods stated for chats and files, and a DPA offered to business customers.

8 — No-training commitments stated for the vendor and every model provider it routes to, retention configurable by the admin (including deletion of chat history), zero-data-retention terms with the model providers named, and abuse-monitoring retention described.

10 — Data use fully accounted for: training, retention, logging and abuse monitoring stated per model provider, customer-controlled retention and deletion with an audit trail, outputs and connected data treated as customer data in the DPA, and an independent audit (SOC 2, ISO 27001 or ISO 42001) covering the product.

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The Data Protection Officer

The privacy policy commits the company to processing client personal data only on the client's instructions as processor and states that client administrator records are kept "for as long as we have an agreement with the relevant client and for 6 years thereafter", but we found no public information on whether conversations, transcripts or recordings train any model, on retention for call logs, or on zero-data-retention terms with model providers. SOC 2 and ISO 27001 certifications are published, which is welcome but does not answer the training and retention questions a data processing agreement review needs. 3 4 6

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Models & processing location

How this is scored

Which models sit behind the product and who runs them, where inference and storage happen, whether the customer can pin processing to the EU, choose or exclude model providers, bring its own model or key, or run the product in its own cloud or on premises.

0 — The models behind the product and the processing location are not stated.

3 — The model family is named, but where inference runs and through which provider (the model maker, a hyperscaler, the vendor) is unstated.

5 — Models and their providers named, with an EU processing option stated for storage and at least the default model.

8 — Each available model listed with provider and inference region, EU-only processing selectable by the admin and enforced across models, model providers excludable, and bring-your-own-key or own-cloud deployment documented.

10 — Processing fully under the customer's control and documented: EU-only or on-premises inference for every feature including agents and connectors, open-weight or self-hosted models supported, data flows per feature published, and a residency commitment in the contract rather than on a marketing page.

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The Data Protection Officer

The product runs on Raven, the vendor's proprietary model trained on enterprise customer service conversations, on infrastructure the security page describes as hosted on AWS; we found no public information on the inference region, an EU-only processing option, excluding providers, or bring-your-own-key and own-cloud deployment. As a data protection officer I cannot sign a DPA for processing whose location is unverified. 2 3 8

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Admin, identity & access controls

How this is scored

What the IT department controls: SSO and SCIM provisioning, roles and groups, which models, agents and connectors each group may use, retrieval that respects the permissions of the source system, audit logs, usage reporting, and policies such as data-loss prevention — and whether reporting on staff use is scoped and documented.

0 — No admin features documented; accounts are individual sign-ups.

3 — A team workspace with an owner and member invitations, but no SSO, no roles and no audit log.

5 — SSO, admin and member roles, user management, and an admin view of usage.

8 — SAML/OIDC SSO with SCIM provisioning, group-based permissions for models, agents and connectors, retrieval that inherits source-system permissions, exportable audit logs, and usage analytics with documented scope.

10 — Governance a regulated company can operate: fine-grained policies (DLP, content filters, prompt and output logging rules), audit logs streamed to a SIEM, per-agent ownership and approval, usage reporting that can be aggregated or pseudonymised for works-council agreements, and every admin action logged.

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The Data Protection Officer

A console with "Latency and cost per agent on the console, in real time" and integration dashboards showing real-time sync status, error tracking and automatic retry are documented. We found no public information on single sign-on, SCIM provisioning, roles and group permissions for models or connectors, audit logs, or how reporting on staff use is scoped. 4 9

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Integrations, connectors & knowledge

How this is scored

How the product reaches company knowledge and systems: connectors to file stores, wikis, mail, CRM, ticketing and ERP, how fast and how completely they sync, the API, support for open protocols such as MCP, and how the assistant cites the sources it answers from.

0 — No integrations; users paste text or upload files one at a time.

3 — File upload and one or two connectors (for example a drive), with no API and no statement on sync or citations.

5 — A connector library covering the common file stores, wikis and collaboration tools, answers citing sources, and a documented API.

8 — Connectors to file stores, wikis, mail, CRM and ticketing with incremental sync, custom connectors or MCP support, an API and webhooks for embedding assistants and agents in other tools, and source citations on every grounded answer.

10 — The product sits in the company's systems: read and write connectors with documented scopes, MCP servers and clients, contact-centre or telephony integration where relevant, a knowledge layer that can be audited and corrected, and the data, agents and configuration exportable when the customer leaves.

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The Data Protection Officer

More than 130 integrations span telephony, CRM and knowledge, productivity and collaboration, and vertical systems, with a self-serve Connect Portal, managed OAuth 2.0 with token refresh, custom field and object mapping, and an Agent Developer Kit for programmatic control of custom functions and conversation flows. We found no public information on MCP support, webhooks, or incremental sync cadence. 7 9

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Agent capabilities & guardrails

How this is scored

What an agent can actually do and where it stops: multi-step tasks, tool use and actions in other systems, scheduling and triggers, human approval before consequential actions, run logs, evaluation and testing before release, and the limits the vendor states rather than hides.

0 — No agents; the product is a chat window, whatever the marketing says.

3 — Saved prompts or custom assistants with instructions and files, but no actions in other systems and no run history.

5 — Agents that call tools or APIs and run multi-step tasks, built without code, with a log of each run.

8 — Agents that act in connected systems with scoped permissions, human approval configurable per action, triggers and schedules, test and evaluation tooling before release, and documented limits and failure handling.

