A face when you want one. A human when it counts.
"Live agents" isn't a single product, it's how a PollyBot conversation moves fluidly between three modes: an AI agent, a lifelike video avatar for a face, and human-in-the-loop takeover when a real person is needed. One conversation. One context. No handoff friction.
Three modes, one conversation
Each mode is a real capability on the platform. Live agents are simply how they work together.
Mode 1 · Always on
The AI agent
Your Polly agent answers instantly, 24/7, across chat and voice, trained on your business, wired to your tools. It handles the routine on its own.
Explore the platformMode 2 · A face when you want one
A live video avatar
For high-trust moments, demos, onboarding, premium support, the same agent can appear as a lifelike video avatar. That face is a real product: PollyFace.
See PollyFaceMode 3 · A human when it counts
Human-in-the-loop takeover
When stakes get high, a teammate steps into the same conversation with full context, no repeated questions, no lost history. Human takeover is a feature on paid plans.
See plans with takeoverOne conversation. No context loss.
The visitor never repeats themselves, every mode shares the same thread.
Start with AI
The agent handles common questions and routine support automatically.
Add a face
Bring in a video avatar for a face-to-face moment when trust matters.
Hand to a human
A teammate takes over on premium tiers, mid-conversation.
Keep the context
History and business context stay intact across every mode.
What "live agents" is, and isn't
It is
- A way three capabilities combine in one conversation
- Avatars (a product) + human takeover (a feature), working together
- One thread, one context, from AI to face to human
× It isn't
- ×A single separate product or SKU to buy
- ×Fully autonomous "AI humans" that replace your team
- ×A separate tool with its own disconnected history
When to reach for a face or a human
- Sales demos and objection handling
- Onboarding and setup sessions
- Enterprise and high-value accounts
- Sensitive or high-impact support