Case Study: Multinational Education & Publishing Corporation achieves 17.29% AHT improvement and 100% interaction visibility with Observe.AI

Multinational Education & Publishing Corporation - Customer Case Study

Multinational Education & Publishing Corporation, a global provider of online courses, eTexts, textbooks and learning platforms with eight contact center teams across four countries, was reviewing less than 1% of customer interactions and struggling to reduce average handle time and improve agent performance. To address this, the company implemented the Observe.AI platform, using AI-powered Moments, built-in evaluation forms and agent performance/coaching tools to gain visibility and a data-driven way to coach agents.

Observe.AI gave the company visibility into 100% of interactions with sentiment analysis and automated interaction monitoring, streamlined evaluations and enabled targeted coaching. The results included a 17.29% improvement in AHT, a 7.29% reduction in Hold Time Violation, a 12.96% improvement in Dead Air, and a more than 200% increase in monthly agent evaluations to nearly 1,000, driving measurable improvements in agent performance and customer experience.