The use case: how Cox Automotive deploys Observe.AI
Cox Automotive uses Observe.AI's Auto QA to standardize quality assurance across the contact centers of its 13 brands. It automatically evaluates interactions using a unified evaluation form, replacing a small random sample of calls per agent.
More reported results
Figures published in Observe.AI’s case study. They are not independently measured by usedby.
With Auto QA, Cox Automotive has scaled this process to more than 90,000 evaluations per month, including approximately 2,500 manual evaluations.
Auto QA automatically evaluates up to 100% of interactions to gain visibility into teams’ strengths and weaknesses without bias.
rolling it out across contact centers in its 13 brands to unify the evaluation process.
In the customer’s words
The depth of insights we’re now receiving is invaluable,” says Fishbein. “Through comprehensive assessment, we’re able to provide more precise coaching to help us enhance agent performance.Other AI tools used by Cox Automotive
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Based on Observe.AI’s published case study. We check the public evidence; the results are reported by the vendor.
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- Oct 10, 2026
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Previously, performance evaluations relied on a random sample of just four calls per month per agent, which often introduced high grading subjectivity and limited visibility. With Auto QA, Cox Automotive has scaled this process to more than 90,000 evaluations per month, including approximately 2,500 manual evaluations.