SimplyhealthUnited Kingdom · Health insuranceSimplyhealth handles about 5,500 weekly calls and resolves 25% through voice AI.
Simplyhealth added conversational voice AI as part of its digital transformation to handle common member requests at scale.
Voice AI success storySimplyhealthAbout 5,500 calls handled each weekWhat Simplyhealth needed to change.
A high volume of repeatable member calls placed continuing pressure on service capacity. The organisation needed self service that could resolve suitable requests without blocking access to human support.
How Simplyhealth put conversational AI into the customer journey.
Simplyhealth added conversational voice AI as part of its digital transformation to handle common member requests at scale.
The assistant completes approved self service journeys while preserving human support for conversations that need more judgement or care.
The human team kept the work that required judgement.
Service colleagues remained available for exceptions and needs that required personal attention. The voice assistant completed the approved journeys where a member could receive a clear resolution without waiting.
About 5,500 calls handled each week.
PolyAI reports about 5,500 calls handled each week, with 25% fully resolved inside the voice assistant journey.
What another service business can learn from Simplyhealth.
Resolution is a stronger measure than call volume alone. A voice Agent creates capacity when it can complete a well defined member need and records the outcome for the wider service operation.
This example shows how voice AI and conversational AI can support a real customer journey. Every business should still establish its own baseline, operating boundaries and commercial case before implementation.