💡 Quick Stats
- Increased payouts using Vapi Voice Agents vs. standard web forms
- Fewer missed calls after AI introduction
- Deployed in under 6 weeks for the initial rollout
Background
PolicyBind is an insurtech company specializing in matching customers with Medicare, auto, and commercial insurance plans. With call volumes surging in Q4, particularly among seniors seeking Medicare coverage, missed calls translate directly into lost revenue. To handle these spikes, James Morrow (VP of Engineering) championed an AI-driven approach that ensures no lead falls through the cracks—even when human agents are fully occupied.
The Challenge
PolicyBind's customers often require immediate assistance, and any delay can result in abandonment. Running a lean team of 19, the company faced these operational hurdles:
- Missed Leads at Peak Times: Surges in call traffic left many callers unanswered when human agents were fully occupied. Abandoned calls translated directly into lost revenue opportunities.
- Short Deployment Window: Q4 was the busiest season for Medicare sign-ups. PolicyBind needed a quick, reliable way to handle overflow calls without dramatically scaling its call center headcount.
- Friction in Data Capture: Requesting details like email addresses or last names often caused callers to drop off. PolicyBind knew a minimal-friction approach would keep leads engaged to the end of the call.
Lost leads at peak times directly impact our revenue. Our traditional Medicare customers expect immediate assistance, and if they can't get through, they simply move on to another provider
- James Morrow, VP of Engineering at PolicyBind
Why Vapi?
After evaluating multiple options for their overflow call handling needs, PolicyBind chose Vapi for its:
- Enterprise-grade scalability to handle call volume spikes
- Fast deployment capabilities to meet Q4 deadline
- Customizable conversation flows that minimize friction
Key technical requirements included:
- Seamless integration with existing call routing systems
- Ability to quickly transfer callers to human agents when available
- Minimal-friction call flows to maximize lead capture
Solution Implementation
By analyzing call data and leveraging short, focused prompts, PolicyBind and Vapi developed a streamlined AI assistant capable of quickly capturing key caller information before transferring them to a live agent.
The implementation focused on Medicare call flows—the most time-sensitive use case. The AI was trained on actual call transcripts, refined via nightly audits, and deployed through Vapi's platform with real-time SIP integration to Ringba.
We're actually seeing better payouts on our VAPI-assisted calls in healthcare now than we do on the equivalent web form, which is a big breakthrough moment for us
- James Morrow, VP of Engineering at PolicyBind
The successful implementation provided PolicyBind with:
- Adaptive Conversation Flow: Minimal questions keep calls concise and reduce hang-ups
- Context-Aware Follow-Ups: Each response triggers a decision-making engine to determine next steps
- Overflow Coverage: Calls instantly roll over to AI during peak hours, ensuring no caller waits indefinitely
Results & Impact
- Higher Completion Rates vs. Web Forms: PolicyBind has seen better call completion rates on AI-powered healthcare calls than on equivalent web forms—a significant breakthrough that validates the new voice approach.
- Reduced Missed Calls: Preliminary data shows a significant drop in overflow abandonment, recapturing leads that would have otherwise been lost.
- Higher Customer Satisfaction: Short, targeted prompts minimize frustration among Medicare callers.
- Scalable Infrastructure: The same approach extends to commercial and auto insurance lines with minimal customization.
Looking Forward
PolicyBind plans to expand AI handling across all insurance verticals and further enhance the caller experience. Upcoming initiatives include:
- Structured A/B testing for voice and script experimentation
- CI/CD integration for version-controlling agent scripts
- Enhanced knowledge base functionality to better serve complex inquiries
- Real-time landing page voice integration for an even more polished experience
For other companies considering Vapi for overflow call handling, James Morrow offers this advice:
If you're dealing with seasonal spikes in call volume and can't afford to lose leads, Vapi provides a remarkably efficient solution that can be deployed quickly without sacrificing the customer experience.
