Real-World Case Studies and Customer Success Stories with Observe.AI

Observe. AI helped Verida manage 3 million annual calls for Medicaid and Medicare trips. The platform reduced average handle time...and improved agent onboarding with real-time guidance. Verida used AI to ensure HIPAA compliance and automate routine calls. Managers gained insights to update scripts and policies. Verida plans to expand automation for better service and efficiency.
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Observe. AI's VoiceAI Agent, Erica, helped Simple Online Healthcare cut call abandonment from 30% to zero. The AI agent now...resolves 55% of patient calls end-to-end, reducing average call handling time from four to two minutes. Staff can now focus on complex cases, while routine questions are handled quickly. The solution also ensures compliance with UK data regulations. This led to fewer backlogs and better patient support during peak periods.
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Observe. AI helped MaxorPlus improve agent coaching with screen recording and performance tools. Supervisors gained full visibility into calls, leading...to better training and compliance. MaxorPlus saw a 7% reduction in average handle time and a 2% increase in customer satisfaction. Over 100 member advocates earned promotions after enhanced coaching. Quality assurance scores also rose by 2%.
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Observe. AI’s VoiceAI Agent helped Clearwater Benefits automate caller verification and streamline intake. Average handle time dropped from about 8...minutes to 5.5 minutes. The AI agent now verifies callers at the start of every call, returning 35% capacity to human agents. Callback requests and abandoned calls went down. Agents now spend more time on complex member needs, not routine intake. Clearwater can now handle more calls without hiring more staff.
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Observe. AI VoiceAI Agents helped Affordable Care automate high-volume calls for over 400 dental practices. The company replaced its old...IVR system with flexible AI agents, improving response speed and customer satisfaction. Within days, 95% of callers for directions did not need a live agent, saving about 8 hours per day. Human agents now focus on complex tasks and building patient trust. Affordable Care plans to expand AI use for outbound outreach and patient follow-ups.
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Observe. AI helped Personify Health increase QA coverage from 2% to 100%. This let them analyze every member call for...patterns like hold time and dead air. They found new reasons for calls and linked them to metrics like AHT and CSAT. These insights improved coaching and operations. Personify Health now uses data to make better decisions and support agents.
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Observe. AI Summarization AI helped Accolade cut after-call work by over 50%. Accolade used to have Care Advocates spend a...lot of time writing notes after calls. With Observe.AI, they automated notetaking and made notes more consistent. This saved time and let Care Advocates focus on helping members. Accolade improved service quality, increased productivity, and reduced costs.
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Observe. AI helped Affordable Care improve patient interactions in their dental support centers. The company used Conversation Intelligence, Auto QA,...and Coaching to analyze calls and automate quality assurance. Appointment scheduling rates increased by 11.7%, and patient attendance rose by 17%. These improvements generated $8 million in extra revenue. Post-call satisfaction scores also went up by 8%.
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Observe. AI helped Signify Health improve agent onboarding and coaching with Real-time Agent Assist and Auto QA. Onboarding time dropped,...and new hire proficiency rose from 70% to 82%. The company now audits 65 million calls a year, up from 70,000. Conversion rates increased from 30% to 34%. Agents feel more confident and supported during calls.
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Observe. AI helped Verida reduce training time and improve service quality for 4 million annual calls. Verida used Real-Time Agent...Assist and Post-Interaction AI to speed up agent onboarding and ensure compliance. The platform gave managers better visibility into calls and agent performance. Verida saw faster call resolution and reduced average handle time. Insights from Observe.AI led to updates in scripts and policies. The solution also helped Verida meet HIPAA requirements by redacting sensitive data automatically.
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SoFi used Observe. AI to automate its QA process. Before, only 2% of interactions were reviewed. Now, 100% of interactions...are checked. This helped SoFi find coaching insights and work more efficiently. The team can now spot risks and act on feedback faster.
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Observe. AI helped a leading debt relief company cut overhead costs by 62%. The company improved compliance monitoring by 97%,...reducing litigation and compliance breaches. Teams doubled their quality evaluations, reaching 14,000 per month. Automated workflows let staff work faster and more accurately. Full call visibility boosted efficiency and client trust.
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DailyPay used Observe. AI to automate quality assurance in its contact centers. The platform helped DailyPay improve service quality scores...by 8.5% and boost customer satisfaction by 22.3%. DailyPay saved over $2 million by streamlining QA and resource allocation. New agents received faster feedback, reaching proficiency more quickly. The company also improved first contact resolution by up to 5% for some teams.
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Observe. AI helped DailyPay improve customer support quality. DailyPay used Auto QA and Conversation Intelligence to automate quality checks and...give faster feedback to agents. The company saw a 22.3% increase in customer satisfaction scores and an 8.5% rise in service quality scores. DailyPay saved over $2 million by streamlining QA and operations. New agents improved faster with daily coaching and real-time feedback.
