Case Study: American National Insurance improves QA and agent coaching with Observe.AI

American National Insurance reviews 1 million+ calls with Observe.AI

American National Insurance faced challenges with its manual quality assurance process, which was limited to reviewing only three calls per agent. This led to inconsistent coaching for their 200+ agents and low visibility into performance. As call volumes rose, their support teams were under pressure to stay lean, and both customers and customer service representatives lacked fast, accurate answers or self-service options.

To address this, they implemented Observe.AI to automate their call quality assurance, reviewing over one million calls. The solution included tailored QA scorecards for more accurate evaluation and piloted real-time agent assistance. This freed up supervisors' time to focus on targeted coaching. By using Observe.AI, American National Insurance reduced workload, improved operational efficiency, and delivered a more empathetic and consistent customer experience.

American National Insurance