Case Study: Extra Space Storage boosts conversion rates and QA efficiency with Level AI

Extra Space Storage boosts QA efficiency 13% with Level AI

Extra Space Storage, a major self-storage real estate company, faced significant challenges in its growing contact center. Their legacy quality assurance system was limited to syntax coding, which could not understand customer intent and required QA managers to spend hours manually searching for data. This made it difficult to gain trustworthy insights for agent coaching, leading to inefficient operations and a lack of actionable data for frontline leaders.

By implementing Level AI's conversational intelligence and quality management platform, the company moved to an AI-driven solution that understands customer intent. Level AI provided tools for structured coaching, real-time feedback, and agile data analysis. The results included a 13% gain in QA manager efficiency, a 75% reduction in coaching preparation time, and a contributed increase in sales conversion rates. Level AI enabled the QA team to manage a much higher agent-to-analyst ratio and helped drive significant business growth.

Extra Space Storage