Observe.AI
Case Studies
Top Finserv Co. Optimizes Compliance and Agent Performance with QA Automation
Overview
Top Finserv Co. Optimizes Compliance and Agent Performance with QA AutomationObserve.AI |
Analytics & Modeling - Machine Learning Cybersecurity & Privacy - Security Compliance | |
Automotive Equipment & Machinery | |
Procurement Quality Assurance | |
Leasing Finance Automation Personnel Tracking & Monitoring | |
Operational Impact
The implementation of Observe.AI’s Auto QA has resulted in significant operational improvements for the company. The automation of the QA process has freed up time for the company’s QA and supervisor teams to focus on measuring and improving agent performance on targeted use cases important to their business goals. The company now has visibility into performance across their entire workforce and can identify top-performing agents. The company has also gained 100% confidence in compliance, with visibility into 100% of calls and the ability to customize and calibrate the machine to become more accurate over time. Looking ahead, the company plans to automate the evaluation for even more compliance-related moments with Auto QA and is leveraging Auto QA to build a “kudos” incentive program that highlights top-performing agents and reinforces positive behaviors. | |
Quantitative Benefit
83% increase in QA volume | |
5x QA evaluation workflow speed | |
30% greater speech analytics accuracy within 30 days via Calibration process | |