How Personify Health Uses Voice AI to Scale Personalization and Performance

Michael Pace

Executive Director of Member Services

Personify Health

Michael Pace, Executive Director of Member Services at Personify Health, shares how his team is leveraging Voice AI to deliver personalized, proactive service across complex healthcare journeys. With Observe.AI, they’ve gained full visibility into calls, scaled their quality assurance program, and empowered frontline agents with insights that drive real-time improvements. The result: better coaching, smarter compliance, and more human-centered care at scale.

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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

- Limited QA coverage across a high volume of complex member calls - Inconsistent agent coaching & limited visibility into performance gap - Need to maintain empathy & compliance while scaling contact center operations - Lack of real-time insights to support dynamic member needs

SOLUTION

- Analyzed 100% of calls with Observe.AI for QA and compliance - Scaled QA using custom scorecards and automation - Used CI insights to coach agents and boost performance - Enabled real-time support and personalization with Voice AI

FOUNDED

2023

HQ

Providence, RI

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