Past role
PolyAI
Advising the voice-AI company whose agents hold the whole customer conversation, not the first thirty seconds of it.
At a glance
- Role
- Senior Advisor
- Timeline
- 2024 — 2025
- Sector
- Conversational AI
- Technology
- Enterprise voice agents
Overview
Automated customer service has a long history of being worse than the queue it replaced. PolyAI's bet is that the failure was never the idea but the fidelity: an agent that can only handle the opening exchange just adds a step before the human. Its Agentic Dialog Platform is built for the whole conversation — account management, billing, booking, authentication and troubleshooting, resolved end to end.
Underneath sits a proprietary dialog model, with Raven trained on over a billion enterprise conversations. That corpus is the moat: the difference between a system that sounds fluent in a demo and one that survives an angry caller on a bad line.
The customers are the tell — PG&E, UniCredit, Quicken, Fogo de Chão, Audibel — regulated, high-volume operations where a bad automated interaction is a complaint rather than an inconvenience. My role was senior advisory across that enterprise picture.
Milestones
- Appointed Senior Advisor.
- Dialog model trained on 1B+ enterprise conversations.
- Advisory concluded.