Call center ai · Production

Oportun transforms QM and reduces workload by 50% with Cresta

The problem

Oportun's quality management relied on resource-intensive sampling and legacy technology, leaving captured agent and customer data largely untapped. The team could not identify coaching opportunities in real time, lacked holistic visibility into agent performance, and had concerns about risk vulnerabilities.

Workflow diagram · grounded in source
1
Voice and chat interaction
trigger
“Channel: Voice & Chat”
2
100% conversation evaluation
ai_action
“the QA team shifted from sampling to 100% QA coverage”
3
Real-time coaching identification
ai_action
“AI-driven coaching plans that happen in real time, leadership is able to identify coaching opportunities and understand specifically what's happening in individual calls, with individual agents”
4
Agent Assist real-time guidance
ai_action
“Agents have real-time coaching and transcription capabilities, leading to increased confidence, productivity, and autonomy”
5
QM workload reduction
output
“leading to a 50% reduction in workload across Quality Management”
6
Coaching model culture change
feedback_loop
“transitioning from a punitive QA approach, wherein agent performance was judged on a fraction of their calls, to a collaborative coaching and achievement-focused model”
Reported outcome

After deploying Cresta, Oportun shifted to 100% QA conversation coverage and cut QM workload by 50%.
Agents gained real-time coaching and transcription capabilities, leading to increased confidence, productivity, and reduced attrition.

Reported metrics
Conversations evaluated100%
QM workload reduction50%
Agent attritionreduced attrition rates
New agent onboarding speedonboarding more rapidly
Show all 5 reported metrics
conversations evaluated100%
QM workload reduction50%
agent attritionreduced attrition rates
new agent onboarding speedonboarding more rapidly
agent confidence, productivity, and autonomyincreased confidence, productivity, and autonomy
Reported stack
CrestaCresta Conversation IntelligenceCresta Agent Assist
Source
https://cresta.ai/customers/oportun
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

After deploying Cresta, Oportun shifted to 100% QA conversation coverage and cut QM workload by 50%.

What tools did this team use?

Cresta, Cresta Conversation Intelligence, Cresta Agent Assist.

What results were reported?

Conversations evaluated: 100%; QM workload reduction: 50%; Agent attrition: reduced attrition rates; New agent onboarding speed: onboarding more rapidly (source-reported, not independently verified).

How is this call center ai AI workflow structured?

Voice and chat interaction → 100% conversation evaluation → Real-time coaching identification → Agent Assist real-time guidance → QM workload reduction → Coaching model culture change.

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