Case Study: a leading e-commerce entity improves QA efficiency and agent satisfaction with Level AI

Leading E-commerce Entity - Customer Case Study

The customer, a leading e-commerce entity, faced significant challenges in its contact center quality assurance (QA) processes. Their operations were plagued by a disjointed data flow with Salesforce, an over-reliance on inefficient manual reviews that consumed 99% of their QA time, and agent discontent. They partnered with Level AI to implement its contact center QA platform to unify their systems and gain data-driven insights.

Level AI provided the solution with seamless integration into the customer's Salesforce environment, which decreased after-call work by 75%. The platform's ability to auto-evaluate 100% of customer interactions eliminated nearly all manual review processes. This led to a major boost in operational efficiency and a significant increase in agent satisfaction due to evidence-based feedback, ultimately improving overall service quality for the e-commerce powerhouse.