# How Trupanion uses Observe.AI

**5%** increase in retention rate

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

- Company: [Trupanion](https://www.usedby.ai/companies/trupanion.md)
- Tool: [Observe.AI](https://www.usedby.ai/tools/observe-ai.md)
- Industry: [Insurance & InsurTech](https://www.usedby.ai/companies/industry/insurance-insurtech.md)
- Teams: member experience, sales, retention

## The use case: how Trupanion deploys Observe.AI

Trupanion, a pet medical insurer, uses Observe.AI's Post-Interaction AI, including QA forms, Auto QA and Moments, to evaluate customer calls across its remote contact center teams. It uses the resulting insights to standardize scoring, coach agents and address reasons customers cancel.

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

> “For example, in January 2024, we retained 20% of the customers who called to cancel. We were able to raise that to 25%,” shares Clark.

- **20%**: ““For example, in January 2024, we retained 20% of the customers who called to cancel.”
- **25%**: “We were able to raise that to 25%,” shares Clark.”

> Observe.AI certainly played a massive part in helping us understand where our opportunities were. It allowed us to more effectively target and coach agents on where they needed to improve.
>
> Lisa Clark, Member Experience Project Manager

Source: [observe.ai](https://www.observe.ai/customers/trupanion), captured 2026-10-05.

## Observe.AI users in Insurance & InsurTech

- [American National Insurance](https://www.usedby.ai/companies/american-national-insurance.md) — Confirmed
- [Clearwater Benefits](https://www.usedby.ai/companies/clearwater-benefits.md) — Confirmed
- [Asurion](https://www.usedby.ai/companies/asurion.md) — Observed

## What usedby checked

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

- Checked: the figure 5% 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 Trupanion.
- Checked: Trupanion uses Observe.AI. Confirmed line. Latest check across sources: 2026-10-20.
- Not checked: the result itself. We quote it; we did not measure it.

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