Case Study: RVO Health transforms smoking cessation coaching at scale with ustwo

RVO Health boosts Hope engagement 22x with ustwo

RVO Health, the largest health portfolio in the U.S., faced a challenge scaling its SMS-based smoking cessation product, Hope. The original system relied on scripted, rule-based messages and human coaches, which was effective but couldn't expand quickly or cost-effectively to meet national demand. RVO Health partnered with vendor ustwo to explore if AI could make the coaching experience feel more human and responsive while remaining trustworthy and effective.

ustwo re-architected Hope around an AI orchestration layer, blending deterministic rules for clinical safety with generative conversational models. This created a dynamic messaging engine that enabled natural, contextual dialogues. The results from the initial pilot were profound: user enrollment was 3x the anticipated amount, and average response length grew from 4.9 to 90 words as users opened up about their challenges. This 22x increase in message depth demonstrated engagement that mirrored human coaching but at a vastly greater scale, leading to plans for a national rollout.

RVO Health