# How Freeman uses Observe Ai

**10–11%** increase in net promoter score over 2 years

As published on [observe.ai](https://www.observe.ai/customers/freeman-company). Captured by usedby on 2026-10-05.

- Company: [Freeman](https://www.usedby.ai/companies/freeman.md)
- Tool: [Observe Ai](https://www.usedby.ai/tools/observe-ai.md)
- Teams: Customer Support, Customer Experience, Exhibitor Support

## What the story says

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.

> 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.

- **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.”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure 10–11% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Freeman.
- Checked: Freeman uses Observe Ai. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

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