Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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Relationship built upon understanding of business needs and ability to meet business wants
What do you like best about the product?
Partnership and collaboration to talk through questions and work the problem not solve the problem
What do you dislike about the product?
Needs color a lot of grey scale, black on white typing
What problems is the product solving and how is that benefiting you?
Getting data to change buiness
Recommendations to others considering the product:
What questions are you NOT asking that OAI can answer
What do I not know
What do I not know
Great components of evaluation of calls.
What do you like best about the product?
Customizable evaluation forms and gathering all of it for coaching sessions
What do you dislike about the product?
Agents should be able to get an email , pdf o rreport of their eval results and coaching session form.
What problems is the product solving and how is that benefiting you?
Agent performance and quality of calls
Very Good Experience
What do you like best about the product?
They go the extra mile to help their clients during the setup.
What do you dislike about the product?
Complex pulling information for our 3rd party tech to Observe AI.
What problems is the product solving and how is that benefiting you?
Call center performance review and overall insight to customers.
Value Added Service
What do you like best about the product?
We love have all calls transcribed at our finger tips. It has increased productivity.
What do you dislike about the product?
Would love to have a search box when I forget where to find information.
What problems is the product solving and how is that benefiting you?
Our productivity has increased. We can easily search through all our calls for key words and quickly identify all agents involved. It is has been life changing in the way we review calls.
These folks make it EASY!!!
What do you like best about the product?
Very responsive. Eric has been AWESOME and Rob G as well!
What do you dislike about the product?
Nothing really. This has been a very positive experience.
What problems is the product solving and how is that benefiting you?
Efficiency and production in Quality Assurance
Easy to use. it is like a one stop shop.
What do you like best about the product?
All the information you need about a call is in one place. No need to search other apps.
What do you dislike about the product?
Not able to see calls immediately. can only see calls from days ago.
What problems is the product solving and how is that benefiting you?
It saves a lot of time. It is practical and easy to use.
Recommendations to others considering the product:
It's a one-stop-shop. You can open up the app and complete various tasks. In addition, you can view all the qualities and or opportunities for improvement in one app.
Why I like Observe Ai
What do you like best about the product?
Since we have joined in with Observe Ai, we have seen a tremendous decrease in rebuttals from agents. I also appreciate that it has the capabilities to add coaching notes. There is nothing like being able to go in and verify that your team leads did actually have a conversation with the agent. I appreciate their adaptability as well. For example, there is a function where you can notate the agents' action plan, which will be a great tool to hold the agents accountable for what they promised they would work on. Observe Ai is in the process of tweaking the system to where the agents themselves enter the information under the action plan. This makes it better by eliminating the He says she says of the notes that were entered.
Another plus is that the agents that are really serious about their self-improvement can see and review their calls at any time. They can listen to them randomly or they can look at their scorecard which gives them an overview of how they are performing in certain moments or categories. they can select that bucker/ moment and it will pull up all of the calls that fit that category for them to listen to and review. I was a skeptic at first, but the more I use the tool the more I fall in love with it.
This tool has so many other functions that I can't wait to explore. It is really user-friendly as well. Tobe transparent there are some things that need to be perfected a bit more, but I can appreciate that they are ready and available to make it work as we need it to. Lisa Chong is our Rep and she is awesome. Great personality and always a joy to meet with.
Another plus is that the agents that are really serious about their self-improvement can see and review their calls at any time. They can listen to them randomly or they can look at their scorecard which gives them an overview of how they are performing in certain moments or categories. they can select that bucker/ moment and it will pull up all of the calls that fit that category for them to listen to and review. I was a skeptic at first, but the more I use the tool the more I fall in love with it.
This tool has so many other functions that I can't wait to explore. It is really user-friendly as well. Tobe transparent there are some things that need to be perfected a bit more, but I can appreciate that they are ready and available to make it work as we need it to. Lisa Chong is our Rep and she is awesome. Great personality and always a joy to meet with.
