Case Study: Quitline achieves higher call completion and re-engagement rates with Curious Thing AI

How AI is helping Quitline beat the battle with smoking

Quitline Victoria, a phone-based smoking cessation support service, faced the challenge of re-engaging with clients who had stopped using their service to offer further help. They needed to efficiently survey a large number of people to identify who needed support, but their previous methods had low engagement. They partnered with Curious Thing and implemented its conversational AI agent, named 'Matilda', to conduct these outreach calls at scale.

Curious Thing's solution involved an AI agent that made outbound calls, which were preceded by an introductory SMS to establish trust. This approach led to significant results, including a high 62% answer rate and an 18.5% survey completion rate. Most importantly, the solution enabled Quitline to successfully re-engage 10% of the contacted smokers back into their counseling program, allowing them to help more people with fewer resources.

Quitline

Lindsay Whelan

Manager