United StatesHealthcare and life sciences2026 – ongoingAudibel
Voice assistant for call screening and agent handoffs
PolyAI reported Audibel's call abandonment fell from 46% to 2%
Problem
Audibel's call center struggled with long waits and callers abandoning the queue. Agents also spent time gathering basic information and handling spam calls.
Approach
Audibel deployed a PolyAI voice assistant to collect caller details and identify their needs. It passed the information to live agents and filtered spam. Automated appointment scheduling remained a planned extension.
Results
Takeaway
The deployed assistant handled intake before a human conversation. The reported results did not depend on automating appointment booking.
Categories
- Size
- Large enterprise
- Industry
- Healthcare and life sciences
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
PolyAI described Audibel's voice assistant and handoffs to live agents. It reported abandonment falling from 46% to 2% and call wait times falling by 87%.
Full details are in the original sources.