MS Auto used Enthu.AI to QA 100% calls and lift conversions by 5%
MS Auto is a leading name in auto care across the US East Coast, trusted for both routine and specialized services.
conversion rates
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The challenge
For Aardy, conversations are the heart of their business.
As a travel insurance marketplace, their call center guides thousands of mostly senior travelers through complex policy choices.
Every call is high-stakes - representing either a new customer, a repeat booking, or a missed opportunity.
Like most sales teams, Aardy’s QAs relied on manual sampling. It provided some insights, but only on a small portion of calls. Leadership wanted more:
- Clarity on whether agents were patiently guiding senior customers.
- Confidence that disclosures were consistently explained.
- A clear picture of why sales were won - or lost.
There was also the matter of security.
Customers were sharing sensitive personal and medical details, and Aardy wanted safeguards that went above industry norms. That meant:
- Auto-deletion of call recordings from Enthu.AI after seven days.
- Auto-deletion of recordings from their telephony system immediately after Enthu.AI has processed the recording.
- Auto redaction of sensitive information from recordings.
Aardy knew that without greater QA coverage and stronger data controls, they risked blind spots in performance, compliance, and customer trust.
The Solution
Aardy turned to Enthu.AI to bring both clarity and security to their customer conversations.
What started as a move to improve QA quickly became a complete intelligence layer across their call center.
They began with Auto QA, replacing manual sampling with 100% coverage. But soon, the rollout expanded to include:
- Call Summaries: Easy-to-read recaps for every conversation.
- Sentiment Analysis: Spotting customer tone and satisfaction in real time.
- Missed Opportunity Tags: Real-time understanding of customer tone and satisfaction.
- Dashboards & Power BI Reporting: Turning call data into leadership-ready insights.
- Daily Performance Emails: Simple digests to keep managersaligned.
- Real-time Notifications & Alerts Instant flags for compliance gaps or coaching needs.
On the security side, Enthu.AI worked closely with Aardy to build custom safeguards:
- Automatic deletion of call recordings from Enthu after 7 days.
- Automatic deletion of recordings from their telephony provider every 24 hours, through APIs.
- Auto redaction of sensitive data.
This combination gave Aardy what they wanted most: a system that was intelligent, secure, and tailored to their business.
The implementation
The rollout was quick and straightforward. In under two weeks, Aardy went from pilot to full adoption across their call center.
The onboarding was smooth, with agents quickly adapting to the new workflows.
For the first time, leadership could see every call, every disclosure, and every missed opportunity - all with complete data security built in.
Results and Impact
The impact was felt across the call center:
- 100% of calls QA’d, up from single-digit manual sampling.
- Better compliance confidence, with disclosures monitored automatically instead of relying on manual spot-checks.
- Greater coaching efficiency, as managers could now focus on targeted conversations instead of sifting through endless recordings.
- Stronger data security, thanks to auto-deletion policies that gave leadership peace of mind.
Beyond the numbers, agents felt supported rather than micromanaged, managers gained clarity, and leadership finally had a trustworthy view of how conversations connected to sales, compliance, and customer trust.
“With Enthu.AI, we finally know exactly what customers ask for, how our team responds, and where we can improve. It’s transformed the way we operate.”
Chrissy Valdez
Dir of Ops, Aardy Insurance
What next?
Replicate similar results for your business. Get started with Enthu.AI today.