10 — Agents a business can put in production and account for: versioning and staged rollout, evaluation against test sets, monitoring of quality and cost per agent, handover to a human with full context, every action attributable to the agent and the person who deployed it, and the vendor's own statement of what agents must not be trusted with.

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The Data Protection Officer

Agents are built from plain-language descriptions with no code, act in connected systems for use cases such as billing and payments and account management, and "Test calls, simulated conversations and A/B tests on live traffic, at no extra charge" are documented alongside real-time cost and latency monitoring per agent and SIP-header context transferred back to contact-centre agents at handoff. We found no public information on human approval before consequential actions, triggers and schedules, or attribution and run-level audit of who deployed which agent. 2 4 7 9

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European sovereignty

How this is scored

Who the contracting entity and the parent company are, where customer data is hosted, and who the subprocessors are — model providers above all, then hosting, search, telephony and email. Independently sourced by the sovereignty pipeline; for an AI product the model provider is a subprocessor, so a European interface over a non-European model counts as such.

0 — Non-EU vendor and contracting entity, hosting unstated, subprocessors (including model providers) unnamed.

3 — A privacy policy exists, but hosting location is unstated or non-EU and the model providers behind the product are not named as subprocessors.

5 — EU hosting stated and an EU contracting entity, but prompts reach non-EU model providers or other subprocessors without a stated safeguard or EU region.

8 — EU hosting on named infrastructure, EU contracting entity, every subprocessor listed with its location including model providers, EU inference available, and a DPA offered.

10 — Sovereign end to end and evidenced: European ownership, entity, hosting and model processing, every subprocessor European or optional, data export and deletion documented, and a security or certification statement published rather than implied.

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The Data Protection Officer

The contracting entity is PolyAI Limited under the exclusive jurisdiction of England and Wales, the infrastructure is described as hosted on AWS, and Stripe is named as payment processor; the privacy policy's mention of service providers with operations "including in the United States" gives no regional control. We found no public information on the hosting region, data residency, ownership, or a published subprocessor list naming model providers with their regions — for an AI product that list is where my review starts. 3 5 6

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Pricing transparency

How this is scored

Whether a company can compute the real annual cost from public pages alone: price per seat, per agent, per conversation or per usage unit, what is included in each tier, usage limits and overage, which models, connectors or agents cost extra, minimum seats and term.

0 — No public prices at all; every customer is a sales call.

3 — A starting price or "from" figure exists, but usage limits, included models and what scales the cost are unclear.

5 — Prices per tier are public with the main inclusions, but usage limits, overage, agent runs or enterprise features (SSO, audit logs, EU processing) are unpriced or "on request".

8 — Every tier priced publicly with seat or usage units, usage limits and overage rates, add-ons listed, minimum seats and term stated.

10 — Complete price computability: annual cost derivable for a given number of seats, agents or conversations, with every usage rate, model surcharge, add-on and support tier and the cancellation and data-return terms published.

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The Data Protection Officer

The captured pages describe the pricing model — "priced on a per-minute basis" and "Billed on connected time, with no minimums and no rounding up to the minute" — plus "$100 in free credit for a limited time" for new API accounts, but no public price figures; the pricing page shows "Flexible pricing" and "Talk to our team". A company cannot compute an annual cost from these pages. 4

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European sovereignty — proven facts

1 of 4 dimensions proven

Built only from facts shown on the vendor's own pages. A dimension we could not prove is left open, not scored as zero.

Ownership Not determined — uncited Report an error
Data residency Not determined ⚠ unverified — uncited Report an error
Subprocessors US CLOUD Act reach ⚠ unverified 0/2 pts 3 Report an error

Questions about PolyAI

Is PolyAI European?

Yes, though not from the EU. whats-best.ai classifies PolyAI as UK / wider Europe.

Where does PolyAI store data?

Not stated on the vendor’s pages as of 26 Oct 2026.

Does PolyAI have a free plan?

Not stated on the vendor’s pages as of 26 Oct 2026.

What are the best alternatives to PolyAI?

As of 28 Oct 2026, the panel rates Langdock (4/5), Dust (3.5/5) and Unique AI (3.5/5) highest among the other 15 AI Agents & Assistants products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is Langdock (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: how scores are made. The full list, with European products first: PolyAI alternatives.

Where this could be wrong

What we left out

A claim that does not survive our checks costs us the claim, not the page. This is what was taken off this one.

Do you know more about PolyAI? Tell us Report an error on this page

Sources (10)

The pages every claim on this page was read from — each one checked, dated, and kept verifiable.

  1. 1 Vendor homepage poly.ai Checked 26 Oct 2026 Details →
  2. 2 Features page (agent studio) poly.ai Checked 26 Oct 2026 Details →
  3. 3 Security page poly.ai Checked 26 Oct 2026 Details →
  4. 4 Pricing page poly.ai Checked 26 Oct 2026 Details →
  5. 5 Terms naming the legal entity poly.ai Checked 26 Oct 2026 Details →
  6. 6 Privacy policy poly.ai Checked 26 Oct 2026 Details →
  7. 7 Models & processing location — found from sitemap poly.ai Checked 26 Oct 2026 Details →
  8. 8 Models & processing location — found from sitemap poly.ai Checked 26 Oct 2026 Details →
  9. 9 Integrations, connectors & knowledge — found from sitemap poly.ai Checked 26 Oct 2026 Details →
  10. 10 Agent capabilities & guardrails — found from sitemap poly.ai Checked 26 Oct 2026 Details →