American National Insurance
Scaling Quality and Empathy with Observe.AI
Jennifer Gardner, Director of Service Center Operations at American National Insurance, shares how her team transformed QA and agent support using Observe.AI. With over one million calls reviewed, they've shifted from manual evaluations to real-time insights that enable targeted coaching and operational efficiency. From scaling quality assurance across 200+ agents to piloting real-time guidance and automation, Jennifer outlines how AI is helping them reduce workload, improve accuracy, and deliver a more empathetic, consistent customer experience.
Challenges
Manual QA was limited to 3 calls per agent, leading to inconsistent coaching and low visibility. Support teams faced pressure to stay lean as call volumes rose. Without self-service or digital support, customers had few options and CSRs lacked fast, accurate answers.
Solution
Implemented Observe.AI to automate call QA at scale—over 1 million calls reviewed
Created tailored QA scorecards with Observe.AI for more accurate evaluation
Freed up supervisors’ time to focus on coaching by automating reviews
Piloted real-time agent assistance for reinstatement
Outcomes
Website
HQ
Galveston, Texas
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