Observe.AI Case Studies AI-Driven Quality Management Revolutionizes Talent Management Company

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	AI-Driven Quality Management Revolutionizes Talent Management Company Observe.AI

AI-Driven Quality Management Revolutionizes Talent Management Company

Observe.AI

Technology Category	Analytics & Modeling - Natural Language Processing (NLP) Cybersecurity & Privacy - Identity & Authentication Management
Applicable Industries	Education Transportation
Applicable Functions	Human Resources Quality Assurance
Use Cases	Inventory Management Speech Recognition
Services	Testing & Certification Training
Challenge	The company, a leading provider of talent management and training software, was faced with a significant challenge at the beginning of 2020. Following a major acquisition, the company needed to double its support team from 80 to 160 agents. This required preparing to train new agents on their process and service offering. However, before onboarding these agents, they needed to ensure their quality process was effective in identifying which agents required the most assistance quickly and at scale. The company's previous manual process was consistently seeing coaching drop on their list of support priorities due to support backlogs. This resulted in agents not knowing where they needed to improve or how support leads were making decisions. The company needed to create a more data-driven, fast, and scalable QA process to meet and exceed its customer retention KPIs while delivering a great CSAT. Read More
About Customer	The company is a talent management and training software company that helps organizations recruit, train, and manage their people. They handle a variety of requests, including product bug-related queries and account services. The majority of calls are inbound, but they also handle outbound calls for support case triage and follow-up. The company works with hundreds of the world’s largest companies—from Walgreens and Starwood Hotels & Resorts to Deutsche Post DHL and Western. Founded in 1999 and headquartered in California, the company is committed to delivering a great customer satisfaction score (CSAT) while meeting and exceeding its customer retention KPIs. Read More
Solution	The company turned to Observe.AI to streamline their process and use AI to better identify opportunities for improved performance. With Observe.AI, 100% of their voice interactions were automatically analyzed and recorded. They also customized its dashboard to help the team understand how their actions were impacting major KPIs, including dead air, process adherence, and more. The company also leveraged the AI-driven ‘Moments’ feature in Observe.AI to pinpoint key areas of interest in conversation that should be analyzed on a deeper level, such as moments of strong negative or positive customer sentiment. This enabled the company to know who needed coaching and which top performers should be celebrated. Through its tonality-based sentiment detection, Observe.AI’s platform identifies patterns like speech volume, word use, speech rate, and more that can be indicative of a good or bad Customer Experience (CX). Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Natural Language Processing (NLP)

Cybersecurity & Privacy - Identity & Authentication Management

Applicable Industries

Education

Transportation

Applicable Functions

Human Resources

Quality Assurance

Use Cases

Inventory Management

Speech Recognition

Services

Testing & Certification

Training

Challenge

The company, a leading provider of talent management and training software, was faced with a significant challenge at the beginning of 2020. Following a major acquisition, the company needed to double its support team from 80 to 160 agents. This required preparing to train new agents on their process and service offering. However, before onboarding these agents, they needed to ensure their quality process was effective in identifying which agents required the most assistance quickly and at scale. The company's previous manual process was consistently seeing coaching drop on their list of support priorities due to support backlogs. This resulted in agents not knowing where they needed to improve or how support leads were making decisions. The company needed to create a more data-driven, fast, and scalable QA process to meet and exceed its customer retention KPIs while delivering a great CSAT.

About Customer

The company is a talent management and training software company that helps organizations recruit, train, and manage their people. They handle a variety of requests, including product bug-related queries and account services. The majority of calls are inbound, but they also handle outbound calls for support case triage and follow-up. The company works with hundreds of the world’s largest companies—from Walgreens and Starwood Hotels & Resorts to Deutsche Post DHL and Western. Founded in 1999 and headquartered in California, the company is committed to delivering a great customer satisfaction score (CSAT) while meeting and exceeding its customer retention KPIs.

Solution

The company turned to Observe.AI to streamline their process and use AI to better identify opportunities for improved performance. With Observe.AI, 100% of their voice interactions were automatically analyzed and recorded. They also customized its dashboard to help the team understand how their actions were impacting major KPIs, including dead air, process adherence, and more. The company also leveraged the AI-driven ‘Moments’ feature in Observe.AI to pinpoint key areas of interest in conversation that should be analyzed on a deeper level, such as moments of strong negative or positive customer sentiment. This enabled the company to know who needed coaching and which top performers should be celebrated. Through its tonality-based sentiment detection, Observe.AI’s platform identifies patterns like speech volume, word use, speech rate, and more that can be indicative of a good or bad Customer Experience (CX).

Impact #1	The implementation of Observe.AI transformed the company's QA process. With 100% call visibility, the company drove a more efficient Quality Assurance (QA) process that enabled them to identify excellent agent performance and recognize agents who drove customer retention. The company was able to maintain its operations and QA process even as it transitioned to remote work due to the COVID-19 pandemic. The AI-driven 'Moments' feature allowed the company to identify key areas of interest in conversations and analyze them on a deeper level. This led to a more targeted approach to coaching and recognition of top performers. The company now leads with efficiency, accuracy, and visibility to drive brand loyalty and customer retention.

Impact #1

The implementation of Observe.AI transformed the company's QA process. With 100% call visibility, the company drove a more efficient Quality Assurance (QA) process that enabled them to identify excellent agent performance and recognize agents who drove customer retention. The company was able to maintain its operations and QA process even as it transitioned to remote work due to the COVID-19 pandemic. The AI-driven 'Moments' feature allowed the company to identify key areas of interest in conversations and analyze them on a deeper level. This led to a more targeted approach to coaching and recognition of top performers. The company now leads with efficiency, accuracy, and visibility to drive brand loyalty and customer retention.

Benefit #1	100% call coverage
Benefit #2	83% average transcription accuracy
Benefit #3	Created and validated 15 finely tuned customized moments

Benefit #1

100% call coverage

Benefit #2

83% average transcription accuracy

Benefit #3

Created and validated 15 finely tuned customized moments

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Overview

AI-Driven Quality Management Revolutionizes Talent Management Company

Operational Impact

Quantitative Benefit