Case Study: Freeman lifts NPS and cuts call volume with Observe.AI

Freeman lifts net promoter score by 11% and cuts call volume by 4% with AI-powered coaching

Freeman, an events and exhibit solutions provider, struggled to keep up with increasingly complex customer interactions as call volumes and handling times grew after the pandemic. Its manual quality assurance process only sampled a small fraction of calls, leaving limited visibility into agent performance and missed coaching opportunities. Freeman turned to Observe.AI and its Post-interaction AI to improve QA and coaching at scale.

With Observe.AI, Freeman automated QA across 100% of customer interactions, giving managers better data for coaching and trend analysis. The result was a 10–11% increase in net promoter score, a 6% rise in QA scores, a 22-second reduction in average handle time, a 10% decrease in not-ready time, and a 4% year-over-year drop in call volume.

Freeman

John Riel

Director of Exhibitor Support