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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.

OVERVIEW

Implemented Observe.AI to automate QA at scale, reviewing over 1M calls. Created tailored scorecards for accurate evaluations & freed supervisors to focus on coaching. Piloted real-time agent help & are exploring chat automation & self-service tools for better efficiency.

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

FOUNDED

1905

HQ

Galveston, Texas

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