A leading credit card provider company was facing significant challenges in managing its quality assurance (QA) and customer services for better customer experience in its contact center. This is because they relied on random sampling that caused difficulties for its quality audit (QA) team as they were able to review only 2% of interactions, leaving critical insights untapped and operational inefficiencies unresolved. This limited approach led to several challenges such as increased AHT, high repeat call rates, compliance issues, and a negative reputation due to the high rate of escalations.

Recognizing the need for a more effective solution, they integrated Mihup.ai’s conversation intelligence platform with their existing systems to analyze 100% of interactions. This integration helped them in delivering real-time insights that improved efficiency, compliance, and customer satisfaction.

Learn how Mihup.ai’s AI-powered solution helped this leading credit card provider achieve an 85% reduction in escalation leading to a 35% increase in positive customer feedback, and a reduction in average handling time (AHT), by accelerating audits to 3X.