RevClarity: Finding and Closing Revenue Gaps
RevGeneration
Our client knew they were leaving revenue on the table. Our RevClarity assessment showed them where and what to do about it.
Using Custom AI to Reduce Repeat Customer Interactions and Coaching Prep Time
RevGen’s custom AI module cut manager coaching prep time by 75% and, in its first month of use, helped managers reduce repeat customer interactions by 3.5%, compared with less than 1% for managers not using it.
Project Overview
Our client, a Fortune 500 communications provider, asked RevGen to bring AI into the performance management platform its managers already use every day. We built a new AI Spotlight module that shows each employee’s customer callback performance next to curated evidence and coaching recommendations. Within 12 weeks of use and refinement, managers who adopted it reduced 7-day repeat customer interactions by 3.5% in their first month, compared with less than 1% for non-users, in an analysis of 1,000+ contact center teams.
Client Challenge
Our client’s large contact center organization wanted AI inside its frontline performance management platform. As a pilot, the initiative targeted a company-wide shift toward first-call resolution to reduce customer callbacks. Managers were expected to coach the frontline behaviors behind that goal, but they lacked the data and tools to do it consistently, and with so much information to review, they struggled to hold their teams accountable.
Callbacks persisted despite change efforts
Even with the culture shift underway, callback rates held steady. Managers lacked consistent, ready-to-use evidence to coach against the specific behaviors that drive repeat interactions.
Too much noise
Relevant signals were scattered across transcripts, performance metrics, and past coaching notes. A growing volume of other AI-generated insights added to the pile, leaving managers without a clear read on what mattered most for each employee.
Little time to prepare
Coaching windows were short and infrequent. Managers had little room to research an employee’s history beforehand, which limited how consistent and effective each session could be.
Approach
We built a custom AI solution that pulls from multiple platforms and data sets, including other AI insights, to pinpoint where repeat interactions were coming from and recommend specific coaching actions. The solution is deterministic by design: the business defines its logic for reducing repeat interactions once, and the same logic applies everywhere. Every insight and recommendation traces back to its source data, and the module is configurable by line of business across sales and support.
Solution
AI Spotlight gives managers a coaching-ready view of each team member inside the tool they already use every day. Instead of piecing together metrics, transcripts, and notes, managers go straight to the specific interactions worth coaching on. Three capabilities make that work.
Business-controlled AI
We built a custom tool, the AI Command Center, to manage the solution’s AI agents. The business sets prompt logic and data sets centrally, and insights flow to the frontline accordingly.
Evidence ready before the coaching conversation
Managers no longer hunt for performance data or transcripts, or prompt an AI agent for insights. The solution surfaces what the business expects a manager will need as soon as they open a coachee’s page.
Adoption without adding to “the noise”
Company initiatives and AI-generated insights into sales and support performance were already piling up. The solution’s AI agent draws on a wide range of data sources, including other AI outputs, to show what matters most for each coachee, in line with company goals.
"Quantitative insights matched with behaviors and call examples are time savers and changing the game." – Frontline Manager
Results
Within 12 weeks, managers saved significant prep time and began reducing repeat customer interactions. As an illustration, if the 3.5% reduction held across all contact center managers, 20M annual interactions would see roughly 700k fewer repeats, 50M would see 1.75M fewer, and 100M would see 3.5M fewer.
AI infrastructure that scales with new priorities
Within days of launch, business units started asking to extend the module to other challenges and initiatives. With the AI Command Center already in place, RevGen began building new agents right away, each with business logic owned and tailored by the requesting unit.
75% less coaching prep time
Prep time fell from over an hour to 10–15 minutes, and some managers report it now takes five. Managers spend more of each session coaching instead of digging for evidence, and more frequent, consistent check-ins are now realistic across the team.
Repeat interactions down, coaching focus up
That 3.5% reduction came with a shift in coaching behavior. Coaching focused on repeat interactions rose from 35% to 41% of all coaching sessions, and the number of managers using the module month after month grew by 50%.
Success Stories
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