Case Study: a e-commerce company improves customer support efficiency with Level AI

Elevating Customer Support Efficiency in E-commerce with Level AI

An e-commerce company specializing in performance apparel faced significant challenges in its contact center, including high call volumes, agent turnover, and a fractured view of customer data. This made it difficult to analyze interactions and coach agents effectively. They partnered with Level AI to automate QA processes and gain valuable insights from customer interactions to improve agent performance and customer satisfaction.

By implementing Level AI's platform, which included Agent Assist and out-of-the-box dashboards, the company automated manual tasks, provided real-time assistance to agents, and gained deep insights into customer sentiment. Level AI helped them achieve a 15% reduction in high call volumes, a 27% reduction in customer churn, and a 39% increase in valuable insights, leading to improved customer experiences.