Case Study: SafeRide Health handles 1M+ calls a month with PolyAI

SafeRide Health handles 1M calls a month with PolyAI, cutting speak-to-human rates to 2-3%

SafeRide Health, a technology and services company providing non-emergency medical transportation, faced the challenge of scaling its call center to support 40% annual growth. This hypergrowth required continuous hiring and training of customer support representatives, and the company struggled with capacity constraints during seasonal demand spikes. To address this, SafeRide Health partnered with PolyAI and its Agentic Dialog Platform to implement an AI solution.

The solution was a dialog agent named Steven, built on PolyAI's platform to handle the full range of ride management calls. This implementation resulted in the AI handling 1 million calls per month. The measurable impacts included a dramatic reduction in the speak-to-human turn rate from 55% to just 2-3%, and a saving of 47,000 agent hours on authentication alone, allowing human agents to focus on more complex cases.

SafeRide Health