# How Reed Wellbeing uses Cognigy

**80%** reduction in wait between GP referral and first

As published on [cognigy.com](https://www.cognigy.com/en/case-study/reed-wellbeing). Captured by usedby on 2026-10-08.

- Company: [Reed Wellbeing](https://www.usedby.ai/companies/reed-wellbeing.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Teams: Contact center advisors, Program coaches
- Customer since (as the page says): In June 2024, following a successful three-region pilot, Reed deployed NiCE Proactive AI across all seven regions

## What the story says

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.

> 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.

- **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.”

> 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.
>
> Nick Hughes, Division Director @ Reed Wellbeing

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 80% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Reed Wellbeing.
- Checked: Reed Wellbeing uses Cognigy. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/reed-wellbeing-cognigy · How we check: https://www.usedby.ai/methodology