Case Study: Cox Automotive streamlines QA operations and boosts agent performance with Observe.AI

Cox Automotive Streamlines Contact Center Operations, Boosting Efficiency and Performance

Cox Automotive, the world’s largest automotive services and technology provider, needed to standardize quality assurance across its rapidly expanding contact center organization. As its portfolio grew across 13 brands, QA processes had become fragmented, with each contact center operating differently. Observe.AI’s Auto QA was introduced to help unify those processes and create a more consistent customer experience.

With Observe.AI Auto QA, Cox Automotive standardized its QA evaluation forms and automated evaluation of up to 100% of interactions, expanding from just four sampled calls per agent per month to more than 90,000 evaluations monthly. The result was greater visibility, consistency, and coaching insight, along with a 2–3% improvement in QA scores. Cox Automotive also used Observe.AI to support compliance, identify trends, and improve agent performance at scale.

Cox Automotive

Matthew Fishbein

Director on the Client Operations Team