Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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QC team lead
What do you like best about the product?
The transcription and able to locatecall
What do you dislike about the product?
There are no dislikes to the systemgreat.
What problems is the product solving and how is that benefiting you?
It gives the call in a quick process and makes the grading simpler.
Recommendations to others considering the product:
Awesome navigation and word search.
Great Tool!
What do you like best about the product?
I enjoy the mood portion; this helps us know what we need to improve on, and the scorecard is a great feature. I find it very helpful that there is a coaching option as well.
What do you dislike about the product?
This isn't a dislike, but I would like the option to be able to have two scorecard options in one. A call that is maybe five minutes or so, then gets transferred the scoring, then goes in the name of the last person.
What problems is the product solving and how is that benefiting you?
I can coach my team on how to wrap up a call and to avoid dead air, have them explain to the caller know what they are doing to serve the caller.
Moxie PC and Observe
What do you like best about the product?
The ease of use for my quality assurance team.
What do you dislike about the product?
I have nothing bad to say about Observe.Ai.
What problems is the product solving and how is that benefiting you?
I have been able to listen to a higher volume of calls and specifically pick what I am listening to and Observe will find it.
Great product with many benefits
What do you like best about the product?
Friendly interface
Great Customer Service
Evaluations, Coaching, and Comments
Ability to customize scorecards
Quickly perform audits
Ability to pull calls based on keywords
Great Customer Service
Evaluations, Coaching, and Comments
Ability to customize scorecards
Quickly perform audits
Ability to pull calls based on keywords
What do you dislike about the product?
Not being able to break it down by agent once you have created your team.
What problems is the product solving and how is that benefiting you?
Before Observe.AI we were manually having to pull each call and fill out a scorecard we built in excel. This product has allowed us to quickly pull calls and score them and then review and coach our team.
My experience using Observe.AI has been a great one! This software is super easy to navigate.
What do you like best about the product?
I looooooove the moments! I love that we can create moments then quickly grade those areas on the evaluation form. I also love the coaching feature, which allows you to track follow-up and progression. We have tripled in evaluations completed per month after we started using Observe.AI!
What do you dislike about the product?
I currently don't have any dislikes about Observe.AI.
What problems is the product solving and how is that benefiting you?
I can manage compliance and customer satisfaction better than ever before. I'm also able to grade calls more efficiently. Coaching and feedback are also effortless to operate with Observe.AI, and everything is in one spot for each Expert when it's time to review.
Recommendations to others considering the product:
GET IT!!! I promise you will not be disappointed.
Organized, and easy to use!
What do you like best about the product?
I like that it is easy to filter and find specific calls quickly.
What do you dislike about the product?
The moments captured in calls isn't always accurate.
What problems is the product solving and how is that benefiting you?
It is helping me monitor and evaluate the call center, making sure they are maintaining the highest level of quality to our customers.
I love using this tool for coaching
What do you like best about the product?
we can narrow down our search depending on what we are looking for
What do you dislike about the product?
the only thing I dont like is sometime the transcripts dont match the calls
What problems is the product solving and how is that benefiting you?
it's easy to see what may be causing high call volume, for example, how many calls are we getting relating to W2's
Excellent platform and communication
What do you like best about the product?
An easy to use interface, making grading and coaching easier
What do you dislike about the product?
Language translation would be an added bonus
What problems is the product solving and how is that benefiting you?
Working out how to pull our info with an API call into other platforms, we've been able to provide a faster workflow to grading however
Recommendations to others considering the product:
Reach out to your RM as their communication is excellent!
Great product to help with my daily QA
What do you like best about the product?
The most helpful thing is that you can see where the audio/speech starts and ends for both the agent as well as the caller. I think it's super easy to use. You can make your own scorecards. I like that it syncs with Talk Desk. You can also customize what you need. The developer team checks in with our team to be sure that we have everything that we need, as well. When listening to the calls, there are little to no glitches, so it's super effective for what I need to use it for with my role as a Quality and Efficiency Analyst. I enjoy helping correct the transcriptions, as well. You can tell the AI that the transcription is incorrect and add the reason as to why it's incorrect, type out what it should say instead. Observe AI allows for great visibility when it comes to feedback for agents. I don't get a chance to be face to face with the agents that I am currently grading, but the feedback I provide with our scorecards goes directly to their managers and they are the ones who get to coach the agents. I like that there is currently a "beta" mode for Coaching, as in not actually grading the agent's call but any time there's additional things that are pointed out by other agents in our company, I can go to that section to provide additional feedback for the agent on what they missed, or what they maybe need more coaching on.
What do you dislike about the product?
The transcription is a bit wonky. Granted, nothing will be perfect, but sometimes it is WAY off. Other than that, I don't really find many things yet that I dislike.
One thing I would like them to add is a "workflow" possibly, instead of quality agents needing to manually pull calls to listen to, there could be a way to have either daily or weekly workflows with calls that are populated into the workflow.
One thing I would like them to add is a "workflow" possibly, instead of quality agents needing to manually pull calls to listen to, there could be a way to have either daily or weekly workflows with calls that are populated into the workflow.
What problems is the product solving and how is that benefiting you?
I've been able to successfully bring up our overall QA scores by effectively monitoring with ObserveAI.
Recommendations to others considering the product:
I would definitely recommend using this product if you are looking for a new effective monitoring system for quality assurance purposes. Easy to use, detailed but not overwhelming.
Great Experience with Observe.AI
What do you like best about the product?
The ability to text search the calls to our call center has been a game changer. This allows me to quickly parse thousands of calls for specific verbiage. The ability to more quickly and efficiently score our calls for quality assurance has also been a huge plus.
What do you dislike about the product?
It can take a some time to help the software learn and we do get some false positives for some of our moments. That being said, these are very minor inconveniences against all of the conveniences that that software gives us.
What problems is the product solving and how is that benefiting you?
Again the ability to parse through the text rather than listening to hours of speech has been great. as far as scoring a call for quality assurance, it now takes about half the time for each call.
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