Case Study: a financial services provider improves first-call resolution with Level AI

Financial Services Provider - Customer Case Study

The online restaurant reservation platform faced significant challenges with 30% of inbound calls being repetitive, which hindered first-call resolution and customer satisfaction. Their outdated, on-premise vendor provided poor transcription accuracy and fragmented reporting, making it difficult to gain insights into agent performance and customer behavior. To address these issues, the customer sought a modern solution from vendor Level AI.

By implementing Level AI's analytics platform, the customer gained deep insights into customer intent, call causes, and Voice of the Customer (VOC) data. This enabled them to identify reasons for short calls and transfers, allowing for targeted agent coaching. The solution from Level AI directly improved first-call resolution, resulting in significant cost savings and an enhanced customer experience.