Case Study: KOHO achieves 100% automated QA and improved CSAT with TheLoops

Transforming Customer Support Quality Assurance

KOHO, a financial technology company, faced significant challenges in its customer support quality assurance. Their traditional methods allowed them to manually review only 1% of support interactions, leaving gaps in service quality, causing customer frustration, and preventing effective agent coaching. This lack of visibility created inefficiencies and a disconnect with their product team. To address this, they partnered with the vendor TheLoops to implement its AI platform.

TheLoops provided an automated quality assurance solution that analyzed 100% of KOHO's customer interactions. The platform utilized real-time sentiment analysis and topic modeling to auto-tag tickets, identify inefficiencies like duplicate tickets, and predict customer satisfaction (CSAT). This implementation resulted in a CSAT score increase from 4.1 to 4.6 and uncovered $400,000 in cost savings by dramatically improving agent efficiency and enabling data-driven collaboration with other departments.

KOHO

Monika Aufdermauer

VP of User Success