PolyAI Releases Dialog-RSN-1: An Audio-Native Dialog Model That Fuses Turn-Taking, Speech Recognition, Function Calling, And Response

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PolyAI has introduced Dialog-RSN-1, a dialog model that perceives the caller’s audio directly instead of reading a transcript. It fuses turn-taking, speech recognition, function calling and response generation into one audio-native model, and is already handling live production calls.

Key Takeaways

Dialog-RSN-1 is audio-aware on the input side only; TTS stays separate, so the output voice remains controllable.

It runs as a request-based LLM probed on demand, not an always-on stream that pins a GPU.

Turn-taking is the model’s first output token: EMPTY, ONGOING or COMPLETE.

PolyAI reports sub-300ms responses, +11% relative containment at a restaurant group, and −37% latency at an insurer.

English only at launch, delivered through PolyAI’s platform rather than open weights or a public API.

Is it deployable, and by whom?

Yes, but only through PolyAI: no open weights, no public API yet. Existing customers can enable it today; new customers can request early access.

Company level: large, high-call-volume enterprises. PolyAI reports 100+ enterprise customers and 2,000+ live deployments at its $86M Series D in December 2025. Self-serve developers and SMBs are not the target.

Industries: restaurants, insurance, financial services, healthcare, hotels, retail, telecom, travel and utilities.

Applications: booking and reservations, billing and payments, authentication, call routing, order management and troubleshooting.

The architecture

Two architectures dominate, and each concedes something. A cascaded stack sends only the ASR’s best guess to the LLM, so tone, hesitation …

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