United StatesFinance and insurance2023 – ongoingPacific Life
Speech analytics and AI-assisted call quality scoring
Medallia reported analyzing and scoring more than 3.5 million Pacific Life customer calls
Problem
Supervisors assessed agents using small samples of calls. The limited coverage made it difficult to draw reliable conclusions about performance.
Approach
Pacific Life implemented Medallia in the first half of 2023, loading historical calls and connecting ongoing call data. Speech analytics transcribed and tagged conversations, while AI-generated scores assessed agent behavior. Human grading and coaching continued alongside automated scoring.
Results
Takeaway
Broader automated coverage did not remove the need for human assessment of an individual call's context.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Medallia reported that more than 3.5 million calls had been analyzed and scored. It described Pacific Life's use of automated quality scores alongside human call grading and coaching.
Full details are in the original sources.