{"id":69558,"date":"2024-01-25T15:00:00","date_gmt":"2024-01-25T15:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=69558"},"modified":"2024-05-03T09:32:16","modified_gmt":"2024-05-03T08:32:16","slug":"simplyhealth-ai-data","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/simplyhealth-ai-data\/","title":{"rendered":"Simplyhealth Accelerates Healthcare Accessibility with Salesforce AI"},"content":{"rendered":"\n<p>Leading U.K. health solutions provider <a href=\"https:\/\/www.salesforce.com\/uk\/products\/einstein-ai-solutions\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Simplyhealth<\/a> is using Salesforce <a href=\"https:\/\/www.salesforce.com\/products\/einstein-ai-solutions\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein,<\/a> <a href=\"https:\/\/www.salesforce.com\/uk\/products\/service-cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>, and <a href=\"https:\/\/www.salesforce.com\/uk\/products\/sales\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a> to power productivity across its business through AI-powered&nbsp;customer experiences, enabling its services to become more accessible and easy to use.<\/p>\n\n\n\n<p><strong>Why it\u2019s important<\/strong>: <a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/sales-service-research-generative-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">More than two-thirds (61%)<\/a> of service professionals believe <a href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/what-is-generative-ai\/\">generative AI<\/a> technology will help them better serve their customers.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Since partnering with Salesforce, Simplyhealth has taken an omni-channel approach to customer service with a <a href=\"https:\/\/www.salesforce.com\/uk\/products\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener sponsored nofollow\">360-degree view<\/a> of each customer. This has empowered agents with the ability to automate time-consuming administrative tasks, which helps Simplyhealth deliver a better and faster customer experience.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><strong>Driving the news<\/strong>: Simplyhealth is now using Salesforce <a href=\"https:\/\/www.salesforce.com\/uk\/products\/ai-for-customer-service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein for Service<\/a> to transform agent efficiency with conversational AI. Time to reply to customer email inquiries with a knowledge GPT-enabled response, with the appropriate human checks in place, has reduced from 12 minutes to just one minute since its launch.<\/p>\n\n\n\n<p>Salesforce AI is already credited with resolving around 10% of Simplyhealth emails that were sent during November and December 2023. With the reduction in work time to send these emails, service agents are using this extra time to focus on more engagement with customers, with a particular focus on their most vulnerable customers.<\/p>\n\n\n\n<p>Additional benefits include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>With <a href=\"https:\/\/www.salesforce.com\/uk\/products\/customer-service-chatbot\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein bots<\/a>, Simplyhealth now handles 35% of all customer traffic through live chat.&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/uk\/products\/service-cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Service Cloud<\/a> enables Simplyhealth to speed customer responses and enhance accessibility of services. Call volume has reduced by nearly 40% and agents are able to facilitate numerous live chats simultaneously.<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/uk\/products\/call-center-integration\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud Voice<\/a> produces real-time call transcriptions and summaries, which can be used as a single source of truth for every customer, helping inform agents ahead of future conversations.<\/li>\n\n\n\n<li>All teams will be able to create <a href=\"https:\/\/help.salesforce.com\/s\/articleView?id=release-notes.rn_einstein_knowledge_email_response.htm&amp;release=246&amp;type=5\">knowledge-generated email replies<\/a>, leveraging AI to ingest the message, analyze the company\u2019s approved FAQs, and write an email response.&nbsp;<\/li>\n\n\n\n<li><a href=\"https:\/\/help.salesforce.com\/s\/articleView?id=sf.einstein_next_best_action.htm&amp;type=5\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein Next Best Action<\/a> helps agents follow best practices and ensures consistency in case response across departments.<\/li>\n\n\n\n<li>With <a href=\"https:\/\/www.salesforce.com\/uk\/products\/sales-cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Sales Cloud<\/a>, customer leads are automatically routed to the right healthcare expert. Teams are able to identify opportunities to cross-sell and meet performance targets.<\/li>\n<\/ul>\n\n\n\n<p><strong>The trust factor: <\/strong>In healthcare, with the level of confidential data held, trust is critical. Designed for enterprise security standards, the <a href=\"https:\/\/www.salesforce.com\/uk\/products\/secure-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein Trust Layer\u2019s<\/a> zero retention architecture allows Simplyhealth to benefit from generative AI without compromising customer trust and company data.