Case Study: a large charter bus company improves contact center performance with Level AI

How a large charter bus company leveraged AI to drive contact center operational excellence and disrupt the charter vehicle industry

A large charter bus company faced significant challenges with its contact center operations, including a vast performance gap between its highest and lowest converting agents and a manual quality assurance process that covered less than 4% of interactions. Seeking to transform its center from order-taking to proactive sales, the company partnered with Level AI for its contact center AI solution to enhance coaching, automate QA, and provide real-time agent support.

Level AI implemented its Auto-QA solution, QA-GPT, to automatically review 100% of customer interactions with accuracy. The platform also provided real-time AI assistance to agents during calls and automated post-call work. These tools from Level AI helped standardize performance and reduce new agent onboarding time. Furthermore, the vendor's VoC Insights used generative AI to uncover real-time customer trends and root causes, enabling data-driven decisions across the organization.