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Observe. AI Auto QA helped Top Finserv Company automate quality assurance for all agent calls. Before, they could only review...10% of interactions each month using manual spreadsheets. With Observe.AI, they increased QA volume by 83% and sped up QA workflows by 5x. Speech analytics accuracy improved by 30% in 30 days. The company now ensures compliance and better agent performance, using insights to coach teams and boost revenue.
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Observe. AI Post-interaction AI helped Stellantis Financial Services analyze 100% of customer calls. The company improved collection rates by 9.7...percentage points. Promise-to-pay rates increased by over 5 points. SFS recovered $6.2 million in payments. The Auto QA tool let them coach agents better and reduce silence on calls. Teams now spend more time on improvements, not just finding issues.
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Observe. AI helped SoFi automate its QA process for contact centers. Before, SoFi could only review 2% of customer interactions....Now, they review 100% of interactions. This lets them spot risks faster and coach agents better. SoFi uses insights from calls to improve products and agent performance. Automation saves time and connects QA, coaching, and product feedback in one system.
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Observe. AI Real-Time AI helped a leading financial services company improve contact center performance. The company used live conversation intelligence...to coach agents during calls. They saw a 23% reduction in average handle time. Hold time violations dropped by 60%. Agents handled 24% more calls. Real-Time AI gave agents prompts and alerts, improving compliance and customer satisfaction.
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Observe. AI helped a leading debt relief company cut overhead costs by 62%. The company used Observe.AI to monitor 100%...of calls, improving compliance monitoring by 97%. Teams doubled their output, completing 14,000 quality evaluations per month instead of 7,000. The solution reduced compliance risk and freed up budget for strategic roles. The company improved efficiency and client care with automated workflows.
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Trupanion used Observe. AI’s Post-Interaction AI to improve quality assurance in its remote contact center. Before, managers could only review...a few calls per agent each month. With Observe.AI, they automated QA, expanded coverage, and gained deeper insights. This helped them coach agents better and spot trends in customer interactions. As a result, Trupanion increased customer retention, raising the save rate on cancellation calls from 20% to 25%.
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Observe. AI helped American National Insurance review over one million calls. The company moved from manual QA to automated, real-time...insights. This shift enabled targeted coaching and improved operational efficiency. Supervisors now spend less time on reviews and more on agent support. The team delivers more accurate, empathetic customer service. Real-time agent assistance was piloted for reinstatement calls.
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Observe. AI helped Assurance IQ improve customer experience and increase transparency. Assurance IQ used Observe.AI to analyze over 15 million...calls and review more than 50,000 calls. The platform gave 100% visibility into customer conversations. Assurance IQ used Moments in Observe.AI to track agent performance and ensure compliance. The solution made it easier to coach agents and deliver a better sales process.
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Observe. AI Auto QA helped Figo Pet Insurance save $700,000 a year. The company gained 100% visibility into customer interactions....Figo saved 27,000 hours by using automation. Before, they only reviewed a small percent of calls. Now, they use insights from every call to improve coaching and business decisions. Auto QA lets them act fast and avoid hiring a large QA team.
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Observe. AI helped a leading homeowners insurance technology company improve sales training and compliance. The company used Observe.AI to automate...feedback, coach agents, and redact sensitive data. Managers tracked agent performance and delivered targeted coaching. Within three months, average scores improved by 5%. In eight months, conversions increased by 10%. Agent fails dropped by 30%. The company met compliance needs and scaled its sales team quickly.
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Observe. AI helped Root Insurance improve compliance by 15% using conversation intelligence. The company moved from a manual quality review...process to 100% call coverage. Root Insurance increased monthly interactions from 29,000 to 102,000 and migrated 150 agents to remote work overnight. The adoption of mandatory call disclosures rose by 15% in the first month. The solution enabled tailored coaching and better compliance monitoring for the growing team.
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Observe. AI Auto QA helped Cox Automotive standardize quality assurance across 13 brands and 2,000 support agents. Before, each contact...center had its own QA process. Now, Auto QA evaluates up to 100% of interactions, replacing random sampling and reducing bias. Cox Automotive now completes over 90,000 evaluations per month, up from just four per agent. QA scores rose by 2–3% after implementation. The company uses insights from Auto QA to coach agents and improve customer experience.
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Observe. AI Auto QA helped Cox Automotive standardize quality assurance across 13 brands. The company unified its contact center operations...and improved agent performance. Auto QA enabled evaluation of 100% of customer interactions, up to 90,000 evaluations per month. QA scores improved by 3%. The platform provided consistent, bias-free insights and streamlined processes for 2,000 support agents.
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Observe. AI helped a fast-growth mobile mechanic startup analyze 100% of its customer calls. The company used the platform to...improve agent coaching and performance management. This led to a 32% increase in agent empathy scores, a 4x increase in bookings, and a 6x increase in conversation courtesy scores in just 3 months. The startup now has better business insights and delivers a stronger customer experience.