What do you dislike about the product?
I would not say that I have many dislikes as of now. Anything that we question, they are on it immediately to make it work. The transcription bot or device is learning more and more every time we use the tool. In other words, it is adapting.
What problems is the product solving and how is that benefiting you?
I may have mentioned everything in the first question.
- Getting more scoring of calls done with a smaller team.
- Giving the Trainers the access to be able to listen and score some training calls before the agents are scored by the actual QC Team.
- This in turn gives them a chance to know what they need to work on ahead of time.
- Holding Team Leads accountable by actually going in to see if they are actually coaching the agents.
- Holding agents more accountable, to review their own calls a improve.
- Getting more scoring of calls done with a smaller team.
- Giving the Trainers the access to be able to listen and score some training calls before the agents are scored by the actual QC Team.
- This in turn gives them a chance to know what they need to work on ahead of time.
- Holding Team Leads accountable by actually going in to see if they are actually coaching the agents.
- Holding agents more accountable, to review their own calls a improve.
Ingenious & Informative
What do you like best about the product?
I like that we have available access to members of the Observe AI. Initially, I was a bit lost and they took the time to hold a few conference calls to provide some clarity about the work flow and truly explain the purposes of each tab. I like the transcription of the calls along with listening to the call as proof that the agents actually stated these words or did not follow call guide protocol becasue its recorded.
What do you dislike about the product?
I dislike that there is not immediate idenitification of the customers name and phone number along with the dealership for the recorded calls. You have to lsiten to the call or decipher it form the transcript.
What problems is the product solving and how is that benefiting you?
We utilize ObserveAI to improve the call flow of agents interactions with the customers to ensure all aspects of the call are completed in the designated order as well as notations being made in conjunction with the calls. We want to improve use of the call guide and closing the call protocol.
The benefits are that the agents will not disagree with the grades of their calls because it is there for them to view. We are able to document the coaching seesions and schedule f/u for review of any improvements. We are able to compare moment buckets from just the agent to department level.
The benefits are that the agents will not disagree with the grades of their calls because it is there for them to view. We are able to document the coaching seesions and schedule f/u for review of any improvements. We are able to compare moment buckets from just the agent to department level.
An already great tool that has continued getting better over time!
What do you like best about the product?
It helps us find trends in our phone calls that would be hard to find otherwise, good and bad. It also lets proactive agents see a live log of their calls to check on their progress. We can also compare previously graded scorecards side by side to see what the individual agent is missing in order to help them improve in key areas.
What do you dislike about the product?
It can have a hard time recognizing proper nouns, but from when we started with Observe.Ai, it has improved considerably at identifying them. I was also having some trouble getting access to a certain feature but the support team was quick to help with my problem!
What problems is the product solving and how is that benefiting you?
Observe.Ai lets agents get more involved in the process of Quality Control. It also lets them see and hear exactly what they said during a phone call to reduce any agent push back. It also helps us schedule coaching sessions with agents and has a log of what we discussed with the agent so it clears up any potential confusion. With the 'Moments' that Observe.Ai uses, we can see clear statistics of what the general agent population is doing or not doing as well! It has been a great too at identifying many potential coaching opportunites with agents.
Recommendations to others considering the product:
I would say be involved with the Observe.Ai team when you are looking to partner with them. They are very open with communication and can take your ideas to add to the tool potentially or can advise you on what they have seen work with other companies in the past.
Great Tool!
What do you like best about the product?
- Can be customized to the company needs
- User friendly
-Helps the users to identify areas of improvements on their team
-Very responsive Team
- User friendly
-Helps the users to identify areas of improvements on their team
-Very responsive Team
What do you dislike about the product?
It takes some time to get the tool where it needs to be
What problems is the product solving and how is that benefiting you?
- The tool has helped my team abide by our policies and procedures, such as dead air and hold time violation
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