Transforming QA and Coaching: How Personify Health Uses AI to Improve Member Experience

Michael Pace

Executive Director of Member Services

Personify Health

Michael Pace, Executive Director of Member Services at Personify Health, shares how partnering with Observe.AI is helping them uncover deeper insights from every member interaction. With 100% QA coverage—up from just 2%—they now understand patterns like hold time, dead air, and contact drivers with greater clarity. The data has revealed second- and third-tier reasons for calls and their correlation with metrics like AHT and CSAT, helping inform coaching, operations, and even product decisions. While still early in their journey, the value of these insights is shaping a broader strategy to better support agents, improve member experiences, and drive smarter decisions across the business.

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OVERVIEW

Personify Health is a healthcare engagement platform that unifies physical, mental, and financial well-being. By integrating data and digital tools, Personify helps individuals make better health decisions and employers deliver more holistic care experiences.

CHALLENGES

Personify's contact center could only audit ~2% of calls, limiting visibility into agent performance, call drivers, and trends. They lacked insight into member intent, impact on CSAT/AHT, and areas for coaching or operational improvement.

SOLUTION

With Observe.AI, Personify analyzes 100% of calls, uncovering insights on hold times, dead air, and call drivers. They now go beyond basic QA to reveal deeper reasons for contact—fueling better coaching, planning, and product decisions with AI.

FOUNDED

2023

HQ

Providence, RI

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