Case Study: Figo Pet Insurance saves $700K a year with Observe.AI Auto QA

Figo Saves $700k a Year, Gains Critical Visibility into the Business

Figo Pet Insurance, a fast-growing pet insurance provider, needed a faster and more reliable way to evaluate customer interactions and make business decisions. As call volume increased, the team lacked enough visibility into every conversation and wanted better data without having to hire and manage a larger QA team. Figo turned to Observe.AI and its Auto QA solution to automate quality assurance at scale.

With Observe.AI’s Auto QA, Figo now evaluates 100% of customer calls, uncovering trends in cancellations, identifying coaching opportunities, and ensuring agents are scored fairly based on real data rather than limited samples. The company reported saving $700K a year and achieving more than 1000% ROI, while also speeding up decision-making and improving coaching, operations, and overall business visibility.

Figo Pet Insurance

Ken Fausel

Director of Customer Experience