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Observe.AI > 实例探究 > Observe.AI 如何帮助 YourMechanic 推动增长并改善客户体验

Fast-Growth Mobile Mechanic Startup Leverages AI to Boost Bookings and Improve Agent Empathy Scores

技术

分析与建模 - 机器学习
传感器 - 自动驾驶传感器

适用行业

汽车
教育

适用功能

人力资源
维护

用例

库存管理
智能停车

服务

培训

挑战

随着业务的快速增长，这家初创公司希望获得更好的辅导见解，缩小座席软技能的差距，并发现新的增长机会。

关于客户

YourMechanic 是一家移动汽车维修和保养服务初创公司，业务遍及美国 50 多个主要都市区的 700 个城市。他们的目标是推动更多客户预订、转化并改善整体客户体验。

解决方案

使用 Observe.AI 分析 100% 的语音呼叫，优化其绩效管理，并通过定制的培训计划加强座席指导。

运营影响

The implementation of Observe.AI has resulted in significant operational improvements for YourMechanic. The company now has full visibility into customer interactions, enabling it to monitor and analyze 100% of voice calls. This has allowed the company to identify key interactions that lead to conversions and tailor more impactful coaching sessions. The ability to monitor business-specific keywords across every call has also enabled the company to identify compliance and process gaps, as well as coaching opportunities. The use of machine learning to surface the most meaningful interactions has further enhanced the company's performance management. The company has also been able to improve its agent coaching programs, leading to higher empathy scores and conversation courtesy scores. The partnership with Observe.AI will continue to help YourMechanic monitor and improve critical KPIs, optimize agent evaluations, uncover business drivers, and deliver better customer experiences.

数量效益

A 32% increase in average agent empathy scores due to enhanced agent coaching programs.
A 4x increase in bookings, driven by soft skills via adaptive learning programs.
A 6x increase in conversation courtesy scores, contributing to revenue growth.

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