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Case Study: PolyAI × Shuttle

Enabling fully automated payments inside AI voice

Enterprise conversational AI platform automating contact centres in highly regulated industries (Hospitality, banking, telco, collections)

Customers wanted end-to-end AI automation, including payments

Native platforms (e.g. Twilio) supported only limited gateways

Enterprises required industry-specific PSPs (e.g. hospitality, collections)

Building gateways in-house would slow down deployments:

PCI scope and compliance risk added further friction

Shuttle Global as the payments layer

One integration → any required payment gateway

Works alongside Twilio for AI voice orchestration

Payments treated as infrastructure, not product

Enterprise-grade compliance without expanding internal payment ops

Legacy PSPs behave like modern APIs

For PolyAI

Fully automated AI voice payments with no human handoff

Thousands of reservations completed end-to-end

Faster rollout into regulated industries

Stayed laser-focused on customer experience

For PolyAI’s Customers

Same gateways as human agents — no compromises

Lower cost-to-serve and higher automation rates

Consistent experience across voice, chat, and human channels

For End Customers

No transfers or callbacks

Natural voice flow from booking to payment

~75% payment completion rate for callers who start payment

Payments are the difference between automation and completion. Shuttle lets AI platforms close the loop — without becoming payment companies.

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