XP Health brings support into focus with Zendesk

XP Health, a healthcare technology company, takes a digital-first approach to vision care for employers and employees. Founded in 2018, XP Health set out to make vision care more convenient and affordable through a direct-to-member model.

“We have a really high bar for how we serve our member population,” Kristi Miller, Director of Member Experience at XP Health, says. “We’re trying not to just meet expectations, but enrich lives through every interaction.”

While the vision industry in the United States may have a reputation for being challenging to traverse, XP Health is on a mission to streamline the process and elevate the experience for its members.

“We’re trying to make our platform nice and simple for our members to navigate,” Miller says. “We want to be able to scale our business without ever losing that human connection.”

Scaling support with AI agents

XP Health’s vision care program offers unique features, including wholesale pricing on designer frames, free lens coating, and AI-powered frame matching. The Silicon Valley-based company grew quickly and now serves more than 800,000 members across 6,000+ organizations.

As XP Health scaled, so did the number of support inquiries.

“We had a high volume of chats and emails with our members asking repetitive questions,” says Miller. “And that meant our human agents were spending a lot of time on low-complexity issues.”

XP Health has been using Zendesk since 2022. In 2025, Miller launched Zendesk’s AI agents.

“The rollout was really quick—and it was super-easy,” says Miller. “We got it up and running in a day.”

Miller trained the AI agents on XP Health’s knowledge base. Almost immediately, Zendesk AI agents reduced ticket volume.

“With the AI agents resolving FAQ-type questions, our team was able to focus on human, high-impact situations,” Miller says. “It’s taking the monotonous work out of the way for us.”

The impact went beyond volume—it fundamentally changed how the team spent their time, creating space for agents to focus on more meaningful work.

“Now, they’re not drowning in sending members FAQ articles,” she says. “It feels like they have room to breathe.”

Since launching AI agents, XP Health saw their deflection rate more than quadruple, from 15 to 60 percent. The AI agents also improved XP Health’s resolution time.

“We were averaging 1.3 hours per ticket,” Miller says. “Now it’s dropped to 0.7 hours, cutting our resolution time by 46 percent—that’s huge.”

Turning insights into action with Zendesk QA

Before adopting Zendesk QA, XP Health’s approach to quality assurance was limited.

“QA has been a lifesaver for us,” Miller says. “I was manually picking tickets and looking at maybe two per agent per week. It was not sustainable. I had Google Docs galore—it was awful.”

With Zendesk QA, XP Health now has visibility across 100 percent of its tickets, with automated rules surfacing the interactions that matter most, including negative CSAT, edge cases, or complex conversations that require deeper review.

“Now, I have more time to coach our agents, which is really helpful.” Miller says. “I can go through a ticket and say, ‘You said this—what about the opportunity to say this?’ We can actually talk through our process and policies.”

QA has also helped XP Health create more consistency across its growing support team. By refining scorecards and focusing on key behaviors—like empathy, accuracy, and adherence to service standards—the team now has a clearer understanding of expectations and performance.

“The team likes it because they know exactly where they stand,” Miller says. “And it’s more helpful for me to know where they’re struggling and where they need support.”

As XP Health expanded its use of AI agents, QA became even more valuable. The team now uses it to evaluate both human and AI interactions, ensuring responses are accurate, aligned with brand standards, and escalated appropriately when needed.

“We’re able to see if our AI agent is responding the right way, pointing to the right content, and handing off to humans at the right moment,” Miller says.

That unified view allows XP Health to continuously improve both its automation and its human support—fine-tuning knowledge base content, refining workflows, and delivering a more consistent member experience.

Giving agents time back with Copilot

At XP Health, some issues are straightforward, while others require real expertise. While AI agents handle simple inquiries, Copilot helps human agents move faster on the tickets that remain.

“We’re a vision care company—for example, one of our members may have a question about their prescription, or they received their glasses and the lenses are blurry,” Miller says. “In those cases, we will have a human step in.”

With AI agents reducing volume, Miller turned to Zendesk Copilot to help agents move faster on the conversations that remained.

“Instead of our agents having to scroll through countless emails, they get a summary from Copilot—which is super-helpful,” Miller says. “It just surfaces that information right then and there.”

Copilot also flags duplicate tickets tied to the same issue, alerting human agents to existing conversations.

“We have a ton of members who will email us—and then switch to chat,” Miller says. “Before Copilot, that created double the work for our agents. Now, agents can see when conversations are related and handle them as a single, cohesive thread.”

Copilot also speeds up onboarding for new agents.

“It’s helped a lot with our training,” Miller says. “New agents don’t have to memorize every single macro—it’s saving them a ton of time.”

And Copilot’s macros—AI-powered suggestions of pre-written responses—help the XP Health team move faster and stay focused. Instead of searching for the right response, agents get recommendations in real time—reducing friction in every interaction.

“Those are small lifts, but they add up across the day,” Miller says. “We’re just trying to automate some of that low-hanging-fruit work.”

One reason the Copilot rollout worked so well is that the platform fit naturally into the team’s existing Zendesk workflow. XP Health did not need a long implementation cycle or heavy change management effort to start seeing value.

“Same as the AI agents—it was super straightforward,” Miller says. “There was essentially a checkbox—we just turned on the features that we wanted.”

The team rolled features out gradually, testing them with agents and building trust over time.

“We didn’t want to just bombard them,” says Miller. “It was more just making sure that the agents understood what the tools were, how to access them—and then building trust around those tools.”

That practical rollout helped XP Health adopt Copilot without disrupting day-to-day operations, while still giving agents a voice in how the tools were introduced.

Building the future of member experience

XP Health is still early in its AI journey, but Miller is already looking ahead. Next, she wants to implement intelligent triage, auto assist, and deeper integrations that could bring even more guidance and automation into the agent experience.

“It’s amazing what AI agents can do,” Miller says. “With our deflection rate, I’m already thinking—can we hit 70 percent? What about 80? What number can we get next?”

To get there, XP Health is exploring how AI agents can take action across systems—bringing more internal tools into Zendesk to automate more complex workflows and push deflection rates even higher and start to fully resolve more customer issues. AI agent capabilities are evolving to be easier to use than ever, and Zendesk’s most advanced features are now included by default for all customers.

But it’s the human touch that will continue to define XP Health.

“Technology is going to raise our baseline,” Miller says. “But humanity is going to set our brand apart.”