Machine Learning Street Talk · Thursday, October 1, 2026
Poly AI trains its voice models using data from enterprise contact centers, including banking, logistics, and retail clients. Shawn Wen explains they use 'lost data' – real customer interaction data – and redact personally identifiable information (PII) to train the model on conversational mechanics rather than specific user data, ensuring privacy while improving model robustness.
“Well, us, we don't have to collect them because our platform generates a lot of voice data. So because we have been deployed to enterprise contact centers, we have banking clients, logistic clients, restaurants, hotels, a lot of these retail, outbound sale use cases.”
“And lost data is exactly... the kind of data we wanted to solve the problem for, because we serve predominantly enterprise at the moment. So therefore, we kind of use leveraging a lot of the listed data.”
“But really, the data is actually just to let the model learn the mechanics of the conversation rather than the actual user data.”