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AI Outcome Story
AI Acceleration:
Rapid Gains in Customer Containment and Satisfaction
Outcome Powered By:
Vertical
Health and Wellbeing
AI Solution Type
Conversional AI
Outcome
In just one month, AI-driven support skyrocketed containment from 3% to 40%, doubling user engagement and transforming the customer experience
Challenge
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Virgin Pulse’s Member Services team supported members via email, phone, and chat, but relied on an outdated keyword recognition bot.
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The bot had only a 3% containment rate, causing high agent workload and poor user experience.
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Member interactions were growing fast, increasing the pressure to deliver quicker, more scalable service.
Solution Process
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Virgin Pulse deployed a fully trained Cognigy AI Agent integrated into Zendesk LiveChat for real-time support.
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The solution was designed for easy maintenance, with automated updates pulling the latest support articles into the AI.
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Additional integrations allowed omnichannel expansion, ensuring the same smart automation experience across platforms
Outcome Details
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Containment rate jumped from 3% to 40% within just over a month.
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Monthly AI-handled sessions grew from 12,000 to over 30,00 — more than doubling engagement.
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The AI Agent reached 97% intent recognition accuracy, greatly improving self-service success and member satisfaction.