CASE STUDY: How customer contact organization Yource uses AI to redefine the standard for quality in CX

Yource is a leading, international customer contact (Customer Experience) organization that helps partners worldwide handle customer inquiries. With nearly 5,000 employees and locations in the Benelux, Eastern Europe, North Africa, and Paramaribo, Yource processes more than 25 million customer contacts annually via telephony, chat, and email. Yource distinguishes itself by not only answering today's questions, but also proactively thinking ahead about the customer demand of tomorrow.

The Challenge: From Subjective Coaching to Data-Driven Quality

In a market where simple questions are increasingly intercepted by technology, the inquiries handled by human agents are becoming more and more complex. Yource wanted to objectify the quality of these conversations, as traditional coaching was based on time-consuming and subjective random sampling. Additionally, the pace of innovation needed to accelerate to stay ahead of the competition. All of this required a robust, global infrastructure capable of effortlessly scaling alongside the massive volumes of data generated by 25 million contact moments.

The Approach: A Pragmatic Partnership on Google Cloud

Due to its front-runner position in the field of AI—featuring solutions like DeepMind and Vertex AI—Yource chose the Google Cloud Platform. For the technical foundation, they sought a partner who speaks the same language. The choice for NextNovate was a deliberate match based on culture and pragmatism. While Yource focuses on building its own AI applications, NextNovate ensures the quality of the underlying infrastructure through automated Infrastructure as Code (IaC), cost optimization, and airtight security that supports innovation rather than slowing it down.

The Solution: The Birth of Coach Assist and YAVA.AI

NextNovate helped Yource build and optimize a modern data platform and a solid Cloud Foundation on Google Cloud. This enabled Yource to successfully deploy their own advanced AI solutions:

Cloud Foundation: A secure and scalable environment, fully automated, which forms the basis for all innovations.
Coach Assist: An AI tool that analyzes 100% of all customer conversations in real time for form, content, and empathy, making coaching factual and objective.
Conversational AI Agents: Smart bots for both internal HR questions and external customer contact, capable of conducting conversations in a natural manner.
AI-driven Development Workflow: Integration of AI into the development process, which drastically accelerates Yource’s entire product development chain.

Impact / Results: A Revolution in CX and Development

Through this approach, Yource achieved measurable and groundbreaking results:

9-point NPS increase: By deploying AI tooling like Coach Assist, the Net Promoter Score for partners increased by an average of 9 points.
83% time savings on development: Where it previously took 6 weeks to develop new features, the team now achieves results within 1 week.
100% quality control: Instead of manual random sampling, literally every single contact moment is now evaluated against quality agreements.
Operational efficiency: Complex customer inquiries are handled better thanks to AI support and the expertise of our colleagues.

“With our AI tooling, we look at the quality of every conversation in real time. We see that this increases the NPS for partners by up to 9 points. This is because we now know precisely where in a conversation we truly make a difference for the customer.”
Willem Hendrik Jakobs, Tech Director @ Yource

“By integrating AI into our workflow on Google Cloud, we have enormously boosted our development speed. Where it previously took six weeks to launch a new feature, we now deliver results within one week. NextNovate’s expertise in security and infrastructure ensures we can achieve this speed without making compromises on quality.”
Eelke Burgers, Manager Tech @ Yource