Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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Useful tool that provides deeper insight into customer sentiment where surveys fail to do so.
What do you like best about the product?
Ease of use and search capability for 'moments'.
What do you dislike about the product?
For calls, I do not like that we cannot download a call recording directly from OAI.
What problems is the product solving and how is that benefiting you?
Gaps in Customer Support agent training and areas of improvement for products and processes. Benefits have been improving our customer's experience.
Recommendations to others considering the product:
This is a must-have. Customers don't always fill out a survey -and surveys don't always pick up on customer sentiment and provide a deeper view reflecting opportunities for improvement.
Daily User
What do you like best about the product?
I enjoy seeing segments of each call and their transcriptions and having the ability to play back specific segments of each call so easily.
What do you dislike about the product?
I would say that integration has been the most challenging aspect for me. Fortunately, Observe is quick to resolve any issues that do come up.
What problems is the product solving and how is that benefiting you?
Using Observe Ai has helped increase my productivity. I have all of the tools and resources I use most frequently within one platform, and I'm able to track my data and productivity at a glance.
Observe Helpdesk Review
What do you like best about the product?
One of the primary points of use for us is the ability to review calls and also read transcripts. The scoring functionality available for your QC\QA team is also beneficial, and the auto-suggested ratings is a very solid feature.
What do you dislike about the product?
Transcription response rates could also be faster.
What problems is the product solving and how is that benefiting you?
We've had significant benefits gained from the ability of agents to both listen to and read their calls, as well as the Leaderboard feature.
Recommendations to others considering the product:
If you're seeking a quality employee enhancement suite, as well as tools that allow you to search specific instances of occurrences via phone or chat, this is it.
Quick and easy to learn to use.
What do you like best about the product?
Easy enough to give coaching sessions. im new to observe and still learning as i go.
What do you dislike about the product?
Transcripts are not always correct. so when giving coaching sessions, it makes it a bit odd when reviewing the calls with other reps.
What problems is the product solving and how is that benefiting you?
Observe is allowing us to show our reps exactly where they need improvement and the call to action doing so.
Recommendations to others considering the product:
if you have any questions you can go to the help desk and it answers questions in detail. wonderful!!!
Observe .AI
What do you like best about the product?
The ease of the program. It's very user-friendly.
What do you dislike about the product?
The retraction and that it can not pick up and full interpret ceratin phrases/words,
What problems is the product solving and how is that benefiting you?
Performance and quality from our agents.
I like that we can pinpoint the exact location of the call needed for review.
I like that we can pinpoint the exact location of the call needed for review.
Observe
What do you like best about the product?
The UI is easy to navigate. and I find that I can find calls quickly
What do you dislike about the product?
The machine learning of insurance terms is slow.
What problems is the product solving and how is that benefiting you?
I use it for training and quality control of my team
Recommendations to others considering the product:
Ask the sales team to go deeper into the system as it has many tools
Unrivaled levels of insight to our customer interactions!
What do you like best about the product?
The best aspect of Observe.AI for our business is the ability for us to review 100% of our customer interactions. This has not only allowed us to coach and develop our agents but also enhance our SOPs and business models to adjust to the current needs of our customers.
What do you dislike about the product?
For our business, the biggest challenge we have faced is the integration of Observe.AI with our current telephony system. The delay of transferring the data doesn't allow us to use the platform in real-time and this limits our ability to use all aspects of the system.
What problems is the product solving and how is that benefiting you?
We use Observe.AI to identify trends and changes in our overall business based on the contact topics, customer comments, and requests. Additionally, as a rapidly growing business, we use the platform to coach our agents on their customer interactions, product knowledge, and other key contact points.
Recommendations to others considering the product:
I would strongly recommend Observe.AI for any contact center team looking to get a holistic view of their business, customer contacts, and team performance. The platform has allowed us to understand our business in more dynamic ways and make immediate changes to our processes and approach. Observe.AI has allowed us to both identify trends as well as confirm hypotheses through analytics. Prior to having the platform, the effort to complete this work was extremely time-consuming and didn't often produce accurate results.
Easy to use
What do you like best about the product?
The call recordings are easy to access, and coach on
What do you dislike about the product?
Transcribing of the calls could be better but I realize that is hard to do.
What problems is the product solving and how is that benefiting you?
I Like this program for it's ability to evaluate and coach our partners on their calls, along with searching for calls that are needed for business reasons,. The people at Observe.AI are easy to work with and always answer questions I have in a timely fashion.
Very easy to use and evaluate your ICs
What do you like best about the product?
I can provide coaching sessions and evaluate my ICs quickly. We can locate meaningful calls worth considering in an effortless manner using the attributes.
What do you dislike about the product?
I haven't found anything I dislike yet regarding the product itself.
What problems is the product solving and how is that benefiting you?
We are able to find areas of opportunity for our ICs when they are on the phones with our clients. We can quickly pinpoint things said incorrctly and point out positives from the call.
Love Observe.ai
What do you like best about the product?
I love how effortless Observe.ai makes it for us to work with them. Their whole team is very customer service-driven, resulting in a very positive experience across our team. Rob is very good at articulating multiple explanations/definitions of a business process into an easy-to-understand and straightforward output that satisfies all parties involved. He goes above and beyond to ensure he has the correct understanding of what we are trying to achieve, and he has exceeded our expectations throughout the implementation process. I have worked with quite a few other individuals at Observe.ai since the inception of this project. First, with Anant and Ben, who in such a short amount of time became like friends. Andrew in engineering, who worked diligently through the implementation process, and last but not least, Shak, our Customer Success Manager, who is perceptive, likable, and fits in very well with our team. Hats off to Observe.ai for putting together such a top-notch team.
What do you dislike about the product?
Not a dislike, but it would be nice to see the dashboards represented in graphs.
What problems is the product solving and how is that benefiting you?
We needed to identify business drivers and be more proactive regarding our customers' needs. We are just beginning to use Observe.ai and are very excited about the insights we think we will gain from the data. Ask me again about the realized benefits a year from now.
Recommendations to others considering the product:
Make sure to get real-time examples of transcription accuracy and research to what extent the vendors you are considering use AI. We were disappointed in the outcome of both with previous vendors who did not deliver as promised. That is not the case with Observe.ai, they have exceeded our expectations.
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