Case Study: Top 5 Financial Institution achieves $380K savings and reduced AHT with AmplifAI Solutions

How this top 5 US financial services company achieved a $380K savings across 300 agent pilot, while reducing AHT and improving NPS

Top 5 Financial Institution, a top 5 US financial services enterprise, needed a better way to support its large contact center operation. The team was dealing with rising average handle times, heavy manual coaching work for team leaders, and limited follow-through on coaching action plans. It turned to AmplifAI Solutions Inc and its AI-powered performance enablement platform to improve agent performance and streamline coaching.

AmplifAI Solutions Inc implemented a centralized, AI-driven platform that consolidated contact center data, gave agents and leaders transparent access to performance metrics, and recommended the next best coaching actions. In a 7-month pilot across 300 agents, the customer reduced AHT by 14 seconds, improved NPS by 1 point, and generated $380.6K in annualized savings. Team leaders also saved an average of 15 minutes per coaching session, creating capacity for about 52,956 additional annual calls and supporting a broader rollout to 10,000+ agents.