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How SafeRide Health uses PolyAI

1M

calls answered every month

As published on poly.ai, May 2026. Captured by usedby on Oct 8, 2026.

What happened

SafeRide Health uses a PolyAI-powered dialog agent named Steven to handle inbound member calls for non-emergency medical transportation, including authentication, booking, cancellation, modification, and flex ride activation. The agent was upgraded from an intent-based model to agentic AI to better understand natural speech.

Summary written by usedby from the source page, in English. The figures are those of PolyAI and SafeRide Health, not ours.

  • 47k“47k agent hours saved on authentication”
  • 95%“95% reduction in speak-to-human turn rate”
  • 15%“There has been a 15% increase in success rates across all call flows”
  • 80%“PolyAI also supports 80% of all inbound calls”

Now three years into the partnership, the impact is visible across every part of SafeRide Health's operations. There has been a 15% increase in success rates across all call flows and a 20–30 second reduction in average handling time.

From the page. poly.ai, captured Oct 8, 2026

It's very challenging to scale humans in a call center with a 40% a year growth rate. That's a lot of new CSRs to hire, with associated training costs and quality requirements. That's why we had to look for a new way.

Ben Salter, Chief Product Officer and Co-Founder, SafeRide Health, SafeRide Health. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: 1MCheckedThe figure is on the page; its label is our wording.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of SafeRide Health.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • SafeRide Health uses PolyAICheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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