Case Study: How Audibel reduced abandonment rates by 44% with PolyAI
Key results
The challenge
Audibel, a hearing-care provider, faced call abandonment rates in the 43-46% range and wait times of 10-15 minutes across roughly 400 clinics handling about 2,000 calls a day. Long holds risked deterring patients at an emotionally sensitive moment.
The solution
Audibel deployed a PolyAI voice assistant to answer inbound calls, book appointments, and screen out spam. The agent handles calls with natural, adaptive voices designed to sound like the company's own staff.
“PolyAI rose to the top because of how authentic their voices sounded and how adaptive the technology was. It didn't sound robotic — it sounded like one of our own agents.”
DWDan WeinbergerDirector of Global Marketing, Audibel
The results, in context
Audibel reported that call abandonment dropped from 46% to just 2%, a 44% reduction, while call wait times fell 87% and spam calls dropped 88%. The company described the voices as authentic rather than robotic.