Case Study: a large health and wellness company reduces call handling time with Level AI

Large Health and Wellness Company - Customer Case Study

A large health and wellness company was challenged to significantly reduce its operational costs without sacrificing the quality of its customer support. Their director of operations was given a mandate by the CEO to hit these cost reduction targets, a particularly difficult task as they headed into their busiest call month of the year in November. To meet this challenge, the company turned to Level AI and its innovative contact center automation software.

By integrating Level AI's software with their existing Five9 telephony system, the company implemented solutions like auto-summarization of calls and agent assist. Level AI's technology was projected to shave 2 to 3 minutes off each call, representing a 20-25% reduction in call time. This efficiency gain directly contributed to substantial cost savings, allowing the company to meet its primary goal. Furthermore, the reporting and coaching tools provided by Level AI put the company on a clear path to achieve its secondary target of improving support quality within twelve months.