Comparing Gemini Enterprise for Customer Experience and PolyAI? Both are Contact Center & CCaaS and Enterprise tools in the directory, which is why buyers put them on the same shortlist. Below is a side-by-side look at how they price, what they integrate with, and when each is the better fit, so you can pick on the facts rather than either vendor's own sales page.
| Attribute | Gemini Enterprise for Customer Experience | PolyAI |
|---|---|---|
| Pricing | Paid · $0.50/session | Per resolution · Custom (per-minute) |
| Founded | 2018 | 2017 |
| Categories | AI Agents & Chatbots Contact Center & CCaaS Enterprise | Contact Center & CCaaS Enterprise Voice & Phone AI |
| Integrations | UJET Genesys Cisco Five9 Twilio Mitel RingCentral BigQuery | Salesforce HubSpot Zendesk Microsoft Dynamics OpenTable Zapier |
Gemini Enterprise for Customer Experience is Google Cloud's customer service AI stack, the 2026 successor to Contact Center AI. Its centerpiece, Customer Experience Agent Studio, lets teams build multimodal support agents on a drag and drop canvas that talk with customers over chat and phone in humanlike voices across more than 40 languages, handling text, audio, and images. Agent Assist coaches human reps live with transcription, summarization, and knowledge suggestions, while Customer Experience Insights surfaces service trends from conversation data. A companion CCaaS layer, built with UJET, supplies the actual contact center routing and telephony.
The product line launched as Contact Center AI at Google Cloud Next in July 2018, and that launch is the founding year used here since Google itself dates to 1998. It became Customer Engagement Suite with Google AI in September 2024, then was folded into Gemini Enterprise for Customer Experience at the NRF retail show in January 2026. The results are real: Verizon put Agent Assist in front of 28,000 care reps, Bell Canada credits the suite with 20 million dollars in savings, and Kroger, Papa Johns, Lowe's, and Woolworths signed on as early adopters of the new agentic tools.
Pricing is published and usage based, which is rare in this market. Agent Studio sessions cost 50 cents each for chat or voice, with voice overage at a quarter of a cent per second after five minutes. Agent Assist starts at $0.002 per chat message or 3 cents per voice minute. The CCaaS platform and migrations from older Dialogflow agents are quote based through sales.
Choose Google if you want top tier conversational AI building blocks, transparent metered pricing, and the muscle of Google's speech and Gemini models, and you have the engineering capacity to assemble them. Skip it if you need a turnkey helpdesk in an afternoon, or if constant renaming makes you nervous: this product has had three names in three years.
Read the full Gemini Enterprise for Customer Experience listing → · See Gemini Enterprise for Customer Experience alternatives →
PolyAI answers the phone. While most of this directory started with chat and added voice later, PolyAI has been voice-first since three Cambridge machine-learning PhDs, Nikola Mrkšić, Pei-Hao Su, and Tsung-Hsien Wen, founded it in London in 2017 out of the university's Machine Intelligence Lab. Its agents are known for sounding genuinely human and for surviving the things that break lesser systems: interruptions, accents, background noise, and callers who change their mind mid-sentence. Restaurants, hotels, banks, and utilities use it to answer every call instantly, day and night, with customers like PG&E, UniCredit, Golden Nugget, and Fogo de Chao on the roster.
The platform matured into what the company calls an agentic dialog platform: Agent Studio for building and managing agents without code, a developer kit for deeper work, and Raven, a proprietary conversation model trained on more than a billion enterprise conversations. Compliance boxes (SOC 2, HIPAA, PCI) are ticked, which matters because taking payments and health information over the phone is exactly where voice AI earns its keep.
Investors have noticed the wedge. In December 2025 PolyAI raised an $86 million Series D at a valuation around $750 million, with NVIDIA's venture arm participating, bringing total funding past $200 million. Commercially it bills on usage, priced per minute of conversation, with rates scoped to your call volume rather than published on the site.
Choose PolyAI when the phone is your problem. If most of your support pain is hold music, missed calls, and staffing the night shift, a voice-native specialist will beat a chat-first platform's bolted-on telephony, and PolyAI is one of the most proven voice specialists in the market.
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