Case Study: Simplyhealth reduces call volume with PolyAI voice assistant

Simplyhealth contains 25% of calls with PolyAI

Simplyhealth, a UK health insurance provider, faced the challenge of transitioning from legacy systems to a digital-first, automated approach for more effortless customer journeys. To address this, they partnered with PolyAI to implement a customer-led voice assistant.

PolyAI's solution was a voice assistant designed to handle common FAQs while identifying and routing vulnerable callers. This resulted in 25% of calls being contained and resolved. The voice assistant handles an average of 5,500 calls per week, allowing Simplyhealth to redeploy staff and provide more efficient, personalized service.

Simplyhealth