By adopting Post-Interaction AI, the fast-growing pet insurer has improved its QA efficiency, identified coaching opportunities, and elevated customer interactions, increasing retention.
Trupanion helps pets live their healthiest lives possible by providing medical insurance that pays veterinarians directly at checkout. With around-the-clock support, the company ensures pet owners get the help they need, whenever they need it.
However, maintaining quality interactions with customers became more challenging when Trupanion’s contact center operations shifted primarily to remote work during and after the COVID-19 pandemic. Before this move, the company’s QA team evaluated only a handful of calls.
“We were only able to do about three evaluations per agent per month,” explains Lisa Clark, Member Experience Project Manager at Trupanion. “It was determined that that wasn’t providing enough value. So, in 2019, the QA team was disbanded and we were relying on customer satisfaction scores and managers to do evaluations.”
With the shift to remote work limiting oversight, managers could no longer coach agents in real time by sitting among them and listening to conversations with customers.
“We didn’t have insight into what the team members were doing unless we were ad hoc pulling calls. That wasn’t really working for us,” says Clark.
And as the company continued to grow, it became important to expand QA coverage in a way that could support training, education, and compliance while keeping up with operations.
“We have always completed QA and call reviews, but it was time to use a program that could scale with the business,” notes Clark.
After a thorough selection process, Trupanion selected Observe.AI’s Post-Interaction AI, rolling out QA forms, implementing Auto QA, and using Moments to identify trends in customer interactions.
The solution is now deployed across the company’s member experience, sales, and retention teams. It has expanded QA coverage while reducing manual processes.
“Now we have a dedicated QA lead,” says Clark. “With Observe.AI, she’s able to achieve even more than what previously required a larger team. Alongside her manual reviews, Auto QA runs in the background and gives us richer insights and far more data to strengthen our quality efforts.”
This automated approach has enabled Trupanion to evaluate far more sales and retention calls, driving better customer interactions and stronger performance.
Notably, the company has gained insights that were previously unavailable and now inform decision-making and performance improvements.
One outcome has been the opportunity to develop engagement workshops that help agents stay fully present and productive in conversations with customers. Trupanion has also identified needed adjustments in its success metrics so that key performance indicators more accurately capture the efficiency and quality of interactions.
Trupanion has also identified—and addressed—issues affecting customer retention.
A key challenge in the past was that customer cancellations weren’t always addressed at their root cause, which limited retention. By equipping its teams with better tools, training, and strategies, Trupanion has moved toward tackling the real drivers of cancellation—helping agents confidently engage in meaningful conversations, address concerns directly, and strengthen long-term customer relationships.
“For example, in January 2024, we retained 20% of the customers who called to cancel. We were able to raise that to 25%,” shares Clark. “Observe.AI certainly played a massive part in helping us understand where our opportunities were. It allowed us to more effectively target and coach agents on where they needed to improve.”
With fully remote and geographically dispersed teams, Trupanion needs to maintain consistent performance standards across all agents. Post-Interaction AI has made this possible by standardizing QA scoring and evaluations, ensuring all teams follow the same performance criteria.
This strategy has clarified expectations and improved consistency in scoring across various managers.
“We also do call calibrations frequently with leaders using insights from Observe.AI, which has been really helpful,” adds Clark. “We evaluate calls, discuss our assessments, and ensure alignment.”
Giving agents immediate access to their performance evaluations has promoted greater engagement and accountability. Rather than waiting for scheduled check-ins, they can now review feedback instantly.
According to Clark, this has been enormously beneficial because it empowers agents to take control of their own growth and learning. “They don’t have to wait for a check-in with their manager. They can see evaluations in real-time—‘Oh, an evaluation just got completed! Let me go look at it!’”
With increased engagement and feedback, agents are actively applying what they’ve learned to improve their performance.
“One of our team members gets so excited when she puts what she’s learned into practice and sees it working. She reaches out to my QA analyst all the time, saying, ‘I just had this amazing call. I took your feedback, I did this, and it worked.’ It’s really cool to see them engaging with the system.”
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“Observe.AI certainly played a massive part in helping us understand where our opportunities were. It allowed us to more effectively target and coach agents on where they needed to improve.”
– Lisa Clark, Member Experience Project Manager
Trupanion has also identified positive behaviors among its customer service team members. One key focus has been to encourage them to show genuine interest by asking customers about their pets on every call.
While this has long been part of the approach, execution naturally varied. To reinforce the practice, Trupanion compiled standout examples of strong rapport-building and shared them with its teams, along with data showing that conversations that include asking about a customer’s pet are more likely to lead to a sale.
“Now, we have data to back up these best practices, not just as a guideline but as a proven way to help agents succeed in their roles,” says Clark.
The ability to analyze interactions at scale is now drawing interest from other departments. Trupanion’s business intelligence unit, for example, is looking to extract insights and identify opportunities for operational improvements.
“They’ve been in the system a lot more over the last couple of months,” shares Clark. “The fact that they can use an API to pull data themselves out of our Observe.AI platform, that’s something they’re very excited about.”
Other teams, including those working with Trupanion’s promotional partners, are also keen to use Observe.AI.
“It will be interesting to see, as they start piloting the platform, how it helps improve their conversations with partners and supports the business,” adds Clark.
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