Case Study: Central Bank streamlines call handling and boosts efficiency with Observe.AI

Central Bank streamlines call handling and boosts efficiency with Post-Interaction AI

Central Bank, a privately held regional lender serving customers across eight states, was struggling with manual QA processes and limited CRM tools that made it hard to extract insights from customer interactions, improve agent performance, and enhance customer experience. It turned to Observe.AI and its Post-Interaction AI platform to modernize its customer service center operations.

With Observe.AI, Central Bank implemented Auto QA, Screen Recording, Moments, searchable transcripts, and reporting dashboards to automate call analysis and surface call drivers, agent behaviors, and fraud-related trends. The bank evaluated 167,000 calls in one quarter, reduced average handle time by 5%, cut after-call work from 30 seconds to 10 seconds, and realized time savings equivalent to hiring three additional employees.

Central Bank

Mary Beth Gillum

Sr. Vice President of Customer Service Center