Case Study: ServiceFirst achieves $3.7 million more loan volume with Observe.AI

ServiceFirst Increases Loan Volume by $3.7 Million Through More Efficient Customer Interactions

ServiceFirst, a global contact center solutions provider, struggled with a highly inefficient manual QA process. It took supervisors longer to evaluate a call than the call itself lasted, severely limiting performance insights and hampering customer experience and revenue goals. To address this, ServiceFirst turned to the Observe.AI Conversation Intelligence Platform and its Auto QA feature to automate and scale their operations.

By implementing Observe.AI, ServiceFirst fully automated agent evaluations, leading to an 1,800% increase in assessments and a 44% improvement in compliance monitoring. The solution helped identify and correct agent inefficiencies, which resulted in a 77% ROI, over $10,000 in annual savings, and a projected $3.7 million increase in loan volume for its clients by the end of 2024.

ServiceFirst

Jon Reynel Lumongsod

Global Head of Speech Analytics