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How Freeman uses Observe Ai

10–11%

increase in net promoter score over 2 years

As published on observe.ai. Captured by usedby on Oct 5, 2026.

What happened

Freeman's customer support team uses Observe.AI's Post-Interaction AI to move from manually sampling a small share of calls to QA and coaching based on all customer interactions. They also search call transcripts for keywords to investigate recurring customer issues.

Summary written by usedby from the source page, in English. The figures are those of Observe Ai and Freeman, not ours.

  • 6%“Our QA scores also rose about 6%, and at the same time, we saw a 22-second decrease in average handle time as well as a 10% reduction in not-ready time.”
  • 4%“That’s contributing to a 4% year-over-year drop in volume, even as the business continues to grow.”

With Observe.AI’s Post-Interaction AI, Freeman moved from a heavily manual QA sampling approach to coaching based on actual data from 100% of customer interactions.

From the page. observe.ai, captured Oct 5, 2026

We use the QA tool in our Observe.AI platform to manage coaching sessions. We can track agents’ progress, connect dots, and show them actual data and examples. That kind of visibility just wasn’t possible before.

John Riel, Director of Exhibitor Support, Freeman. Source, captured Oct 5, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 5, 2026.

  • The figure: 10–11%CheckedThe figure is on the page; its label is our wording.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Freeman.
  • Freeman uses Observe AiCheckedConfirmed line. Latest check across sources: Oct 5, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

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