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GridWorks Leverages Voice Insights To Transform Customer Service In Medical Transportation With Observe.AI Voice Intelligence Platform

Observe.AI helps GridWorks get unparalleled insights into voice sentiment that will help them transform customer service by more accurately supporting client needs in emergency services transportation

October 3, 2019
Press Release

GridWorks' mission is to make medical transportation safer and more reliable by using the latest technologies. With Observe.AI, GridWorks will leverage voice insights to deliver a better experience to its customers.

GridWorks will use Observe.AI to:

  • Identify negative sentiment, as well as narrow down on topics and themes that are inspiring poor customer experiences. Arm agents with new best practices that will improve customer satisfaction.
  • Surface areas of dead air on calls where the customer or agent did not speak for more than twenty seconds. Dead air generally indicates that an agent was not prepared to address the situation. For the first time, GridWorks will be able to uncover cause drivers of dead air and identify which agents struggle most with this metric. They'll then re-train agents via a personalized approach to coaching.
  • Get rich insights from 100% of calls to make data-backed decisions (up from just 1-2% of calls that were manually monitored prior to using Observe.AI).
  • Receive automated alerted on compliance gaps to prevent potential breaches and fines proactively

GridWorks integrates Observe.AI with its contact center solution, Talkdesk Enterprise Cloud Contact Center, via Talkdesk AppConnect. As the world's first enterprise app store, Talkdesk AppConnect unites best-in-breed software to redefine the way businesses integrate their call center platform, facilitating every step of the process, from discovery to purchase.

"Observe.AI helps us unlock unprecedented insights and offer better coaching to our agents to improve the customer experience. In our industry (medical transportation) deeply understanding customer sentiment to triage and prepare staff for potentially critical situations could not be more of a priority. I am thrilled to see how the future of voice intelligence can help us get more customers to appointments safely." - Gaven Singh, Head of Technology at GridWorks

"At Observe.AI, we know that healthcare is quickly becoming one of the most customer-centric industries. We are excited to partner with GridWorks as they use Voice Intelligence to optimize the experience and cost of the emergency transport process." - Pete Lee, Global Head of Strategic Alliances at Observe.AI.

About Talkdesk

Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,800 innovative enterprises around the world including 2U, Canon, IBM, Peloton and Trivago, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.

About Observe.AI

Observe.AI is a Voice Intelligence Platform built to automate Quality Assurance and enable agents through the latest Voice AI. Observe.AI analyzes both speech & text with its proprietary SpeechNLP technology to improve coaching and drive 6X more QA efficiency. Observe.AI is trusted by more than 80 global customers and partners, including Concentrix, Talkdesk, Mitel, Microsoft, Sysco, Employee Bridge, John Paul, GroupOne Auto, and more. Backed by Nexus Venture Partners, Y Combinator and Emergent Ventures, Observe.AI's headquarters is located in San Francisco with an office in Bangalore.

Press contacts

Pete Lee, 1-847-302-5123


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