Case Study: Friday Health Plans saves 10 hours a week with Dialpad

How Friday Health Plans saves 10 hours a week with Dialpad Ai

Friday Health Plans, a health insurance provider serving consumers who buy their own coverage, needed a more reliable and intelligent phone system as its customer service team of about 700 agents outgrew an outdated provider. Frequent crashes, stagnant technology, and limited call analysis made it difficult to maintain efficiency and strong service, leading the company to choose Dialpad.

Dialpad implemented its AI-powered communications platform, including Dialpad Sell, AI transcriptions, and real-time analytics with live dashboards, to improve coaching, escalations, and visibility into calls. The result was measurable time savings of 10 hours per week, along with better call coaching and training, smoother escalations, and a stronger foundation for future AI tools like Real-Time Assist and AI CSAT.

Friday Health Plans

Edwin Cruz

Senior Director of Customer Service