Case Study: Global Home Improvement Retailer improves AHT and agent satisfaction with AmplifAI Solutions Inc

Retail leader improved AHT and Agent Satisfaction over three months

Global Home Improvement Retailer worked with AmplifAI Solutions Inc to help frontline associates become more knowledgeable about products and improve how supervisors coached agents. The retailer wanted a better way to measure the impact of coaching sessions and identify behaviors that drove stronger agent performance, especially as feedback preparation was taking too long and customer expectations for expertise were high.

AmplifAI Solutions Inc implemented its AI-driven people enablement platform to give associates visibility into their own behaviors and performance, helping supervisors coach more effectively. Over three months, the retailer achieved a 4% decrease in Average Handle Time and a 6% increase in Agent Satisfaction, and a pilot that started with 80 users expanded to 10,000 users within 24 months.