Customer ServiceVerified

DraftKings integrated MaestroQA's large-language-model-powered tool to automatically analyze 100% of customer support conversations and surface coaching opportunities for team managers.

Details

DraftKings implemented MaestroQA's LLM-powered metric builder and AskAI system to transform its customer service quality assurance process. Previously, managers could only manually review a small fraction of support conversations to find coaching examples. The AI system now processes all customer interactions and automatically surfaces behavior patterns and coaching opportunities relevant to business outcomes. DraftKings' Senior Manager of Performance Excellence Eric Haywood described the prior process as 'soul-sucking,' with team leads spending half their week manually searching tickets for coaching examples.

Products affected

DraftKings Customer Support (internal operations)

Sources & Evidence

Company Disclosure

DraftKings Improves Business Outcomes through AI-Powered Coaching

MaestroQA·Jan 2024

https://www.maestroqa.com/case-study/draftkings-improves-business-outcomes-through-ai-powered-coaching

Other practices by DraftKings

Customer SvcDraftKings uses AI-powered chatbots to handle customer support inquiries and automates internal processes such as requests for proposals (RFPs) and drafting preliminary legal opinions.Data AnalysisDraftKings uses machine learning models to price its odds feeds and calculate correlations between outcomes in same-game parlays, enabling the sportsbook to set and update betting lines in real time.Creative GenDraftKings tested generative AI for producing marketing copy and generating or manipulating images for advertising campaigns, as confirmed by company leadership in early 2024.

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