Center for interaction intelligence - Turning Customer Conversations into Operational Insights
Case Study | 25-Aug-2025
Improving efficiency and customer satisfaction through interaction analytics.
Elaborate on the Challenge
One of the leading mortgage servicers in the U.S. faced a challenge hiding in plain sight: over 1,000 customer-agent calls every day—and little visibility into what was really happening in them. With no centralized way to analyze conversations, pinpoint compliance gaps, or spot process inefficiencies, opportunities to improve were consistently overlooked. They needed a smarter way to listen—one that could uncover customer pain points, reduce repeat calls, and boost contact center performance without piling on more operational burden.
Objective Summary
To deploy speech and text analytics that boost agent performance, ensure compliance, and enhance customer experience through actionable insights
Business Impact
Drove strategic impact by elevating agent performance, optimizing first-call resolution to reduce call volumes, strengthening compliance and customer satisfaction, and unlocking data-driven insights from over 1,000 daily interactions.
15% cost-to-serve reduction
10% uplift in compliance and customer experience metrics
20% improvement in channel optimization
12% increase in Quality scores
25% complaints reduction
12% increase in NPS
8% drop in repeat calls
43% decrease in Compliance fails
Solution - Listen. Learn. Improve.
Moder implemented an AI-powered voice analytics platform to transform how customer interactions were understood and acted upon.
The solution focused on three core pillars: Customer Experience, Quality & Compliance, and Performance Optimization. By leveraging advanced transcription and sentiment analysis, it flagged key call drivers like escrow or payment concerns, cash to close, Document issues, recurring themes while surfacing compliance gaps such as script adherence and missed disclosures. High-complexity calls were analyzed for deeper root causes and coaching needs.
Beyond compliance, the platform uncovered upsell opportunities, channel shift strategies, and repeat-call triggers, giving leadership clear levers to improve. These insights led to shorter handling times, better first-call resolution, targeted interventions, enhance borrower satisfaction a meaningful drop in cost to serve—creating impact where it matters most.
By integrating these insights into dashboards and reports, stakeholders can now monitor trends in near real time and take proactive steps to improve both borrower experience and internal efficiency
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