The evolution of conversational AI and its impact on customer experience is fast becoming a pressure point for businesses across the world. But how can conversational AI deepen customer experiences across multiple languages and touchpoints?
To meet these challenges, PolyAI has selected Kong Inc to help scale the infrastructure underpinning its next phase of growth. The enterprise AI provider is leveraging Kong’s Konnect platform to unify and modernise its API environment, enabling faster deployment of agentic AI workflows, stronger governance across services, and a more seamless developer experience or customers building AI-powered applications at global scale.
Managing complex customer conversations
Over 200 enterprise customers use PolyAI’s Agent Studio to deploy AI agents that manage complex conversations across languages, channels, and markets at global scale, helping them improve customer experience, reduce operational costs, and unlock new revenue opportunities.
With Kong Konnect, the unified API and AI platform, PolyAI has enabled a more robust customer developer experience and equipped engineering teams to take greater ownership of their services while maintaining stronger observability and governance.
“As PolyAI scales to meet massive demand for enterprise-grade agentic AI, Kong gives us the infrastructure to leapfrog traditional development,” said Shawn Wen, CTO and Co-Founder at PolyAI. “This partnership helps us ship our agentic workflows and put the power of enterprise conversational AI directly into the hands of developers worldwide.”
Self-service onboarding, API key generation, documentation, and analytics through Kong Konnect, PolyAI is also set to offer a richer developer experience, both internally and for customers adopting its APIs. These enhancements, combined with new access to deeper CI/CD integration and automation, streamline API delivery and simplify day-to-day operations.
Kong Konnect also gives PolyAI the ability to track usage, implement tiered pricing models, and support API monetization, helping the company unlock new revenue streams. This better positions PolyAI to deliver richer, data-driven APIs that enhance customer experiences and enable seamless partner integrations.
“APIs are foundational to how modern enterprises operate and PolyAI needed to not only scale their APIs, but effectively manage them. With Kong, they have moved from a more fragmented infrastructure to a unified platform capable of handling over a trillion API calls and AI requests each day with the performance and governance a scaling business requires,” said Marco Palladino, CTO and Co-Founder at Kong.
“Together, we share a vision for the next phase of innovation—where agentic workflows in conversational AI aren’t experimental, but operational, secure, and deeply connected to the systems that power the business.”
PolyAI is used widely across the retail, travel, telco and financial services sectors and more. Poly AI recently recruited none other than Gordon Ramsay as its brand ambassador, citing the celebrity chef as embodying ‘the standards we hold ourselves to at PolyAI: high precision, flawless performance, and zero tolerance for things that don’t work.’
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