Case Study: Upstart improves call accuracy and customer experience with PerformLine

How Upstart uses PerformLine’s Call Monitoring to identify and remediate high-risk calls

Upstart, an AI lending marketplace that partners with banks and credit unions, needed a way to ensure agents accurately communicated the terms of a new deferred payment program launched during the pandemic. To protect consumers and quickly catch any deviations from the approved messaging, Upstart turned to PerformLine’s call monitoring and speech analytics capabilities.

With PerformLine’s AI-driven Call Monitoring, Upstart was able to review calls at scale, flag high-risk interactions, and use speaker separation to distinguish agent from customer statements. PerformLine helped Upstart monitor more than 1 million call minutes, achieve 100% web coverage across 17k web assets, and improve reporting and remediation so operations leaders could provide faster feedback and enhance the customer experience.

Upstart