How Reed Wellbeing uses Cognigy
80%
reduction in wait between GP referral and first
As published on cognigy.com. Captured by usedby on Oct 8, 2026.
What happened
Reed Wellbeing uses NiCE Proactive AI to autonomously contact people referred by their GP for the NHS Diabetes Prevention Program via SMS, email and automated voice. The system handles enrollment, eligibility screening and reminders, and routes complex cases to human contact center advisors.
Summary written by usedby from the source page, in English. The figures are those of Cognigy and Reed Wellbeing, not ours.
- 16 percent“The number of participants joining the service has increased by 16 percent.”
- 22 percent“Digital program take-up has grown by 22 percent, reflecting both the expanded options the system surfaces for participants and the ease of the digital onboarding pathway.”
- 3,500“The active referral backlog has fallen from approximately 15,000 people to around 3,500, shifting Reed Wellbeing's contact center from four to five months of work in hand to approximately one.”
- almost 30 percent“The time between referral and first session attended has reduced by almost 30 percent.”
The wait time between GP referral and Reed's first patient engagement has fallen by 80 percent. A participant referred by their GP today can start a face-to-face program within five days, where the same journey previously took an average of 28 days.
What proactive AI is doing is adding value to the human conversations that need to make a programme a success. It is not a replacement.
What the story claims, and what we checked
We compared the story with its live page on Oct 8, 2026.
- The figure: 80%CheckedThe figure is on the page; its label is our wording.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Reed Wellbeing.
- Reed Wellbeing uses CognigyCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
- The result itselfNot checkedWe quote it; we did not measure it.
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