Case Study: Signify Health boosts agent proficiency and conversions with Observe.AI

Signify Health agent proficiency soars 12 percent with Observe.AI

Signify Health, a health services provider, needed a better way to onboard new contact center hires, support agents during calls, and replace inconsistent manual coaching. The company turned to Observe.AI and implemented Real-time Agent Assist and Auto QA to help agents handle calls with more clarity and confidence.

With Observe.AI, Signify Health improved speed to proficiency from 70% to 82%, cut onboarding time, and expanded call auditing from about 70,000 to 65 million calls annually. The company also increased its conversion rate from 30% to 34% and gained better coaching insights, helping agents perform more consistently across interactions.

Signify Health

Amanda Massaro

Senior Leader, Quality and Training