# 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](https://www.observe.ai/customers/central-bank). Captured by usedby on 2026-10-10.

- Company: [Central Bank](https://www.usedby.ai/companies/central-bank.md)
- Tool: [Observe.AI](https://www.usedby.ai/tools/observe-ai.md)
- Industry: [Banking & Mortgages](https://www.usedby.ai/companies/industry/banking-mortgages.md)
- Teams: Customer Service Center, Contact Center, Quality Assurance, Sales

## What the story says

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.

> 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.

- **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”

> 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.
>
> Jeffrey DeBourge, Contact Center Manager and AI Administrator

Source: [observe.ai](https://www.observe.ai/customers/central-bank), captured 2026-10-10.

## What usedby checked

We compared the story with its live page on 2026-10-10.

- Checked: the figure 167,000 calls is printed word for word on the page, near the name of Central Bank.
- Checked: the passage quoted above is copied word for word from the page, near the name of Central Bank.
- Checked: Central Bank uses Observe.AI. Confirmed line. Latest check across sources: 2026-10-10.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/central-bank-observe-ai · How we check: https://www.usedby.ai/methodology