Case Study: Via Transportation reaches $365K+ in annual gains with Level AI-powered QA
Key results
The challenge
Via's manual QA system in Airtable was slow and error-prone, with formula changes taking days to implement. As the company scaled to roughly 350 BPO agents across five locations from the Philippines to Barcelona, it struggled to maintain consistent, unbiased quality standards and surface actionable trends across regions.
The solution
Via adopted Level AI's Conversational Intelligence platform, which uses Natural Language Understanding to interpret customer sentiment, intent, and nuance rather than keywords alone. This enabled automated QA, auto-assignment of evaluations, real-time coaching, and transparent scoring across multiple languages and geographies.
“Competitor worked off keywords alone. Level AI listened to the whole story.”
ECEileen ConboySupport Operations Principal, Via Transportation
The results, in context
Via reported over $365K in annual efficiency gains from doing QA right. Sophisticated auto-assignment saved the team 90 hours each month, and freed-up auditor capacity produced 575+ extra evaluations per month while cutting auditor team expense by 30%. The platform also flagged 60% more high-demand rider calls than the competitor Via previously used.