20x Containment Increase with Cognigy.AI

Personify Health is a leading digital health company committed to enhancing individual wellbeing and organizational performance through personalized, data-driven solutions. To transform member support, the Member Services team introduced a fully trained AI Agent. As a foundational step, they prioritized seamless integration with Zendesk LiveChat, exceptional user experience design, and multi-platform deployment. Within just one month of launch, the initiative delivered remarkable results, marking a significant shift in how member support is delivered.

Personify Health

40%

Containment Rate

97%

Intent Score

Zendesk

Integration

The Challenge

Personify Health's Member Services team is globally active and present on three support channels – email, phone, and chat. To back up their General FAQ, they relied on a keyword-recognition bot to provide customers with answers to common or individual questions. They reached a containment rate of 3% and aimed to improve this with a fully trained AI Agent meeting the following key requirements:

  1. Integration with Zendesk LiveChat: AI Agent needed to be integrated with Zendesk LiveChat to provide all necessary information directly within the chat service – avoiding the use of third-party links to external pages.

  2. Excellent User Experience: The AI Agent needed to be designed for an intuitive and seamless experience, ensuring easy navigation and engaging dialogues.

  3. Multi-Site Deployment: The AI Agent needed to be deployed across four key service points – the member page, login page, enrollment page, and the Zendesk Help Center – consistently delivering the same features and capabilities.

Personify Health The Challenge
Ivana Suljetovic
“Cognigy's cutting-edge technology has transformed our customer support, achieving an impressive 40% containment rate within a single month.”
Ivana Suljetovic
Director Member Services at Personify Health

The Solution

Personify Health deployed a fully automated AI Agent capable of accurately identifying member intents and delivering responses based on content from their Zendesk Help Center.

To streamline operations and reduce manual upkeep, Personify Health designed a maintenance-free process powered by automated pipelines. These pipelines automatically retrieve, convert, and upload updated Zendesk articles, ensuring the AI Agent remains current and reliable.

Covering 29 distinct topic areas, the AI Agent consistently achieved a remarkable average model accuracy of 97%.

Beyond answering questions, the AI also supports ticket creation and smooth handoff to member support. Behind the scenes, the system is engineered for effortless updates and scalability, prioritizing ease of use and low maintenance.

To accelerate and optimize training, Personify Health leveraged the capabilities of large language models (LLMs), specifically GPT-4, ensuring rapid deployment and high performance.

Personify Health the Solution

The Impact

In just over a month, the Cognigy.AI solution implemented by Personify Health achieved a containment rate of approximately 40%, an increase of more than tenfold compared to the previous solution, marking a significant milestone in enhancing member support. This improvement directly contributes to more effective assistance from Member Services agents and a more efficient experience for members.

The AI Agent also saw a substantial rise in usage, with user sessions more than doubling from 12,000 to 30,000, underscoring its growing popularity and added value. Feedback from both internal stakeholders and members reflects a high level of satisfaction with the AI Agent’s performance.

As this represents the initial version of the AI Agent, Personify Health is planning future phases and expansions, including support across new channels such as phone, to further strengthen its member support services.

KPI2_100

Ticket-Self-Service

KPI1_30

UX Enhancement

KPI_Integration

Zendesk-Integration
Nexus Speakers (2)
Antonio Dujmovic 

Manager Engineering

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Cognigy.AI is integral to maintaining our exceptional service across all channels, making it a critical part of our infrastructure.

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