Comparison
Agentforce vs PolyAI
Compare documented workflows and implementation requirements using attributed public sources. Facts last checked , the earlier of the two records. Machine-readable record.
Start with your setup
These are documented product differences and requirements. A feature list or a single customer report does not establish which agent will perform better for your team.
Deployment model
Agentforce
Service Agents are configured in Salesforce and connected to customer channels, with a default service template or specialised templates. Confirm the required editions for the chosen agent type.Vendor-reported
- Source
- Agentforce Service Agent (Salesforce Help)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
agentforce-deployment
PolyAI
PolyAI states its service is hosted on AWS, that the company is ISO 27001-certified and aligned with National Cyber Security Centre guidelines; it publishes Sandbox, Staging and Live environments with API-driven publishing, and no self-hosted option is documented.Vendor-reported
- Source
- PolyAI — Security
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
polyai-cmp-deployment
Actions in backend systems
Agentforce
Actions can use Salesforce workflows, code and external APIs. A refund is a configured sequence with eligibility checks and payment confirmation, not a universal action available on every installation.Vendor-reported
- Source
- Agentic integration patterns (Salesforce Architects)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
agentforce-actions
PolyAI
PolyAI states its agents perform account management, authentication, call routing, billing and payments, booking and reservations, order management, troubleshooting and FAQ against integrated systems, with custom connectors documented alongside telephony, CRM and payments integrations.Vendor-reported
- Source
- PolyAI — Integrations
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
polyai-cmp-actions
Human handoff
Agentforce
Omni-Channel Flow routes complex or sensitive requests from the Service Agent to service representatives or another configured destination.Vendor-reported
- Source
- Agentforce Service Agent (Salesforce Help)
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
agentforce-handoff
PolyAI
PolyAI documents that the agent "runs autonomously by default and escalates to a human only when needed", transferring calls via SIP REFER, SIP INVITE or SIP BYE and passing customer ID, verification status, escalation reason and transcript through SIP headers and the Handoff and Conversations APIs.Vendor-reported
- Source
- PolyAI Docs — Voice channel: Handoffs
- Checked
- History
- First published
- Correct this
- Request a correction with a public source. Claim ID
polyai-cmp-handoff
Side by side
Product attributes first, then what the sources establish for each customer workflow, then the industries they place each agent in. Open any claim to see its source, the date it was checked, and how to request a correction. Two agents are rarely documented to the same depth, so read a difference between the two columns as a difference in the public record before reading it as a difference in the products.
What this agent was judged by
No independent source has been found for any fit area, so every state here rests on vendor material or nothing.States rest on 0 independent sources. This is not the same yardstick for every agent, and that asymmetry is a known limitation.
What this agent was judged by
The independent evidence behind these states comes mainly from analysts and trade press.States rest on 2 independent sources across analysts and trade press. This is not the same yardstick for every agent, and that asymmetry is a known limitation.
| Attribute | Agentforce | PolyAI |
|---|---|---|
| Review basis | Source-based review | Source-based review |
| Deployment model | Service Agents are configured in Salesforce and connected to customer channels, with a default service template or specialised templates. Confirm the required editions for the chosen agent type.Vendor-reported
| PolyAI states its service is hosted on AWS, that the company is ISO 27001-certified and aligned with National Cyber Security Centre guidelines; it publishes Sandbox, Staging and Live environments with API-driven publishing, and no self-hosted option is documented.Vendor-reported
|
| Channels | Salesforce describes messaging, web, mobile and voice service experiences. Channel availability and setup should be checked for the specific Service Agent offering.Vendor-reported
| PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling).Vendor-reported
|
| Languages | The current supported-language table includes English, French, German, Japanese, Polish and others, with some additional languages marked beta. Voice support differs; use the table for the chosen channel.Vendor-reported
| PolyAI's languages page claims "75+ languages with native fluency" and lists 42 by name, while its developer documentation homepage states 24+ languages.Vendor-reported
|
| Help desk and CRM integrations | The reviewed deployment uses Salesforce service records and routing. External business systems can be connected through configured agent actions; this does not establish a turnkey connector for every other help desk.Editorial assessment
| PolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems.Vendor-reported
|
| Knowledge sources | Agentforce Data Library indexes knowledge articles, uploaded files or web sources. It requires Data 360 setup; the library must be assigned to the agent.Vendor-reported
