Observe.AI
Case Studies
Emtek Supercharges Client Care Teams with IoT Solution
Overview
Emtek Supercharges Client Care Teams with IoT SolutionObserve.AI |
Analytics & Modeling - Natural Language Processing (NLP) Platform as a Service (PaaS) - Application Development Platforms | |
Education | |
Quality Assurance Sales & Marketing | |
Inventory Management Supply Chain Visibility | |
Training | |
Operational Impact
With the implementation of Observe.AI, Emtek significantly improved its operational efficiency and agent performance. The platform reduced the time it takes to evaluate calls by more than 25%, while delivering 4X more feedback to an agent each month. This not only reduced costs but also provided agents with more personalized, timely coaching. The platform's sentiment analysis feature helped agents improve their soft skills, such as their tone, to up-skill the team. Emtek's customer service team is now better equipped to deliver more efficient and rich call audits, boosting the employee experience (EX) and customer experience (CX) for the better. | |
Quantitative Benefit
100% of calls monitored and analyzed | |
4X more feedback per agent per month | |
25% improvement in QA efficiency | |