Scaling Smarter: How Gordon Food Service Transformed 80% Manual Bot Analysis into 20% with AI-Powered Insights

Handle time reduced by 80%.
Bot Automation Score increased from 58% to 63%
Bot Experience Score improved from 80 to 84
Containment Rate increased from 81% to 87%

Challenge

Gordon Food Service faced major challenges due to time-consuming manual processes, especially in analyzing customer interactions. Countless hours were spent sifting through transcripts to assess use-case alignment, prioritize key topics, and pinpoint areas for improvement—leading to inefficiencies that slowed progress and innovation.

Amber, the full stack conversational designer, was dedicating an overwhelming 80% of her time analyzing transcripts from just one of the organization’s customer service bots. She painstakingly sifted through transcripts (only able to read a fraction of the interactions) and manually identified themes. This inefficient process consumed excessive time and energy.

Beyond being a strain on productivity, the manual approach also created significant gaps in key analytics. This lack of clarity made it challenging for Amber and the Gordon Foods Service team to accurately prioritize topics for improvement, develop effective solutions, and understand the bot’s performance. The inefficiencies in the process were a bottleneck preventing the team from maximizing the bot’s potential and delivering optimal customer experiences.

Solution

To tackle these issues, Gordon Food Service needed an analytics solution that could better optimize their time and resources.

Their existing bot provider lacked transcript analysis capabilities and the analytics provided focused more on troubleshooting and less on business metrics and feature identification. Traditional BI tools offered limited support, requiring manual effort to ingest data and build dashboards. After exploring their options, they discovered the perfect fit: Calabrio Bot Analytics. It was the only solution on the market capable of automating the transcript analysis process, a critical need that had been burdening Amber and her team. It would also enable Gordon Food Service to automatically monitor and evaluate the performance of their virtual assistants, allowing them to make data-driven decisions and swiftly identify areas for improvement.

Now, Amber has powerful analytics to monitor customer interactions and tune the bot as needed. Transcripts are processed through an AI engine to identify key topics and use cases, highlight what’s working well, and pinpoint areas where the bot needs better training. Calabrio Bot Analytics also offers predictive analytics, giving Gordon Food Service the ability to anticipate future trends and adjust their strategies in advance.

Advanced transcript analysis provides Gordon Food Service with a detailed breakdown of conversations, highlighting important trends and potential issues. With powerful search capabilities, including the ability to filter by signals such as automation (e.g., resolution, paraphrasing) and experience (e.g., sentiment), the team can quickly uncover problematic areas and emerging themes. These targeted insights enable Amber and her team to refine bot scripts and workflows to more effectively address customer queries, eliminate communication bottlenecks, and better meet customer needs.

Amber also leveled up her findings using intuitive dashboards, which present data in a user-friendly format. This makes it easier for leadership to grasp the full picture of complex analysis, and facilitates quicker, more effective decision-making. The visualizations and customizable reports serve as a single source of truth, providing unified data and enabling the alignment necessary to prioritize action and accelerate impact.

Calabrio Bot Analytics has been instrumental in transforming how we manage our chatbot program. The insights provided have freed up valuable time, allowing us to dedicate more attention to optimizing each of our bots. This translates to data-driven decisions that enhance both operational efficiency and customer satisfaction."

Amber Prause –

Digital Product Owner

Result

The integration of Calabrio Bot Analytics at Gordon Food Service has delivered measurable improvements in both operational efficiency and customer satisfaction.

Amber, who previously spent 80% of her time manually combing through transcripts to identify trends and patterns, now devotes just 20% of her time to this task. Thanks to Calabrio Bot Analytics, the critical insights she needs are now readily accessible. This shift allows Amber to focus 80% of her efforts on optimizing the bot program, driving meaningful improvements and innovation with ease. As a result, the team is able to continue supporting their multiple chatbots–all without adding to their headcount.

But it’s not just Amber who’s benefiting from Calabrio’s analytics solution. Gordon Food Service has also achieved:

Operational Efficiency: A team of three staff members was able to sustain the management of ten bots without requiring additional personnel.
Quantifiable Improvements: In just six months, Gordon Food Service improved several key metrics:
- Handle time reduced by 80%.
- Bot Automation Score increased from 58% to 63%. This metric measures how effectively the bot resolves customer inquiries without escalating to a live agent. Even a single percentage point increase translates into meaningful cost savings.
- Bot Experience Score improved from 80 to 84. A crucial chatbot KPI that takes into account all customer conversations to produce an unbiased score and more accurate view of overall customer satisfaction.
- Containment Rate increased from 81% to 87%.
- These gains allowed the team to handle thousands of additional conversations.
Cost Savings: Equally impressive is the savings from the deflected call volume, achieved through the enhanced performance of the virtual chatbots in handling incoming inquiries.

Gordon Food Service’s journey demonstrates that the true power of AI lies in harnessing its insights effectively. As Gordon Food Service continues to refine its chatbot strategy with data-driven decisions, they are poised to further elevate customer satisfaction, optimize operational efficiency, and drive continuous improvement across their customer service channels.

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