&nbsp;<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"73572\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/uk\/news\/linked-content\/liv-golf-launches-fan-caddie-powered-by-salesforces-agentforce-360-a-personalized-ai-agent-that-reimagines-the-global-golf-fan-experience\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=1024\" class=\"content-card__image\" alt=\"LIV Golf Launches Fan Caddie\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/02\/IMG_1871.png?w=300&amp;h=169 300w, 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Announces Support for Google&#8217;s Universal Commerce Protocol to Bring Product Discovery and Checkout into Conversational AI\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t3 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/uk\/news\/wp-json\/wp\/v2\/posts\/69558\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p><strong>The customer perspective:&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cGenerative AI has immense potential to revolutionise how the healthcare industry helps people to stay healthy and improve access to healthcare. With Salesforce\u2019s Einstein Trust Layer we can have confidence that our customer data is secure and protected as we transform the agent and customer experience.\u201d \u2013 Claudia Nicholls, Chief Customer Officer, Simplyhealth<\/li>\n\n\n\n<li>\u201cWith Salesforce we\u2019re excited to put into practice world-leading AI capabilities to transform how we support our customers and ensure our business is ready for a digital-first future. Generative AI presents an exciting opportunity for business and our employees. As an example, our teams will be able to delegate time-consuming, administrative tasks to AI agents, leaving more time for them to focus on challenging, complex, and rewarding work.\u201d \u2013 Dan Eddie, Director of Customer Services, Simplyhealth<\/li>\n<\/ul>\n\n\n\n<p><strong>The Salesforce perspective: <\/strong>\u201cTechnology is changing industries, including healthcare, at pace and in so many powerful ways. Today\u2019s AI revolution is at the heart of that change, as our groundbreaking partnership with Simplyhealth demonstrates. Salesforce\u2019s trusted AI solutions are driving huge productivity benefits, not only enabling the Simplyhealth team to support customers more quickly and effectively but tailor support and further enhance the level of care for those that are most vulnerable and in need,\u201d said Zahra Bahrololoumi, CEO \u2014 UKI<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Salesforce\u2019s trusted AI solutions are driving huge productivity benefits, not only enabling the Simplyhealth team to support customers more quickly and effectively but tailor support and further enhance the level of care for those that are most vulnerable and in need.<\/p>\n<cite>&nbsp;Zahra Bahrololoumi, CEO \u2014 UKI<\/cite><\/blockquote>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cComplementing Simplyhealth\u2019s long-standing focus on its customers and wider societal purpose, this is an ongoing collaboration we\u2019re really proud of,\u201d she continued.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p><em>For more Salesforce customer news, <\/em><a href=\"https:\/\/www.salesforce.com\/uk\/news\/topics\/customer-success\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>visit this page<\/em><\/a><em>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Leading U.K. health solutions provider Simplyhealth is using Salesforce Einstein, Service Cloud, and Sales Cloud to power productivity across its business through AI-powered&nbsp;customer experiences, enabling its services to become more accessible and easy to use. Why it\u2019s important: More than two-thirds (61%) of service professionals believe generative AI technology will help them better serve their [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":69557,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[4142],"sf_theme":[3985],"sf_topic":[3978,3998],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4301],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-69558","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-news-highlights","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-customer-success","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Simplyhealth Accelerates Healthcare Accessibility with Salesforce AI - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/uk\/news\/stories\/simplyhealth-ai-data\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Simplyhealth Accelerates Healthcare Accessibility with Salesforce AI\" \/>\n<meta property=\"og:description\" content=\"Leading U.K. health solutions provider Simplyhealth is using Salesforce Einstein, Service Cloud, and Sales Cloud to power productivity across its business through AI-powered&nbsp;customer experiences, enabling its services to become more accessible and easy to use. 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