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.