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How Nations Info uses Observe.AI

9% to 18%

“Pacheco helped Nations improve save rates from 9% to 18%.”

As published on observe.ai. Checked by usedby on Oct 10, 2026.

What happened

Nations uses Observe.AI's Auto QA to automatically evaluate customer-agent interactions in its contact center, replacing manual spot-check call reviews. The insights are used to coach agents on cancellation saves, shorten scripts, and replace manual reporting with a dashboard.

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

With more visibility into contact center interactions thanks to Observe.AI and Auto QA, Pacheco could see the agents were skipping over a key pricing tier, reducing the possible amount of revenue saved. By identifying this behavior and then delivering targeted coaching, Pacheco helped Nations improve save rates from 9% to 18%.

From the page. observe.ai

With Observe.AI, we make strategic business decisions based on real-world insights, faster

Marlon Pacheco, Director of Training and Quality at Nations, Nations Info. Source

What the story claims, and what we checked

What we compared with the page.

  • The figure: 9% to 18%CheckedPrinted word for word on the page, near the name of Nations Info.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Nations Info.
  • Nations Info uses Observe.AICheckedConfirmed line.
  • The result itselfNot checkedWe quote it; we did not measure it.

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