How Central Bank uses Observe.AI
167,000 calls
“the team evaluated 167,000 calls, a jump from just eight per month or 24 per quarter”
As published on observe.ai. Checked by usedby on Oct 10, 2026.
What happened
Central Bank's Customer Service Center uses Observe.AI's Post-Interaction AI, including Auto QA, Screen Recording and Moments, to automatically evaluate calls, categorize call reasons without manual disposition codes, and identify agent behaviors that affect handle time. It also uses it to spot fraud-related calls and search transcripts for trends.
Summary written by usedby from the source page, in English. The figures are those of Observe.AI and Central Bank, not ours.
- 5%“reduce average handle time by up to 5%”
- 10 seconds“reduced our after-call work to about 10 seconds from an average of 30 seconds previously”
- 3,000“It handles more than 3,000 customer interactions daily through phone, email, chat, and mobile apps”
In the third quarter of 2024, the team evaluated 167,000 calls, a jump from just eight per month or 24 per quarter before adopting Auto QA.
What swayed us was Observe.AI’s user-friendly interface. Whether it’s an intern in college or a senior analyst, everyone can use it with no issues.
What the story claims, and what we checked
What we compared with the page.
- The figure: 167,000 callsCheckedPrinted word for word on the page, near the name of Central Bank.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Central Bank.
- Central Bank uses Observe.AICheckedConfirmed line.
- The result itselfNot checkedWe quote it; we did not measure it.
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