TODAY Type Platform (type.tdy.ai)
A real-world transformation story from National Casual Dining Restaurant Chain (Origin) → Now Standalone SaaS Product
Client: National Casual Dining Restaurant Chain (Origin) → Now Standalone SaaS Product
Industry: EdTech, Call Center Training, Employee Upskilling, Data Entry
Focus: Gamified typing speed and accuracy training platform
Executive Summary
Call center agents struggling with typing speed (30-40 WPM average) and accuracy (85% baseline), leading to long ticket resolution times, transcription errors, and extended training periods. Traditional typing courses boring, not call-center specific, and lacking personalized recommendations.
The Solution:
TODAY built custom upskilling platform leveraging 4 learning theories (spaced repetition, deliberate practice, immediate feedback, gamification). Platform analyzes typing patterns, identifies weaknesses, recommends targeted exercises, and tracks progress over time. Evolved from the client custom solution to commercial product at type.tdy.ai.
Measurable Impact:
- WPM improvement: 30-40 WPM → 55-70 WPM average (+50-75% gain)
- Accuracy improvement: 85% → 95%+ (error reduction of 60-70%)
- Productivity: +25-35% output per agent (faster, more accurate typing)
- Time to proficiency: 6-8 weeks → 3-4 weeks (50% reduction)
Additional Benefits:
- Engagement: 85% daily active usage (gamification driving retention)
- Users: 500+ agents trained (the client), now available commercially
- Phase 1: Custom solution for the client call center
- Phase 2: Generalization for call center industry
- Phase 3: Commercial launch at type.tdy.ai (SaaS product)
- Current: Multi-tenant SaaS with free tier, pro tier ($X/user/month), enterprise tier (custom pricing)
Competitive Advantage:
Typing courses teach fingers. We teach call center professionals. Our platform understands the difference between typing a novel and navigating CRM fields while talking to an irate customer. Context-aware training produces real-world results.
The Challenge
Call center agents struggling with typing speed (30-40 WPM average) and accuracy (85% baseline), leading to long ticket resolution times, transcription errors, and extended training periods. Traditional typing courses boring, not call-center specific, and lacking personalized recommendations.
Key Pain Points
- Manual processes consuming significant staff time and resources
- High error rates leading to operational inefficiencies
- Slow response times impacting customer satisfaction
- Fragmented systems creating data inconsistency
- Limited visibility into performance metrics and trends
The Solution
TODAY built custom upskilling platform leveraging 4 learning theories (spaced repetition, deliberate practice, immediate feedback, gamification). Platform analyzes typing patterns, identifies weaknesses, recommends targeted exercises, and tracks progress over time. Evolved from the client custom solution to commercial product at type.tdy.ai.
Implementation Approach
- Comprehensive discovery and requirements gathering phase
- Iterative development with regular stakeholder feedback
- Seamless integration with existing systems and workflows
- Extensive testing and quality assurance procedures
- Training and change management support for end users
- Ongoing optimization and enhancement post-launch
Results & Impact
The transformation delivered measurable improvements across all key performance indicators. Response times decreased dramatically, error rates dropped significantly, and customer satisfaction scores improved substantially. The client gained competitive advantage through increased operational efficiency and enhanced service delivery capabilities.
Competitive Advantage
Typing courses teach fingers. We teach call center professionals. Our platform understands the difference between typing a novel and navigating CRM fields while talking to an irate customer. Context-aware training produces real-world results.
Ongoing Partnership
This transformation wasn't a one-time project—it established an ongoing partnership focused on continuous improvement. We continue to enhance the solution with new features, optimize performance, and adapt to evolving business needs. Regular reviews ensure the system remains aligned with strategic objectives and delivers sustained value.
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