| PolyAI combines curated FAQ topics with RAG over external sources — scraped URLs, uploaded files (PDF, DOCX, XLSX, PPTX, CSV, JSON, XML, MD, HTML, EML, EPUB and more) and beta syncs from Zendesk Help Center and Gladly — chunked at 2000 characters with 500-character overlap.Vendor-reported
|
| Actions in backend systems | Actions can use Salesforce workflows, code and external APIs. A refund is a configured sequence with eligibility checks and payment confirmation, not a universal action available on every installation.Vendor-reported
| PolyAI states its agents perform account management, authentication, call routing, billing and payments, booking and reservations, order management, troubleshooting and FAQ against integrated systems, with custom connectors documented alongside telephony, CRM and payments integrations.Vendor-reported
|
| Human handoff | Omni-Channel Flow routes complex or sensitive requests from the Service Agent to service representatives or another configured destination.Vendor-reported
| PolyAI documents that the agent "runs autonomously by default and escalates to a human only when needed", transferring calls via SIP REFER, SIP INVITE or SIP BYE and passing customer ID, verification status, escalation reason and transcript through SIP headers and the Handoff and Conversations APIs.Vendor-reported
|
| Target customer size | Salesforce markets Agentforce for enterprise-scale support. Our editorial assessment is that existing Salesforce data, administrator capacity and integration needs are more useful selection criteria than employee count.Editorial assessment
| PolyAI targets enterprise contact centres across nine industries and sells via demo request, with ongoing use "priced on a per-minute basis, which includes proactive performance improvements, maintenance and 24/7 support" and no published price points or free tier.Vendor-reported
|
| Vendor-reported performance claims | Salesforce’s customer story reports about 76% of queries resolved without a human on its own Help site. This vendor-operated deployment is not a controlled comparison, and its resolution definition and workload should not be assumed equivalent to other vendors’ figures.Vendor-reported
| Unknown |
| Workflow evidenceBilling Illustrative scenario I was charged twice for the same order. Can you refund the extra payment? What to verify: Verify identity, inspect payment records, apply the refund policy, and confirm the payment-system result. If no authorized refund action is connected, hand off with the evidence. | Vendor-documented Illustrative scenario, not a test: explain a disputed charge from an authenticated customer’s billing records. Confirm the licensed service offering, billing connection and approval path. The employee-facing Communications example cannot establish that the general Service Agent can resolve this independently. 1 cited claim for billing on AgentforceSalesforce describes billing-detail and dispute actions for Agentforce for Communications. That page labels its prebuilt subagent employee-facing and includes an availability disclaimer; it does not establish an included customer-facing Service Agent billing flow.Vendor-reported
| External report PolyAI's own handoff documentation names billing disputes as an example of a conversation the agent escalates to a human rather than resolving. 2 cited claims for billing on PolyAIPolyAI's integrations page lists "billing & payments" among the functions its agents perform against connected systems.Vendor-reported
TechCrunch reported that PolyAI's voice assistants complete tasks including payment processing for contact-centre callers.Independent report
|
| Workflow evidenceOrders Illustrative scenario My order has not arrived. Where is it? What to verify: Retrieve the correct order and current carrier status. Distinguish a real tracking update from an estimate; do not invent a delivery date. | Vendor-documented Illustrative scenario, not a test: look up a shipment by order number and return its status. Prove customer verification and order access first; separately test cancellations, missing parcels and stale tracking. The partner demonstration listed above covers lookup, not all order support. 1 cited claim for orders on AgentforceSalesforce’s Service training gives order lookup and cancellation as configurable workflow examples, with a lost-package request routed to a person.Vendor-reported
| External report PolyAI's integrations page lists "order management" and "booking & reservations" among the supported agent functions. 2 cited claims for orders on PolyAIPolyAI's integrations page lists "order management" and "booking & reservations" among the supported agent functions.Vendor-reported
TechCrunch reported that PolyAI's system handles order status updates and reservation management on inbound calls.Independent report
|
