Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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Observe.ai Review
What do you like best about the product?
The functionalities are good and the search engine works alright. I evaluate Medicare Advantage calls with this tool and having multiple options to search is convenient.
What do you dislike about the product?
The transcriptions needs a lot of work. In my field, there are times that we work with multiple tools and it would be convenient if there is a way to collectively have connected calls. The system is glitchy at times and I don't know if this is a problem with assurance but sometimes the uploads are incomplete.
What problems is the product solving and how is that benefiting you?
The convenience of being able to edit and review the evaluations that we do is very convenient. Having this information firsthand has helped a lot with calibrations within our team and has kept us informed of the errors tha we have.
Recommendations to others considering the product:
The accessibility is amazing. As per firsthand testimonies, administration of the system is particularly easy. Very user friendly and each of the features serve a very specific purpose.
FEEDBACK FOR OBSERVE.AI
What do you like best about the product?
What I like best in Observe.AI is that it is a user-friendly tool. It is very convenient to use and everything is accessible. Overall, It is a great tool to use.
What do you dislike about the product?
I don't have any dislikes in this tool, however, I am still struggling in looking for the call backs, but I believe that learning to use the tool will help me navigate the tool effectively.
What problems is the product solving and how is that benefiting you?
For now, I am still struggling to look for the call backs, but learning and familiarizing the tool more will help me use the it well and effectively. In contrary, the benefits I've realize in using this tool is that it is very convenient to use even though I am still new in using this tool, aside from that, I can view my work and my colleagues evaluations result which will also help me improve my evaluations in the future.
Disruptive technology
What do you like best about the product?
Easy to use. Availablity of a Data Out API.
What do you dislike about the product?
I don't dislike anything but there may be some opportunities for improvement. e.g. the ability to create a moment out of two moments
What problems is the product solving and how is that benefiting you?
We help our customers provide more visibility into the customer calls they're getting by building key moments that are of interest to our customers to track performance or minimize risks
Helpful Info to help with agents
What do you like best about the product?
listening to the agent's calls- I feel it helps them with how they sound and what to work on.
What do you dislike about the product?
Fails , but it helps with the things that I failed on to get them corrected
What problems is the product solving and how is that benefiting you?
to get 100%- helps with the fails
Recommendations to others considering the product:
It is really helpful for me to help my agents
A tool which has all the required information in a Balanced and Complete form.
What do you like best about the product?
I felt the words and phrases headers are the cool ones. I like the way we can search with the words and phrases agents or customers use of words. It gives us detailed information about the customer's reaction to the agents or vice-versa.
What do you dislike about the product?
I am still learning and trying to understand the different headers so I cannot say that I dislike the product yet. I think with the passing days I will have more to say.
What problems is the product solving and how is that benefiting you?
We hear calls for an agent with specific cases which requires any attention. We can see whether the information provided was correct or not. Also, if there is any specific customer who is not happy we can reach out to them and try to resolve the issue.
Make my job easier
What do you like best about the product?
Have the opportunity to recognize more moments
What do you dislike about the product?
Improve the specific words marked on the call
What problems is the product solving and how is that benefiting you?
The script help me to have a better concept of what happened on the call
Recommendations to others considering the product:
Nothing
Excellent Partner
What do you like best about the product?
Collaboration, strong partner who truly cares about our helping our business, people and customers succeed.
What do you dislike about the product?
Not a dislike, but an opportunity to continue expanding feature functionality. Based on experience so far, no doubt that will happen.
What problems is the product solving and how is that benefiting you?
Create stronger data and analytics that we can use to drive CX and EX as well as Client stickiness
Affordable gong-alternative for high volume call centers
What do you like best about the product?
Once integrated, observe as helped us identify calls which met certain criteria by keyword, automate elements of our call QA process and have helped our compliance teams review calls quickly and easily.
What do you dislike about the product?
Like all translation services, the system learns over time and doesn't always transcribe technical terms correctly, so they don't appear in search. We also had a difficult time connecting the system to our telephony and historical call recodings.
What problems is the product solving and how is that benefiting you?
Call recording, transcription, redaction, call QA and record management. We wanted to move away from Gong (cost) since we have a high volume of calls and wish to retain them.
GREAT APPLICATION FOR COACHING
What do you like best about the product?
the ability to access any and all of the sales reps calls at anytime of the day. to be able to coach my team and give them feedback
What do you dislike about the product?
i find it very very easy to use and have no problem figuring it out if i have to
What problems is the product solving and how is that benefiting you?
coaching my team to success - making sure they are following the process
Recommendations to others considering the product:
I love this for the employees - just to have feedback for them - to protect our employees as well
My Obseve AI Experience
What do you like best about the product?
The ability to transcribe conversations reduces the amount of workload an evaluator does in completing an assessment as keywords that can serve as interaction indicators can easily be searched rather than listening to the full length of the call.
The Reporting Dashboard view also allows a myriad of reporting options depending on the client needs.
The Reporting Dashboard view also allows a myriad of reporting options depending on the client needs.
What do you dislike about the product?
Building up Moments can be time-consuming but OAI has sufficient resource guides and persons that can provide insight and assistance to make this seamless and seemingly easy.
What problems is the product solving and how is that benefiting you?
OAI allows us to have an immediate view through key Moments if the business is heading in the right direction - allowing our Operations support to immediately address issues once they appear.
Recommendations to others considering the product:
I am not sure if there are any other competitors out there that offer the same or even similar services, but OAI should be the go-to for any business that has a voice-communicating customer base.
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