Healthspan, the UK’s leading direct‑to‑consumer vitamins and supplements retailer, has transformed its contact centre with Talkative’s brand‑trained generative AI chatbot integrated via Mitel, achieving a 90% resolution rate on product queries—all within eight weeks. Customer satisfaction (CSAT) rose from 86% to 89%, allowing agents to focus on high‑value interactions.
A contact centre under pressure
Healthspan’s 57‑strong support team manages over 150,000 monthly enquiries across phone, email, live chat and WhatsApp—primarily around its 200+ products. Managing growing volumes and ever‑more complex product questions called for a scalable, reliable, brand‑consistent solution. Watch the video here: https://www.youtube.com/watch?v=-nS8m4EEtTw&t=1s
Cautious yet ambitious AI adoption
Rob King, Healthspan’s IT & Facilities Manager, emphasised the importance of accuracy and experience continuity:
“We needed quicker responses … but could AI actually provide correct information to our customers in a consistent and reliable way?” – Rob King, IT & Facilities Manager at Healthspan
Speak‑to‑agent handovers, prevention of hallucinations or brand drift, and agent oversight were critical in the company’s decision-making process.
Implementation – eight weeks to ‘Product Professor’
Talkative’s hybrid AI solution combined a knowledge‑base powered by large language models with guided chatbot flows, suggestion chips and seamless branding. With no coding required, the system was live in just eight weeks. According to Rob King, “[it] was really straightforward… friendly support… sending emails with current statistics and suggestions.”
Talkative makes it easier than ever to update and maintain the chatbot’s knowledge through daily URL refresh, removing tedious maintenance tasks and ensures consistency and accuracy of answers.
Impressive results – 90% query deflection, CSAT uplift
Launched in May, the chatbot initially resolved 30% of product queries. Within four weeks, optimisation had pushed that to 90% resolution—freeing up agents, accelerating response times and raising CSAT from 86% to 89%
Making AI real for real-world CX
This case proves that in 2025, generative AI is no longer a nice-to-have, but a key driver for success in customer-facing functions and industries. Healthspan’s success underscores several lessons:
- Scalable and brand‑trusted – managed via no‑code interfaces, knowledge bases updated independently, and wrapped in custom branding.
- Hybrid approach – LLM for knowledge, heuristic flows for customers, with effortless agent escalation.
- Business impact – rapid ROI through deflected queries, time savings, and boosted CSAT. Agents’ workload has been reduced and job satisfaction increased.
Quotes from the frontline
“Achieving a 90% resolution rate has been massive… Agents now have far more time overall, getting Talkative’s Generative AI Chatbot is a no‑brainer.” — Rob King, IT & Facilities Manager, Healthspan
Felix Winstone, CEO of Talkative and Rob King, IT & Facilities Manager at Healthspan are available for further comment.
About Talkative
Talkative, based in Newport, Wales, provides AI-powered customer engagement solutions across channels that boost B2C support and sales by driving the highest quality customer conversations. With tools like generative AI chatbots, voice and email AI, live video and social messaging, Talkative helps businesses deliver fast, personalised experiences at scale. Deep CRM integrations and adaptable features empower companies to enhance engagement, improve CX and increase revenue. Learn more at gettalkative.com.
About Talkative & Mitel integration
Talkative’s generative AI chatbot, tightly integrated with Mitel’s contact centre platform, automates product Q&A, live chat, voice and messaging, while enabling supervisors to track performance via a unified dashboard. More about Talkative’s partnership with Mitel here.
Media Contact
Name: Patsy Nearkhou
Title: Head of External Relations at Talkative
Email: pnearkhou@talkative.uk