Real-World Case Studies and Customer Success Stories with USAN

USAN’s AI Contact Analytics helped a leading U. S. fintech firm in healthcare rewards uncover agent skill gaps and improve...training. The platform analyzed thousands of customer interactions using Gen AI, surfacing new customer intents and driving actionable insights. The company moved from manual coaching to coaching on all interactions, accelerating their Amazon Connect deployment. Key results included improved agent performance, enhanced self-service, and reduced costs. The solution provided dashboards, automatic intent detection, and agent coaching recommendations.
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USAN's AI Contact Analytics helped a leading FinTech provider in healthcare find gaps in agent skills. The company used these... insights to create targeted training for agents. They also sped up their Amazon Connect deployment. This improved agent performance and efficiency. The case highlights the value of AI analytics in contact centers.
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USAN's AI Contact Analytics helped a leading vehicle financing provider quickly identify and resolve a debit card processing issue, preventing a surge in customer calls. The platform, built... on Amazon Bedrock, tracks customer and agent sentiment, customer intents, and resolution outcomes. Leaders used these insights to improve customer experience and agent training. Real-time analytics enabled the company to address problems at their source, reducing costs and enhancing service quality.
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USAN implemented GenAI agent assist solutions for a leading vehicle financing company. The company used Form Fill AI and Post-Call... Summaries to automate data entry and conversation summaries in their contact center. This led to 98% accuracy in fields filled and call summaries generated in seconds. Agents spent less time typing and more time focusing on customers. The solution reduced human error and improved both agent and manager experience.
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USAN's AI Contact Analytics helped a top vehicle financing provider find and fix customer issues at their source. The company migrated... its contact center to Amazon Connect with USAN in 2024. They used AI analytics to uncover hidden problems affecting customer experience. This led to better customer service and improved satisfaction. The partnership with USAN began in 2008 and continues to deliver value.
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USAN helped a leading vehicle financing provider upgrade their contact center. The company migrated to Amazon Connect in 2024. USAN... deployed Form Fill AI and Post-Call Summaries to speed up agent tasks. This improved accuracy and made work easier for agents and managers. The solution reduced operational costs and boosted agent experience.
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USAN migrated Dominion Energy to Amazon Connect, improving call routing and expanding self-service. Dominion Energy used USAN’s AI Contact Analytics... with generative AI to analyze all customer interactions. This replaced manual call scoring and gave real-time coaching insights for agents. The solution helped identify customer pain points and improved agent performance. Dominion Energy now benchmarks customer experience and finds new trends using AI.
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USAN’s AI Contact Analytics helped a top utility company serving over 7 million customers in the USA and Canada. The platform identified... a 30% increase in billing-related calls, allowing the company to coach agents and proactively address customer concerns. Leaders used the dashboard to spot trends and reduce customer frustration. GenAI-powered coaching improved agent performance and customer satisfaction. The solution turned contact center data into clear, actionable steps.
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Dominion Energy uses USAN’s AI Contact Analytics to improve customer satisfaction. The solution leverages generative AI to analyze customer interactions.... This helps Dominion Energy optimize agent performance. The company aims to deliver better service and support. The focus is on using AI to enhance both customer and agent experiences.
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USAN’s AI Contact Analytics helped a top utility company serving over 7 million customers in the northern USA and Canada. The company used... AI to analyze customer interactions in their contact center. This gave them new insights into customer issues and trends. As a result, they improved operational efficiency, customer satisfaction, and agent experience.
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