Case Study: Personify Health improves QA coverage and member experience with Observe.AI

Personify Health boosts QA coverage to 100% with Observe.AI

Personify Health faced a challenge where its contact center could only audit approximately 2% of calls. This limited visibility into agent performance, call drivers, and trends prevented them from gaining insights into member intent and areas for coaching or operational improvement. To address this, they partnered with Observe.AI.

By implementing Observe.AI's solution, Personify Health now analyzes 100% of calls. This has allowed them to uncover deeper insights into call patterns and drivers, moving beyond basic quality assurance. The data from Observe.AI has been instrumental in informing coaching, operational planning, and even product decisions, leading to improved agent support and member experiences.

Personify Health