Case Study: Verida reduces training time and improves service quality with Observe.AI

Verida reduces training time and improves service quality across 4 million annual calls

Verida, a health services provider coordinating millions of non-emergency medical trips each year, needed to manage high call volumes while maintaining consistent service quality and HIPAA compliance. To address this, it partnered with Observe.AI and used Real-Time Agent Assist and Post-Interaction AI to support agents, monitor interactions, and improve oversight across its contact center operations.

With Observe.AI, Verida reduced average handle time, sped up agent onboarding and training, and improved coaching with real-time guidance and conversation insights. The platform also automatically redacts HIPAA-related information to support compliance, and Verida plans to expand into VoiceAI agents to automate routine calls such as appointment confirmations and cancellations, further improving efficiency and service at scale.

Verida

Jim Degliumberto

Chief Operating Officer