Quality assurance · Production

Funding Circle credits Gong's Revenue Intelligence Platform with improved QA, compliance coaching, and market trend visibility

The problem

Funding Circle needed advanced visibility into customer interactions to improve quality assurance, compliance, and coaching, but previous solutions were hard to customize in real time, and the team lacked clear visibility into key market trends and emerging risks.

First attempt

Previous solutions were difficult to customize and update in real time, preventing Funding Circle from keeping pace with rapidly shifting global market conditions.

Workflow diagram · grounded in source
1
Customer interaction capture
integration
“Funding Circle uses Gong's Revenue Intelligence Platform to easily capture and analyze its customer interactions”
2
Real-time keyword tracking
ai_action
“Funding Circle now monitors keywords in real time inside customer interactions, and updates those trackers with ease in just a few clicks. This enables Funding Circle managers to spot emerging market trends as they happen and tailor thei…”
3
AI Smart Tracker concept detection
ai_action
“Gong's proprietary AI-powered Smart Trackers. This allows them to track key concepts, no matter how they're phrased, and enables them to track emerging trends and gain a fuller understanding of the daily challenges their customers face”
4
Compliance and best-practice coaching
feedback_loop
“managers can easily recognize the best practices happening on calls — like behaviors or talk tracks — and replicate them across a team. They're also able to track whether agents are in compliance with the policies and procedures that gui…”
5
Automated monitoring and testing
validation
“The team now runs faster testing for new talk tracks because the tracking and evaluation functions are automated in Gong”
6
Market trend and risk surfacing
output
“Lindeman's team now analyzes customer interactions at scale to highlight key market trends and emerging risks it might otherwise miss”
Reported outcome

Funding Circle achieved faster and more resource-efficient message testing, real-time visibility into market trends and emerging risks, and improved QA and compliance coaching across frontline teams.

Reported metrics
Testing resources requiredfewer resources to run higher-quality testing
Time and money savedsaving the company both time and money
Monitoring and testing scope with less resourcewider scope of testing with less resource
Reported stack
GongSmart Trackers
Source
https://www.gong.io/customers/case-studies/business-financing-leader-funding-circle-credits-gong-with-more-successful-customer-interactions
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Funding Circle achieved faster and more resource-efficient message testing, real-time visibility into market trends and emerging risks, and improved QA and compliance coaching across frontline teams.

What tools did this team use?

Gong, Smart Trackers.

What results were reported?

Testing resources required: fewer resources to run higher-quality testing; Time and money saved: saving the company both time and money; Monitoring and testing scope with less resource: wider scope of testing with less resource (source-reported, not independently verified).

What failed first in this deployment?

Previous solutions were difficult to customize and update in real time, preventing Funding Circle from keeping pace with rapidly shifting global market conditions.

How is this quality assurance AI workflow structured?

Customer interaction capture → Real-time keyword tracking → AI Smart Tracker concept detection → Compliance and best-practice coaching → Automated monitoring and testing → Market trend and risk surfacing.

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