Revolutionizing Customer Support: How Healthbird Scaled Healthcare Services with YourGPT.ai
About
Healthbird, a leading healthcare platform connecting users to affordable insurance plans, faced growing pains in customer service as their user base expanded rapidly. By integrating YourGPT.ai's intelligent AI agents, Healthbird transformed reactive support into proactive, 24/7 automation, ensuring seamless user experiences and operational excellence.
The Challenge
What went wrong
Healthbird's customer service team was overwhelmed by a surge in inquiries—ranging from insurance plan comparisons to claims processing—resulting in average response times exceeding 2 hours during peak periods.
This led to frustrated users, higher churn rates (up to 15% quarterly), and increased operational costs, with the team spending over 60% of their time on repetitive queries. Manual handling couldn't keep pace with 24/7 demand, straining resources in a compliance-heavy healthcare environment.
Solution Approach
How it was solved
Healthbird partnered with YourGPT.ai to deploy customizable AI agents trained on their extensive knowledge base, including policy documents, FAQs, and past interactions.
Using YourGPT's AI Studio, they built omni-channel workflows integrated with email, WhatsApp, and web chat, leveraging models like GPT-4 for accurate, context-aware responses. Human-in-the-loop features allowed seamless escalation for complex cases, while privacy-compliant data training ensured HIPAA adherence without compromising user information.
Results Achieved
Success Metrics
- Response Time Reduction: Queries resolved in under 1 minute, achieving 95% first-contact resolution.
- Cost Savings: Operational expenses dropped by 40%, freeing the team for high-value tasks like personalized consultations.
- User Satisfaction Boost: CSAT scores rose from 72% to 92%, with churn decreasing to under 5%.
- Scalability Achieved: Handled 3x inquiry volume without additional hires, enabling Healthbird to onboard 50,000+ new users annually.
Verified Testimonials
Real voices from people who witnessed this story firsthand
Ariel Dominguez
👔 CEO
🏢 Healthbird
YourGPT Chatbot has been a promising addition to our operations. I appreciate the ability to choose from different LLMs and create workflows that fit our needs. It help us automate customer service questions, saving time and improving response efficiency.
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