Case Study: SoFi achieves 100% interaction coverage with Observe.AI

SoFi Unlocks Coaching Insights and Efficiency Gains with 100% Interaction Coverage via QA Automation

SoFi partnered with Observe.AI to address the limitations of its manual QA and siloed review processes. With only a small fraction of interactions being reviewed, SoFi struggled to spot risks and respond to member feedback at scale.

Observe.AI implemented QA automation to help SoFi uncover insights and connect workflows across teams. As a result, SoFi achieved 100% interaction coverage for QA, up from 2%, while improving coaching insights and efficiency.

SoFi

Joshua Johnson

Senior Director of Operations Strategy