| Workflow evidenceReturns Illustrative scenario I bought this 12 days ago and opened the box. Can I return it? What to verify: Check the actual return window, product exclusions, and order record. A policy answer and an executed return are different capabilities. | Vendor-documented Illustrative scenario, not a test: request a refund within the return window. The payment connection must return confirmation before the case is closed, and retrying a request must not issue a second refund. Confirm which actions your team must implement. 1 cited claim for returns on AgentforceSalesforce’s architecture guide illustrates a refund chain: retrieve order details, check eligibility, call the payment gateway and update the case after confirmation. It is an implementation pattern, not a measured deployment result.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceProduct questions Illustrative scenario Does this adapter work with my exact laptop model? What to verify: Use a current, approved compatibility source. Ask for the model when missing and distinguish documented compatibility from an assumption. | Vendor-documented Illustrative scenario, not a test: explain a warranty’s coverage from the approved article. Verify that the answer matches the customer’s model and region and asks for clarification when those details are missing. A knowledge source does not guarantee a correct answer. 1 cited claim for product questions on AgentforceSalesforce documents a knowledge-answering action for questions such as return policies and warranty information.Vendor-reported
| Vendor-documented URL ingestion is documented as limited to one level below the starting URL and a maximum of ten embedded pages, and the Zendesk and Gladly knowledge syncs are marked beta. Those constrain one ingestion route rather than the capability itself, so they are recorded here rather than as a gap. No independent evidence of answer quality was found, so the verdict stays unknown. 1 cited claim for product questions on PolyAIPolyAI documents curated FAQ topics, retrieval-augmented generation, and external knowledge sources ingested from URLs, files (PDF, Office, CSV, JSON, HTML and others) and helpdesk knowledge bases.Vendor-reported
|
| Workflow evidenceAccount issues Illustrative scenario I lost access to my email. Change the address on my account. What to verify: Follow the approved identity-recovery process before accessing or changing account data. Escalate when identity cannot be verified. | Vendor-documented Illustrative scenario, not a test: help a locked-out customer recover access. Verify identity using the intended authentication flow before exposing account data or initiating a reset. Demonstrate the actual identity-provider integration, not just a helpful-sounding reply. 1 cited claim for account issues on AgentforceSalesforce’s Service training includes customer-detail retrieval and password-reset examples, with verification instructions and additional configuration for private actions.Vendor-reported
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceComplaints Illustrative scenario I have contacted you three times and the problem is still unresolved. What to verify: Recognize the repeat complaint, retain relevant history, and route it to the right team. Do not promise compensation outside the policy. | Vendor-documented Illustrative scenario, not a test: a customer objects to repeated unresolved charges. Route the case to a person with context and a clear next step. This source documents escalation, not reliable emotion detection or successful resolution of complaints. 1 cited claim for complaints on AgentforceSalesforce documents escalation of complex or sensitive Service Agent requests through Omni-Channel Flow.Vendor-reported
| Caveat documented PolyAI's handoff documentation names complaints, alongside billing disputes and out-of-scope requests, as the conversation types where the agent escalates to a human rather than resolving autonomously. 1 cited claim for complaints on PolyAIPolyAI's handoff documentation names complaints, alongside billing disputes and out-of-scope requests, as the conversation types where the agent escalates to a human rather than resolving autonomously.Vendor-reported
|
| Workflow evidenceHuman handoff Illustrative scenario Please connect me to a person who can approve this exception. What to verify: Transfer to an available team with the conversation and relevant records. Outside working hours, explain the actual follow-up path rather than promise immediate contact. | Vendor-documented Illustrative scenario, not a test: a customer asks to speak to a person. Confirm the destination queue is staffed, the conversation reaches it and the customer receives an off-hours path when nobody is available. 1 cited claim for human handoff on AgentforceService Agents use configured Omni-Channel Flow routing to transfer support requests to service representatives or other destinations.Vendor-reported
| Caveat documented PolyAI documents voice handoff via SIP REFER, SIP INVITE or SIP BYE with escalation context passed through custom X- SIP headers, a Handoff State API endpoint and a Conversations API transcript, plus chat handoff integrations for Salesforce, Zendesk, NICE CXone, Amazon Connect, Webex and Five9. 2 cited claims for human handoff on PolyAIPolyAI documents voice handoff via SIP REFER, SIP INVITE or SIP BYE with escalation context passed through custom X- SIP headers, a Handoff State API endpoint and a Conversations API transcript, plus chat handoff integrations for Salesforce, Zendesk, NICE CXone, Amazon Connect, Webex and Five9.Vendor-reported
PolyAI's handoff documentation states that with the default SIP REFER method "the utterance may not play before the transfer completes because the REFER fires at the same time as function execution", and that inbound SIP voicemail detection on the destination side is "not available by default" for SIP REFER, BYE or INVITE transfers.Vendor-reported
|
