- Uncover business-critical issues hidden in support conversations
- Replace disconnected metrics with insights that drive action
- Equip teams across product, ops, and support with data that matters
- Connect the dots between customer experience and company outcomes
Industry
Media & Entertainment
Use Case
Company Size
~5000 Employees
Increase in CSAT
30%
Decrease in agent ramp time
120%
Increase in monthly coaching sessions
300%
CHALLENGE
Generic Coaching, Limited Impact
“The old way of coaching was soul-sucking. Team leads with 15 direct reports were spending half their week digging through tickets just to find a few examples for each rep.”
DraftKings invested heavily in coaching, but it wasn’t translating into meaningful impact. Managers could only review a small fraction of conversations, which meant coaching often stayed generic rather than actionable.
With so few interactions analyzed, leaders lacked the visibility needed to surface real opportunities for improvement or understand whether coaching was strengthening customer experience or advancing the business.
SOLUTION
AI-Powered Coaching That Drives the Business Forward
DraftKings implemented MaestroQA’s LLM-powered metric builder and AskAI to transform coaching from manual and generic to scalable and insight-driven. Leaders now get continuous, business-aligned coaching opportunities surfaced automatically from 100% of conversations.
Managers no longer hunt for examples or guess where to focus. MaestroQA pinpoints the behaviors that matter and elevates consistency across teams.
Leaders finally have a reliable way to turn coaching into measurable improvement—making coaching a predictable driver of better outcomes across the company.
”Coaching finally became actionable. Instead of telling someone to ‘get their numbers up,’ we can point to a specific behavior and give them something they can do tomorrow. That shift is what actually drives outcomes.”
