Transforming Customer Experience with AI-Powered Insights from Level AI

A leading provider of point-of-sale solutions for the restaurant and retail industries moved on a path of rapid growth. As they acquired new companies and added more customers, their customer service system started to crumble. Different teams were using separate systems, and data was scattered like puzzle pieces across different departments. This made it difficult to assist customers effectively, and the company lacked valuable insights into their customer needs.

Level AI stepped in with its AI-driven conversation intelligence solutions for contact centers, offering a powerful platform to understand and analyze customer conversations. In just six months, with Level AI’s help, the company achieved significant improvements in customer satisfaction, streamlined operations, and increased efficiency. Let’s learn how Level AI delivered measurable results even in complex and rapidly evolving environments.

Challenges:

This company was like a big restaurant that needed a super-organized kitchen to handle all the orders coming in! They needed a way to understand all those customer conversations to know what was going on and how to make things better. They faced three main challenges:

1. Maintaining Quality & Consistency in Customer Service: As they expanded operations and outsourced customer service agents, ensuring quality and consistency became a major concern. How could they guarantee that every agent, regardless of location, delivered a high-quality experience?
2. Reducing the Volume of Customer Service Cases: The company was overwhelmed by the sheer volume of customer service cases. They needed to understand the root causes of these issues and find ways to proactively reduce the number of cases.
3. Gaining Insights into Customer Sentiment: The company struggled to understand how customers felt about their products and services. They needed a way to systematically track customer sentiment and identify any emerging trends or negative experiences.
   

"I always used to say I've got a lot of information and data, but I don't have a lot of insights. I just got a trash can to sift through. I don't have the time to do that. By the time I was done sifting through it, it changed. I got new data to look at." said the VP of CX at this company.

Solution:

The company recognized the need for a transformative solution and turned to Level AI. Level AI offered a comprehensive platform for conversation intelligence, providing the tools to capture, analyze, and leverage customer conversations to gain valuable insights and drive business outcomes. The platform offered several key functionalities:

1. Automated Quality Analysis: The platform automatically analyzed the quality of every customer interaction, comparing it to the company's defined standards and metrics. It generated comprehensive reports, highlighting areas for improvement and providing real-time summaries of interactions, enabling managers to quickly identify potential issues.
2. Comprehensive Analysis of Customer Interactions: Level AI provided a comprehensive analysis of all customer interactions, revealing valuable insights into the types of issues customers faced, the average handle time for each issue, and the overall customer sentiment.
3. Automated Customer Sentiment Analysis: Level AI automated customer sentiment analysis for every interaction. The platform analyzed sentiment across brands, agents, products, issue types, and handle times, providing valuable insights into customer experiences.
   

Impact:

Level AI delivered a positive impact in several key areas, including:

Improved Customer Satisfaction and NPS: The automated quality analysis enabled the company to maintain consistency across all customer service agents. By identifying specific areas where agents struggled, the company could provide targeted training and coaching. This resulted in improved customer satisfaction and a higher Net Promoter Score (NPS).

Reduced Case Volume and Improved Efficiency: This analysis revealed valuable insights into customer pain points. For example, they were able to identify specific product features causing frequent issues, allowing them to prioritize development efforts and improve product quality. Additionally, by understanding the average handling time for specific issues, they could implement targeted training programs for agents, enabling them to resolve issues more efficiently.

Proactive Problem-Solving and Enhanced Customer Understanding: Level AI revealed that many customers were experiencing issues with their systems going offline, registers not connecting to the internet, and problems connecting card readers. This valuable information allowed the company to prioritize fixing these problems, leading to significant improvements in customer satisfaction and a reduction in negative sentiment.

The company's leadership team was particularly impressed with the depth of insights provided by Level AI's platform. "I'm presenting on Level AI, sharing what we're doing, and everyone from investor relations to the other business units, they were eating it up with a spoon; they loved it." the CX leader reported.One striking example of the platform's impact came when analyzing call drivers. The team discovered an unexpected issue with tablet batteries, which they were able to quickly address and resolve.

"Because I poked him, he found out that somebody was stalking them with the wrong item, and then we fixed it. It's just an anecdote of how super early data we were able to use to go get something small," the leader shared.

Key Takeaways

Rapid Implementation and Impact: Level AI delivered measurable results within a short time frame, highlighting the platform's ease of use and its ability to generate tangible business value quickly.

Data-Driven Decision Making: The company leveraged the insights provided by Level AI to make informed decisions regarding product improvements, customer support strategies, and resource allocation. This data-driven approach resulted in more effective and targeted initiatives, leading to impactful improvements.

Enhanced Customer Understanding: By analyzing customer conversations, the company gained a deeper understanding of customer needs and preferences, leading to a more personalized and effective support experience. This customer-centric approach fostered stronger relationships and increased customer loyalty.

The CX leader revealed a key driver for the project: "I have this dual goal of improving outcomes for my team and secretly behind the scenes, unifying everything and getting everybody on the same tool set."

Conclusion:

Level AI transformed the company's approach to customer experience, moving from reactive problem-solving to proactive, data-driven decision-making. This shift has improved customer satisfaction and positioned the company for sustainable growth in an increasingly competitive market.

This case study is a testament to the transformative power of conversation intelligence. By leveraging the insights provided by Level AI, the company achieved measurable improvements in customer experience, operational efficiency, and overall business performance in just 6 months.