Case Study: Healthspan achieves 90% resolution and modernises voice with Talkative AI

Discover how Healthspan use Talkative's live chat to dramatically increase online customer engagement by 500% and improve online sales

Heathspan, a UK-based health and wellness brand, faced the challenge of modernizing its traditional, voice-first contact centre to handle high volumes of detailed customer queries across channels while maintaining service quality and providing 24/7 support. To address this, they partnered with vendor Talkative to begin a digital transformation, initially implementing their live chat and messaging services.

Talkative’s solution was a phased implementation of AI, starting with a digital AI agent called the Product Professor for chat and email support, which was later expanded to include Voice AI. This approach achieved a 90% resolution rate for product-related queries, increased customer satisfaction scores to 89%, and provided 24/7 support, freeing agents to focus on more complex tasks.

Heathspan

Rob King

IT and Facilities Manager