Case Study: a top financial services company increases QA volume and improves compliance with Observe.AI

Top Finserv Co. Increases QA Volume by 83% to Optimize Compliance and Agent Performance

Top Finserv Co., a top financial services company, needed better QA coverage and stronger compliance oversight as its agent team grew. Using spreadsheets and long evaluation forms, its QA staff could review only a small share of interactions, limiting visibility into agent performance and revenue opportunities. The company turned to Observe.AI and its Post-interaction AI auto QA capability to help scale evaluations and improve coaching.

With Observe.AI, Top Finserv Co. automated QA workflows across 100% of calls, unified QA, analytics, and coaching in one platform, and gained visibility into key compliance and sales behaviors. The company increased QA volume by 83%, sped up QA workflows 5x, and improved speech analytics accuracy by 30% within 30 days through calibration, while also cutting QA evaluation time in half and strengthening compliance monitoring at scale.