We recently had a chat with Casey Headden, Manager Reporting & Analytics, and Lynn Couttie, Project Manager, at a Fortune 500 global medical products company. They shared why their company chose to team up with Observe.AI and how they’re benefiting from the partnership today.
Their company, which boasts a team of 19 supervisors, one QA analyst, and 200 agents handling 1,300 calls per day, was in search of a solution that could provide them with speech analytics insights, a data-driven QM process, and a way to enhance agent performance and coaching, all while ensuring customer data protection.
Their business requirements included:
- Redaction of PCI and credit card information
- Establishing a data-informed QM process
- Incorporating core values (branding, call etiquette, customer experience) better
- Enhancing agent performance and coaching programs
A dealbreaker for them was metadata restrictions: they needed a vendor that could ingest all metadata.
One of their biggest challenges with their former vendor was the transcription accuracy rate of 60-70%, which meant that the data couldn’t be relied upon to inform business decisions with high fidelity.
Their reasons for choosing Observe.AI included:
- Superior transcription accuracy right off the bat
- Selective redaction, a machine learning-powered feature that more precisely secures sensitive information in calls. This allows for better data compliance and faster call review without losing conversation context.
- Full analysis of customer interactions
- Consolidating services from three platforms to one
- Consistent customer support and professional services
“Right out of the box, Observe.AI’s transcription accuracy was better than what we saw during the 18-month relationship we had with our previous vendor. And it’s only continued to improve over time.”
—Casey Headden, Manager, Reporting & Analytics, F500 Global Medical Products Company
The results they’ve seen include:
- Data-driven performance feedback informed by AI-powered keyword monitoring, or ‘Moments’
- The problem of over-redaction or under-redaction is resolved with selective redaction, which lets the company tailor automated redaction to their unique needs.
- A high evaluation output with a 1:150 QA-to-Agent ratio
- A more transparent QA evaluation process
- Tighter feedback loops with agents leading to a 15% increase in NPS score
Working with Observe.AI has proven to be a rewarding move for this Fortune 500 company, providing them with the tools and services they need to improve their operations, boost agent performance, and ultimately enhance the customer experience.