Observe.AI
Case Studies
Multinational Education & Publishing Corporation Improves Customer Service with AI
Overview
Multinational Education & Publishing Corporation Improves Customer Service with AIObserve.AI |
Analytics & Modeling - Predictive Analytics Analytics & Modeling - Real Time Analytics | |
Education | |
Data Science Services | |
Operational Impact
The company gained visibility into 100% of its customer interactions, allowing it to monitor and improve agent performance. | |
The company was able to track key points of interest on calls that offer signals on agent performance as it relates to customer satisfaction, process adherence, call drivers, compliance, and more. | |
The company was able to analyze customer and agent interactions on a deeper level by automatically detecting negative or neutral interactions on calls. | |
Quantitative Benefit
17.29% improvement on Average Handle Time (AHT) with an integrated approach to Quality Management | |
7.29% reduction in Hold Time Violation | |
12.96% improvement on Dead Air | |