| Workflow evidenceSmall businesses Illustrative scenario A two-person support team wants to launch without a dedicated engineer. What to verify: Validate setup effort, existing help-desk support, required integrations, and ongoing maintenance. A small customer's story alone does not establish suitability for every small business. | Not established Illustrative buying scenario: a small team already using Salesforce wants to answer common support questions. Assess the required setup, data access and ongoing ownership. Neither team size nor an analyst’s view of implementation skills establishes that the product will fail for this team. No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceMid-market Illustrative scenario A growing support team needs separate queues and connected order and account systems. What to verify: Validate routing, permissions, integration ownership, and handling of each team's policies in the intended configuration. | Not established Illustrative buying scenario: a company with Salesforce support records wants order lookup connected to a separate fulfilment system. Evaluate integration effort and administrator capacity. This is a configuration and operating-model decision, not a verdict based on headcount. No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Workflow evidenceEnterprise Illustrative scenario A multi-brand support organization needs controlled access across regional teams. What to verify: Validate data boundaries, audit records, escalation ownership, and the specific deployment requirements. A vendor's enterprise positioning is not proof of these controls. | Vendor-documented Illustrative buying scenario: a global support organisation needs customer-specific access across multiple business systems. Request evidence for permissions, routing and language coverage in that configuration. Enterprise positioning alone does not establish successful deployment. 1 cited claim for enterprise on AgentforceSalesforce positions Agentforce for enterprise-scale support and documents building agents with its platform tools and integrations.Vendor-reported
| External report Gartner's cautions in the same analysis concern inflexible consumption-based pricing and an immature channel partner network. 3 cited claims for enterprise on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
CX Today reports PolyAI was placed in the 2025 Gartner Magic Quadrant for Conversational AI Platforms as a Niche Player, with Gartner highlighting its low customer churn and research investment.Independent report
TechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly.Independent report
|
| Industry evidenceRetail and e-commerce | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Retail and restaurants are among the marketed verticals. The claim is the vendor's positioning of the product. 1 cited claim for retail and e-commerce on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
|
| Industry evidenceFinancial services | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Financial services and insurance appear in the nine industries PolyAI markets to. A marketed vertical is a statement of intent, not evidence of a deployment. 1 cited claim for financial services on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
|
| Industry evidenceTelecommunications | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Telecom is one of the nine marketed industries, sourced to PolyAI's own homepage. 1 cited claim for telecommunications on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
|
| Industry evidenceTravel and hospitality | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report Hotels are a marketed vertical, and TechCrunch separately named Marriott among the customers. The report names the account; it does not describe what the agent handles there. 2 cited claims for travel and hospitality on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
TechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly.Independent report
|
| Industry evidenceHealthcare | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented Healthcare is one of the nine industries on PolyAI's own homepage. No healthcare deployment is independently reported. 1 cited claim for healthcare on PolyAIPolyAI positions itself as an enterprise-scale agentic dialog platform and markets to nine industries: consumer services, financial services, healthcare, hotels, insurance, restaurants, retail, telecom and utilities.Vendor-reported
|
| Industry evidencePublic sector and education | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report The same TechCrunch report refers to dozens of enterprise and government clients. Government clients are counted, not named or described. 1 cited claim for public sector and education on PolyAITechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly.Independent report
|
| Industry evidenceLogistics and delivery | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | External report TechCrunch named FedEx among PolyAI's customers. A named account in funding coverage, with no description of the workflows in use. 1 cited claim for logistics and delivery on PolyAITechCrunch reported PolyAI's customers included FedEx and Marriott alongside dozens of enterprise and government clients handling millions of interactions monthly.Independent report
|
| Channels | ||
| Web and in-app chat | Vendor-documented Salesforce describes messaging, web, mobile and voice service experiences. Channel availability and setup should be checked for the specific Service Agent offering. 1 cited claim for web and in-app chat on AgentforceSalesforce describes messaging, web, mobile and voice service experiences. Channel availability and setup should be checked for the specific Service Agent offering.Vendor-reported
