Case Study: DailyPay Improves CSAT and Saves Over $2M with Observe.AI

DailyPay Improves Customer Satisfaction by 22% and Saves Over $2M with Auto QA and AI Insights

DailyPay, a financial wellness company that gives employees access to earned wages before payday, needed a better way to maintain consistent support quality as its contact center operations grew. With agents spread across in-house and outsourced teams, limited QA coverage and slow feedback loops made it difficult to correct mistakes quickly and scale efficiently.

By implementing Observe.AI’s Conversation Intelligence Platform, Auto QA, Moments, and Summarization AI, DailyPay automated quality evaluations, improved coaching, and gained deeper insight into customer interactions. With Observe.AI, DailyPay improved CSAT by 22.3%, increased service quality scores by 8.5%, improved first contact resolution by 4–5% for some teams, saved agents 40–60 seconds per call, and realized more than $2 million in savings.

DailyPay

Ryan Moore

Vice President – Customer Operations