From Standard to Superb: Virgin Pulse Achieves 40% Containment Rate with AI

Welcome to another edition of the Cognigy LinkedIn newsletter, where we bring you inspiring stories of how enterprises are revolutionizing customer experience (CX) through innovative solutions. In this edition, we delve into the remarkable journey of Virgin Pulse and how they achieved a staggering 40% containment rate with the help of AI technology. 

The Challenge 

 Virgin Pulse's Member Services team faced the challenge of providing seamless support across multiple channels while maintaining high-quality assistance. Despite their global presence and proactive approach, they encountered limitations with their existing support system, achieving only a 3% containment rate with a keyword-recognition bot. Seeking improvement, they identified three key factors for enhancement: 

• Integration with Zendesk LiveChat to deliver information directly within the chat interface
• Ensuring impeccable UX design for intuitive navigation and smooth dialogue
• Deployment of the AI Agent across various platforms, including member pages, login pages, enrollment pages, and Zendesk Help Center pages, to ensure consistency and accessibility

The Solution 

Virgin Pulse partnered with Cognigy to implement a fully automated AI Agent capable of understanding member intents and providing relevant answers sourced from articles on the Zendesk Help Center. Leveraging cutting-edge technology, Virgin Pulse orchestrated a streamlined maintenance process through automated pipelines, ensuring the continuous availability of up-to-date information. The AI Agent, powered by advanced language models, achieved an impressive average accuracy score of 97%, offering a seamless transition to live agents when necessary. 

The Results 

The impact of Virgin Pulse's AI solution was nothing short of remarkable. Within just over a month, they achieved a containment rate of approximately 40%, marking a significant improvement over their previous system. This success translated into enhanced assistance from Member Services agents and a more efficient interaction experience for members. Moreover, the popularity of the AI Agent soared, doubling user sessions from 12K to 30K, reflecting its usability and value addition. Feedback from stakeholders and members alike underscored overall satisfaction with the AI Agent's performance. 

For more success stories like this, visit our customer success page! 

Virgin Pulse's journey exemplifies the transformative power of AI in elevating customer support and satisfaction. As they continue to innovate and expand their support services, Cognigy remains an integral partner in maintaining exceptional service across all channels. 

Watch Now: Virgin Pulse Takes You Through Their Journey 

Congratulations to Virgin Pulse for their well-deserved recognition with the Newcomer Champion Award 2024 from Cognigy, showcasing their commitment to excellence and innovation in CX.