Observe.AI
Case Studies
Fortune 300 Car Dealership Enhances QA Efficiency with Observe.AI
Overview
Fortune 300 Car Dealership Enhances QA Efficiency with Observe.AIObserve.AI |
Platform as a Service (PaaS) - Application Development Platforms Sensors - Autonomous Driving Sensors | |
Automotive Education | |
Quality Assurance | |
Time Sensitive Networking Visual Quality Detection | |
Testing & Certification Training | |
Operational Impact
The implementation of Observe.AI's contact center AI platform significantly improved the company's QA process. The platform allowed the company to evaluate more calls and agents in less time, working smarter rather than harder to hit their quota. The role that automation played in this cannot be understated. The company was able to quickly surface highly accurate transcripts and interactions within calls for deeper review. The 'Moments' feature allowed the company to pinpoint key areas of interest in conversation for deeper analysis. This made the evaluation process more relevant and contextual for agents while helping analysts visualize why they scored the call the way they did. The process became more accurate, data-driven, and transparent, enabling the company to build trust and transparency on its team while also better celebrating top performers to motivate them. | |
Quantitative Benefit
7.6% increase in evaluations completed within 30 days | |
100% of voice calls monitored | |
75% reduction in time to evaluate calls (from one hour to just 15 minutes) | |