Case Study: Largest Talent Management & Training Software Company achieves 100% call coverage with Observe.AI

Leading talent management brings AI-Driven quality management to the new world of work

a largest talent management & training software company needed to scale support after an acquisition doubled its agent team from 80 to 160, while its manual QA process was making coaching slow, inconsistent, and hard to prioritize. With pressure to improve retention and CSAT, the company turned to Observe.AI to add more data-driven quality management and better visibility into agent performance.

Using Observe.AI’s AI-powered contact center quality platform with Talkdesk integration, the company automatically analyzed 100% of voice interactions, improved transcription accuracy from 67% to 83%, and created 15 customized Moments to surface coaching opportunities and positive customer interactions. The result was a faster, more transparent QA process, hundreds of untapped coaching opportunities, reduced need for QA analysts, and a scalable way to support remote teams with greater accuracy and efficiency.