Case Study: Root Insurance achieves 100% call coverage and targeted agent coaching with Observe.AI

Root Insurance Takes the Guesswork Out of Its Quality Program with Voice AI

Root Insurance, a technology-driven personal auto insurer, faced rapid expansion—growing its service team from 20 to 120 agents and monthly interactions from 29K to 102K—which exposed weaknesses in quality assurance. Their QA was manual and fragmented (QAs reviewed ~2 calls per associate per month, covering just 0.003% of calls), training was one-size-fits-all, and the team lacked visibility into compliance, AHT, and CSAT. To solve this, Root implemented Observe.AI’s Voice AI platform.

Observe.AI enabled 100% call coverage, proactive compliance monitoring, sentiment analysis, and tailored coaching, shifting Root from random sampling to data-driven QA. Measurable results included increasing call coverage from 0.003% to 100% across 102K monthly interactions, 120% growth of a field training program, and a 15% increase in adoption of mandatory call disclosures in the first month—delivering clearer compliance controls and targeted agent performance improvements via Observe.AI.

Root Insurance

Kyle Kizer

Compliance Manager