Case Study: City Cruises improves CX and agent coaching with Observe.AI

City Cruises improves efficiency by 40%, enabling agents to improve CX faster

City Cruises, part of City Experiences, had to move its contact center from onsite to fully remote almost overnight during the pandemic. Before that shift, the team relied on manual, spreadsheet-based processes, used multiple disconnected tools, and could not monitor all customer conversations, making it difficult to ensure consistent quality, reduce errors, and support agents effectively.

To solve this, City Cruises implemented Observe.AI’s contact center AI platform for call recording, transcription, QA, coaching, and KPI reporting. Observe.AI helped the team evaluate 40% more calls in just two weeks, surface agent pain points faster, improve coaching with 100% call visibility, and strengthen remote engagement through micro coaching and near real-time feedback.

City Cruises

Dan Neufer

Training Manager