# How Quicken uses PolyAI

As published on [poly.ai](https://poly.ai/customers/quicken), July 2025. Captured by usedby on 2026-10-08.

- Company: [Quicken](https://www.usedby.ai/companies/quicken.md)
- Tool: [PolyAI](https://www.usedby.ai/tools/polyai.md)
- Industry: [Fintech & Payments](https://www.usedby.ai/companies/industry/fintech-payments.md)

## 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.

Summary written by usedby from the source page, in English. The figures are those of PolyAI and Quicken, not ours.

> 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.

- **2,500**: “Lisa engages with every caller, amounting to hundreds of thousands of interactions and up to 2,500 calls per day during peak seasons.”
- **30%**: “Quicken is targeting beyond 30% within the next year, progress they didn’t envision when this project was kicked off.”

> 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?
>
> Ian Roberts, Director of Technology and Operations

Source: [poly.ai](https://poly.ai/customers/quicken), captured 2026-10-08.

## Other AI tools used by Quicken

- [Uniphore](https://www.usedby.ai/tools/uniphore.md) — Observed

## Other companies using PolyAI

- [Atos](https://www.usedby.ai/companies/atos.md) — Confirmed
- [Audibel](https://www.usedby.ai/companies/audibel.md) — Confirmed
- [Carter's](https://www.usedby.ai/companies/carter-s.md) — Confirmed
- [Diamond Recovery](https://www.usedby.ai/companies/diamond-recovery.md) — Confirmed
- [Fogo de Chão](https://www.usedby.ai/companies/fogo-de-chao.md) — Confirmed
- [Hawksmoor](https://www.usedby.ai/companies/hawksmoor.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the passage quoted above is copied word for word from the page, near the name of Quicken.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Quicken uses PolyAI. Confirmed line. Latest check across sources: 2026-10-21.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/quicken-polyai · How we check: https://www.usedby.ai/methodology