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Observe. AI helped a Fortune 300 car dealership group improve its call quality assurance process. The company faced slow, manual...QA and a reduced team after moving to remote work. With Observe.AI’s conversation intelligence platform, they automated call selection and scoring, making evaluations faster and more accurate. Analysts increased evaluations completed within 30 days by 7.6%. They monitored 100% of voice calls. Time to evaluate calls dropped by 75%, from one hour to just 15 minutes.
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Pearson used Observe. AI to improve customer sentiment and agent performance. The platform helped Pearson capture 100% of customer interactions...and reduce average handle time. With data-driven insights, Pearson identified upsell opportunities and created targeted training for agents. Revenue in the clinical assessments division grew from a projected $2.2 million to $2.7 million. Negative customer sentiment dropped from 45% to 21–25%, and net promoter score rose to 85.
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Boundless Learning used Observe. AI's VoiceAI Agent, Lisa, to reach more prospective learners. The AI agent handled high-volume outreach, freeing...advisors to focus on complex student needs. Lisa ensured every call met compliance rules and improved data quality by capturing clear learner intent. Advisors spent more time on meaningful conversations. Boundless Learning expanded engagement without hiring more staff.
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Observe. AI helped a Fortune 500 education company improve contact center performance. The company used conversation intelligence to analyze all...agent-customer calls and find reasons for low NPS scores. With Observe.AI, they tracked agent behaviors, used sentiment analysis, and unified their global QA process. Results included a 49% reduction in agent fails, a 200% improvement in QA output, and a 17% improvement in average handle time.
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Pearson used Observe. AI to improve customer service and sales. The company captured 100% of customer interactions and reduced negative...customer sentiment by 50%. Net promoter score rose by 25 points. Revenue in the clinical assessments division increased by $0.5 million over projections, reaching $2.7 million. Targeted training and analytics helped agents find more upsell opportunities and improve performance.
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Observe. AI helped Signify Health cut onboarding time and boost agent confidence. Real-time Agent Assist raised new hire proficiency from...70% to 82% in one year. Conversion rates for in-home visits increased from 30% to 34%. Auto QA scaled call reviews from 70,000 to 65 million annually. Agents now get live prompts, better coaching, and more time for complex calls.
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Affordable Care used Observe. AI to improve patient service in its dental support operations. The company automated quality assurance and...coaching, leading to an 11.7% increase in appointment scheduling rates. Patient attendance rose by 17%, and the company generated $8 million in extra revenue over six months. Post-interaction survey scores climbed to 94.2%, and willingness to recommend improved by 5.4%. AI-driven insights also helped expand insurance options and boost agent performance.
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Accolade used Observe. AI's Summarization AI to automate notetaking for its Care Advocates. This reduced after-call work by over 50%....The solution improved service quality and productivity. Care Advocates now focus more on member engagement and empathy. Accolade also saw cost savings and better regulatory compliance. Accurate call summaries are now integrated into their CRM system.
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Observe. AI helped ContactPoint 360 automate quality assurance in its contact centers. The BPO moved from manual QA to a...data-driven, automated model. Using Observe.AI, they achieved a 40% increase in compliance in one quarter. QA evaluation time dropped from 30 minutes to under 7 minutes, a 77% efficiency gain. Supervisors now save 68 hours per month, focusing more on coaching and strategy.
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Observe. AI helped Canadian BPO automate quality assurance in its contact centers. The BPO used Observe.AI's Auto QA to evaluate...100% of customer interactions, replacing manual processes. This led to a 77% gain in efficiency and saved 68 hours per month for supervisors. Compliance improved by 40% after implementation. The team now spends more time on coaching and business strategy.
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Observe. AI helped itel improve compliance monitoring by 40%. itel gained full visibility into customer interactions, reducing risk and improving...client retention. The platform enabled better performance management, letting CX coaches track and coach agents. This led to a 5% increase in CSAT. itel also reduced agent churn by increasing transparency and supporting up-skilling programs.
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Observe. AI helped Leading BPO improve agent onboarding and efficiency. The company used Observe.AI to monitor 100% of customer calls...and provide targeted coaching. QA efficiency increased by 87%. Overhead costs dropped by 47%. Agent onboarding time decreased by 20%. The platform also improved compliance monitoring and agent training.
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Observe. AI helped one of the nation’s largest industrial staffing firms find a $34M revenue loss by analyzing 4 million...yearly voice calls. The company used conversation intelligence and AI-powered coaching to improve call quality and agent training. They increased QA efficiency by 86% and now review 10x more calls per agent. The insights led to better coaching, more feedback, and a stronger workforce placement process.
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Observe. AI helped ServiceFirst automate and improve its quality assurance process. ServiceFirst used Observe.AI's conversation intelligence platform and Auto QA...to speed up agent evaluations and scale operations. The company saw a 1,800% increase in assessments and a 77% ROI. Compliance monitoring improved by 44%. ServiceFirst also reduced voicemail camping by 43% and cut call hang-ups by up to 39%. The platform enabled ServiceFirst to save over $10,000 annually and increase loan volume by $3.7 million.
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