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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 

  • Virgin Pulse’s Member Services team supported members via email, phone, and chat, but relied on an outdated keyword recognition bot.

  • The bot had only a 3% containment rate, causing high agent workload and poor user experience.

  • Member interactions were growing fast, increasing the pressure to deliver quicker, more scalable service.

Solution Process

  • Virgin Pulse deployed a fully trained Cognigy AI Agent integrated into Zendesk LiveChat for real-time support.

  • The solution was designed for easy maintenance, with automated updates pulling the latest support articles into the AI.

  • Additional integrations allowed omnichannel expansion, ensuring the same smart automation experience across platforms

Outcome Details

  • Containment rate jumped from 3% to 40% within just over a month.

  • Monthly AI-handled sessions grew from 12,000 to over 30,00 — more than doubling engagement.

  • The AI Agent reached 97% intent recognition accuracy, greatly  improving self-service success and member satisfaction.

Massive Growth: Chat sessions handled by AI more than doubled after deployment.
High Precision: Achieved an impressive 97% intent accuracy with the new AI Agent.
Omnichannel Ready: The AI platform was built to scale across multiple channels beyond chat, future-proofing Virgin Pulse’s support strategy.
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