Case Study: Audibel reduces abandonment rates with PolyAI

How Audibel reduced abandonment rates by 44% with PolyAI

Audibel, a nationwide hearing care network with more than 400 clinics, was struggling with heavy call volume, 10–15 minute wait times, and a 46% abandonment rate. The pressure on its call center was also driving agent burnout and risking delayed care for patients taking their first step toward hearing support.

PolyAI implemented a HIPAA-compliant, humanlike voice assistant that greets callers, collects key details, identifies intent, and routes calls with warm, contextual handoffs to live agents. With PolyAI, Audibel cut wait times by 87%, reduced abandonment from 46% to 2%, and lowered spam calls by 88%, while appointment volume rose 2% year over year.

Audibel

Brianna Warner

Customer Care Center Manager