The use case: how Quicken deploys PolyAI
Quicken uses PolyAI to run a voice AI agent named Lisa that answers callers' repetitive questions such as refund requests and product troubleshooting, and routes complex or sensitive calls to live agents. The AI also integrates into the agent desktop to surface customer information, pre-fill CRM fields and suggest responses.
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Lisa engages with every caller, amounting to hundreds of thousands of interactions and up to 2,500 calls per day during peak seasons.
Quicken is targeting beyond 30% within the next year, progress they didn’t envision when this project was kicked off.
In the customer’s words
Implementing PolyAI has upped the game. When I have somebody else from another industry call me and ask me how we are doing it the right way, who could ask for more?Other AI tools used by Quicken
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Based on PolyAI’s published case study. We check the public evidence; the results are reported by the vendor.
poly.ai- Source published
- Jul 10, 2025
- Last checked
- Oct 8, 2026
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With a focus on careful expansion, their call containment rate has grown from 5% at launch to 21% a year later, meaning more than one in five customer calls are now fully resolved by the AI assistant without needing human intervention.