QA automation is a valuable tool for improving agent performance--but its benefits can extend even further. In this short video, Garrett Jorewicz talks about how Credit Union 1 plans to use Creovai's QA automation to identify common service issues, determine the best solutions, and prioritize their execution.
[0:00]
Garrett
Right now, in a manual environment, we're pushing the limits of how many calls we can [review]. We've managed to work up to a little over 1% of the monthly call volumes, which is 10 calls per specialist per month. As you know, it's exhausting. It take so much time to do that.
[0:28]
Garrett
So what are we hoping to get out of [Creovai]? A much more holistic view—deeper insights into all types of interactions. We want to almost start to stack-rank [common issues], so now we can zoom in on that and say, “What content do we need to create?” Or “How can we improve that process?”, or “How can we solve from a tech perspective that need to reduce those inbound calls or to make a better member experience?” Or “How can we better arm our agents to be able to serve our members more efficiently and make their jobs a little easier?”
[1:06]
Garrett
Those are the kinds of things we hope to gain out of [Creovai]. There are a lot of other really cool use cases too, which I’m excited about. For instance, even outside of the QA space, the ability to recognize potential churn and automate a journey for those use cases. Or to recognize a member mentioned they're getting ready to buy a car for their child, [we could] serve up information about those lending products. So there’s a lot we hope to gain from it. We’re really excited.
