Case Study: Grupo Multi achieves 100% call monitoring and better CX with SuccessKPI

Grupo Multi Delivers Personalized Experience at Scale

Grupo Multi, a diversified consumer goods company in Brazil, faced a significant challenge in monitoring the quality of its customer conversations at scale. They needed to deeply understand individual consumer interactions in order to detect issues quickly and improve their post-sale customer experience. To address this, they turned to SuccessKPI for its quality monitoring solution.

SuccessKPI implemented a solution leveraging speech, text, and sentiment analysis, which was enhanced by Generative AI technology built on AWS. This enabled Grupo Multi to move from monitoring just 1% of calls to scoring 100% of them. The results were significant, including a 90% drop in disconnects, a 31% increase in the percentage of calls answered, and an 80% boost in post-training assessment scores, all contributing to a much-improved customer experience.

Grupo Multi

Gerlane Pedroso

General Planning Manager