Case Study: Gordon Food Service achieves greater efficiency and customer satisfaction with Calabrio

How Gordon Food Service Transformed 80% Manual Bot Analysis into 20% with AI-Powered Insights

Gordon Food Service partnered with Calabrio to improve its chatbot and bot-analysis operations. The team had been spending most of its time manually reviewing transcripts to find trends and patterns, which made it hard to scale support for multiple chatbots efficiently.

With Calabrio Bot Analytics, Gordon Food Service reduced manual analysis time from 80% to 20% and shifted more effort toward optimizing the bot program. In six months, Calabrio helped the company cut handle time by 80%, raise the Bot Automation Score from 58% to 63%, improve the Bot Experience Score from 80 to 84, and increase containment rate from 81% to 87%, enabling a team of three to manage ten bots without adding headcount.