Case Study: DraftKings achieves scalable, AI-powered coaching with MaestroQA

DraftKings boosts CSAT 30% with MaestroQA

DraftKings, a major digital sports entertainment and gaming company, faced a challenge with its customer service coaching. Their previous method was manual and generic, with managers spending excessive time digging through support tickets to find coaching examples. This limited visibility meant coaching was not translating into meaningful improvements for the business or the customer experience. To address this, they implemented MaestroQA's AI-powered coaching platform.

The solution from MaestroQA used LLM-powered tools to automatically analyze 100% of customer conversations and surface specific, actionable coaching opportunities. This transformed coaching from a generic exercise into a scalable, data-driven process. The results were significant, including a 30% increase in CSAT, a 120% decrease in agent ramp time, and a 300% increase in monthly coaching sessions. MaestroQA provided DraftKings with enterprise-scale insight, enabling faster decisions and extending the impact of coaching across their entire business.

DraftKings