Case Study: Simplyhealth reduces call volume with PolyAI

Simplyhealth supports their digital transformation with PolyAI

Simplyhealth, a leading UK health insurance provider, was looking to move from legacy systems to a digital-first, automated customer service model that could improve journeys while still supporting vulnerable callers. To do this, they partnered with PolyAI and used its customer-led voice assistant to handle common FAQs and help route callers appropriately.

PolyAI implemented a natural-language voice assistant that could contain routine calls, send SMS links to relevant online resources, and identify vulnerable or offline customers for direct routing to the right department. The solution now handles an average of 5,500 calls per week, fully resolves 25% of calls, reduces repetitive contact center volume, and gives agents more time for higher-value support.

Simplyhealth

Dan Eddie

Customer Service Director