HQ
Grand Forks, ND
Agents
320
Industry
Automotive E-commerce
Win Story
RealTruck
Took QA coverage from 1% to 100% and cut handle time by 28% — all within 60 days of go-live.
RealTruck is one of the largest online retailers of truck accessories and parts in North America, serving hundreds of thousands of customers with a fast-growing omnichannel contact center.
Use Case
RealTruck's 320-agent team handles complex inbound product queries across voice and chat. With only 1% of interactions being QA-sampled, compliance gaps were invisible and agents had no real-time support for the thousands of SKUs they were expected to know on demand.
Why Level AI
Level AI's Auto QA engine scored every interaction automatically from day one, closing the compliance blind spot immediately. The Agent Copilot pulled product spec data in real time during live calls, reducing handle time as agents stopped putting customers on hold to search. Automated post-call summaries eliminated the manual after-call work that was inflating average handle time across the team.
Challenges
- 11% QA sampling leaving compliance gaps
- 2No real-time agent guidance on complex product questions
- 3High handle time due to manual post-call work
Solutions
- Auto QA across 100% of calls and chats
- Real-time Agent Copilot for live guidance
- Automated call summaries reducing after-call work
Why We Won
- First vendor to demonstrate live 100% QA coverage in a POC
- Handle time reduced by 28% within 60 days
- CSAT improved 18 points in first quarter
Five9 Field Perspective
“We went from sampling 1% of calls to reviewing 100%. Level AI gave us a compliance safety net we never had before.”
Customer Voice
“Handle time was always a black box. Level AI opened it up — and the results after 60 days were better than anything we projected.”