How Randstad Group deploys Google tools at enterprise scale
“They know better than anyone how to deploy these tools within a large organization.”
Martijn Nijkerk, Senior Consultant Corporate IT @ Randstad Group
Yource
How Yource analyses 100% of customer conversations with AI
On Google Cloud, Yource built a data platform and AI tooling that assesses every single customer conversation instead of a sample — and saw partner NPS rise by an average of 9 points.
+9
+9 point rise in partner NPS
83%
83% less development time per feature
Yource
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 those conversations, as traditional coaching was based on time-consuming and subjective random sampling.
On top of that, the pace of innovation needed to accelerate to stay ahead of the competition. All of this required a robust, global infrastructure capable of scaling effortlessly alongside the volumes of data generated by 25 million contact moments.
The approach
A pragmatic partnership on Google Cloud
Because of its front-runner position in AI — with solutions like DeepMind and Vertex AI — Yource chose the Google Cloud Platform. For the technical foundation they wanted a partner who speaks the same language, and the choice for NextNovate was a deliberate match on culture and pragmatism.
While Yource focuses on building its own AI applications, NextNovate safeguards the quality of the underlying infrastructure: automated Infrastructure as Code, cost optimisation, and airtight security that supports innovation rather than slowing it down. On that foundation Yource built a modern data platform and a solid Cloud Foundation, and then their own solutions:
- Cloud Foundation — a secure and scalable environment, fully automated, forming the basis for every innovation that follows.
- Coach Assist — an AI tool that analyses 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, holding conversations in a natural way.
- AI-driven development workflow — AI integrated into the development process, drastically accelerating the entire product development chain.
The impact
A revolution in CX and development
The results were measurable and groundbreaking:
- 9-point NPS increase — deploying AI tooling like Coach Assist raised the Net Promoter Score for partners by an average of 9 points.
- 83% time saved on development — where developing a new feature previously took 6 weeks, the team now delivers results within 1 week.
- 100% quality control — instead of manual sampling, literally every contact moment is now measured against the quality agreements.
- Operational efficiency — complex customer questions are handled better, thanks to AI support and the expertise of the people using it.
By integrating AI into our workflow on Google Cloud, we have enormously boosted our development speed. Where launching a new feature previously took six weeks, we now deliver results within one week. NextNovate’s expertise in security and infrastructure means we can achieve that speed without compromising on quality.
Eelke Burgers, Manager Tech @ Yource
With our AI tooling we look at the quality of every conversation in real time. We see partner NPS rise by as much as 9 points as a result. We now know precisely where in a conversation we truly make the difference for the customer.
More stories
Other customer stories
At Naturalis, employees now build innovative applications themselves
“The ICT department can focus on its core work. That's what I call successful change management!”
Jeroen Snijders, CIO @ Naturalis
How Sendcloud tightened security with Google Workspace and ChromeOS
“Working with NextNovate feels like working with an extension of my own team.”
Joost Geelen, Team Lead IT @ Sendcloud