| Vendor-documented PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling). 1 cited claim for web and in-app chat on PolyAIPolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling).Vendor-reported
|
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling). 1 cited claim for email on PolyAIPolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling).Vendor-reported
| |
| Voice and phone | Vendor-documented Salesforce describes messaging, web, mobile and voice service experiences. Channel availability and setup should be checked for the specific Service Agent offering. 1 cited claim for voice and phone on AgentforceSalesforce describes messaging, web, mobile and voice service experiences. Channel availability and setup should be checked for the specific Service Agent offering.Vendor-reported
| Vendor-documented PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling). 1 cited claim for voice and phone on PolyAIPolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling).Vendor-reported
|
| SMS | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented PolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling). 1 cited claim for sms on PolyAIPolyAI is voice-first — its documentation calls it an "enterprise platform for building voice and chat agents" and its pricing is per minute of voice-agent use — with secondary documented channels covering web chat, SMS and RCS, email, and iOS/Android SDKs (including in-app voice calling).Vendor-reported
|
| Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | |
| Social messaging | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Help desks | ||
| Zendesk | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented PolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems. 1 cited claim for zendesk on PolyAIPolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems.Vendor-reported
|
| Salesforce | Vendor-documented Service Agents are configured in Salesforce and connected to customer channels, with a default service template or specialised templates. Confirm the required editions for the chosen agent type. 1 cited claim for salesforce on AgentforceService Agents are configured in Salesforce and connected to customer channels, with a default service template or specialised templates. Confirm the required editions for the chosen agent type.Vendor-reported
| Vendor-documented PolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems. 1 cited claim for salesforce on PolyAIPolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems.Vendor-reported
|
| ServiceNow | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Freshdesk | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Intercom | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| HubSpot | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Kustomer | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Gorgias | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Gladly | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Vendor-documented PolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems. 1 cited claim for gladly on PolyAIPolyAI documents integrations with Salesforce (customer lookup and case management), Zendesk (Talk voice routing and ticketing), Gladly, NICE CXone, Amazon Connect, Webex, Five9 and Twilio, and its marketing site claims "130+ integrations available" across telephony/voice routing, CRM and knowledge, productivity, and vertical systems.Vendor-reported
|
| Help Scout | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Front | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
| Microsoft Dynamics 365 | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. | Not established No supporting source is recorded here. Validate it with the vendor; absence of evidence does not establish a missing capability. |
Change history
Open the changelogEvery change to this record is in the public changelog, with what it changed and why.
· Structure
Channels and help desks become evidence rows, and records gain bylines
Agentforce: 3 evidence states moved
- Channel · Web and in-app chatNot established→Vendor-documented
- Channel · Voice and phoneNot established→Vendor-documented
- Help desk · SalesforceNot established→Vendor-documented
PolyAI: 7 evidence states moved
- Channel · Web and in-app chatNot established→Vendor-documented
- Channel · EmailNot established→Vendor-documented
- Channel · Voice and phoneNot established→Vendor-documented
- Channel · SMSNot established→Vendor-documented
- Help desk · ZendeskNot established→Vendor-documented
- Help desk · SalesforceNot established→Vendor-documented
- Help desk · GladlyNot established→Vendor-documented
· Catalog
Launch: 22 AI customer service agents and 532 claims, every one sourced and dated
Agentforce: Added to the catalog with 24 claims and 8 rows with evidence.
PolyAI: Added to the catalog with 28 claims and 13 rows with evidence.
Recorded before launch
Notes the profile carried when it went live, from research before launch.
Agentforce: Added editorial product positioning with its scope, rationale, and vendor source. Source
Agentforce: Rechecked product-specific documentation; removed promotional and unrelated reports from fit evidence, corrected outdated language coverage, and added scoped workflow examples and implementation conditions. Source