Retail Bank – Uncovering Digital Frustration
Surveys showed strong satisfaction scores, but Voice AI revealed hidden frustration with login errors. Redesigning the authentication process improved trust and boosted NPS.
Results: +12% NPS increase, 20% fewer app drop-offs
E-Commerce Brand – Rethinking the Price Barrier
Surveys blamed “price” for abandoned carts. Conversational feedback uncovered confusion about hidden shipping fees. Transparent pricing increased conversions and reduced complaints.
Results: +18% checkout conversions, 25% fewer complaints about value
Hotel Chain – Fixing the First Impression
Survey scores were high overall, but Voice AI uncovered irritation during long check-ins. Process changes reduced wait times, strengthening loyalty and repeat visits.
Results: 30% reduction in check-in times, +14% repeat bookings
Healthcare Provider – Pinpointing Patient Anxiety
Patients gave positive scores but revealed anxiety about unclear post-visit instructions. New discharge protocols and digital care summaries improved trust and adherence.
Results: +22% patient follow-through on care plans, +10% satisfaction
Telecom Company – Reducing Call Center Churn
Professionalism was rated highly, but Voice AI exposed frustration with repeated hand-offs. Redesigned call flows improved resolution, cut churn, and raised loyalty scores.
Results: +17% first-call resolution, 12% decrease in churn