Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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Informative and Insightful for our business.
What do you like best about the product?
The team at Observe AI was a pleasure to work with. They were very thorough and willing to assist no mater how small or large the task was. Their guidance and expertise was evident in our implementation of Observe AI.The ability to share evaluations, coaching, comments, and the call itself all in one place is both beneficial for agents and time saving for the our supervisors.
What do you dislike about the product?
Extracting data and reporting needs to be better.
What problems is the product solving and how is that benefiting you?
Evaluating 100% of calls makes it easier to give feedback to agents, also being able to spot trends of why customers are calling in.
Recommendations to others considering the product:
Very easy and simple to use. Also the staff at Observe.AI is like no other, they care about you succeeding using their product.
Quality Analyst
What do you like best about the product?
I like the ease of use. I like that I am able to sort through calls easily.
What do you dislike about the product?
I wish I could sort calls by language or that there was an indicator of language.
What problems is the product solving and how is that benefiting you?
It's quick and efficient. Even if the chat transcripts arent 100% accurate you are able to easily find the portion of the call you are looking for.
Recommendations to others considering the product:
Observe Ai is a great way to listen to calls. It is easily accessible and can be easily filtered to narrow your search.
Great platform/Product! Would recommend to anyone! A++++
What do you like best about the product?
Observe.AI has made my life easier when it comes to reviewing calls for quality and also for training. The platform is very user friendly and the options and features exceed my expectations. Eric and his team are super easy to work with and very supportive! I also really appreciate the fact that the support team is there with you every step of the way, I don't feel lost and I don't feel like they are leaving me to figure out things on my own. Eric helps me realize new needs and opportunities every time we speak.
What do you dislike about the product?
I can't really say I dislike anything at this point, it has made my life much easier and I am very satisfied with the product itself and also the support I receive from Eric and his team.
What problems is the product solving and how is that benefiting you?
Observe.AI is helping me manage my quality and compliance requirements with ease. I've realized that with AI we can evaluate and review more calls in a more efficient and timely manner. It's hard to believe it was done any other way before. I've also come to realize that with the continued support we receive on a regular basis they have helped identify new solutions and new and better ways of doing things that make our job much easier.
Recommendations to others considering the product:
Definitely consider using their platform/product as you won't regret how easy it is to setup and implement. The support is amazing and they will be with you every step of the way and will work on meeting all of your requirements and you will even find they will help you discover new needs that you did not even realize before!
Speech analytics technology to ease the day to day monitoring.
What do you like best about the product?
Easy to use, user friendly, customizable and reports are graphic.
What do you dislike about the product?
Somehow the system does not transcribes accuratelly 100% of the call, there isn't an option to separate caller from receiver yet (however it's one of the improvements we want to see soon.) the implementation could be more smooth
What problems is the product solving and how is that benefiting you?
Evaluate 100% of calls and make the feedback in realtime. Minimize the errors.
Increase customer experience, first call resolution and bundled sales while decreasing AHT
What do you like best about the product?
* Easy to use platform
* Installation and implementation is days not weeks
* Speed and flexibility in creating "moments," which is the base for the scoring
* The benefit is limited to the imagination
* Every single calls is "graded" through EVALUATIONS module
* Seconds to find a call (s) to handle an escalation
* A compelling scoreboard and leaderboard where there is NO subjectivity
* Installation and implementation is days not weeks
* Speed and flexibility in creating "moments," which is the base for the scoring
* The benefit is limited to the imagination
* Every single calls is "graded" through EVALUATIONS module
* Seconds to find a call (s) to handle an escalation
* A compelling scoreboard and leaderboard where there is NO subjectivity
What do you dislike about the product?
There is nothing that I dislike, however, I would like to see the following:
* Calls are "ingested" live without a delay
* Text message and/or email Analytical Review
* Calls are "ingested" live without a delay
* Text message and/or email Analytical Review
What problems is the product solving and how is that benefiting you?
* Generating bundled sales by being able to focus on valuation, automobile relocations, and packing, thereby increasing revenue.
* Customer escalations are resolved with the data on what actually happened on the call(s) in seconds
* Each employee can self coach and see their own data and the data of others
* Customer escalations are resolved with the data on what actually happened on the call(s) in seconds
* Each employee can self coach and see their own data and the data of others
Recommendations to others considering the product:
This is an amazing platform, however, a car does not drive by itself. You and your organization MUST be committed to not only using it, however, also modifying employee behavior based upon it.
The "Analyze" feature has changed the way we audit calls
What do you like best about the product?
Two features: Analyze and Explore. I do like both features because it helps a lot with the efficiency and accuracy when capturing what both (Customer and Agent) are saying.
What do you dislike about the product?
When switching over different teams, the filters do not keep/stay selected.
What problems is the product solving and how is that benefiting you?
Negative sentiment from Customers, incorrect payment procedures, Agents not using scripts for specific policies.
API doc of Observe
What do you like best about the product?
The clarity and precise of the API documentation is quite good. It is easy for testing and implementation in Postman and other Python environment. Following the API doc steps, it is very easy to set up the test API.
What do you dislike about the product?
No error examples are in the API. It can be helpful to list several error code or the range of fields. This will further help avoiding errors in deployment.
What problems is the product solving and how is that benefiting you?
Trying to use the API to retrieve data of agent talking script. The API provides the content of agent-customer dialogue, which contains informative features to later business analysis and modeling work.
Recommendations to others considering the product:
Observe.AI is doing great in speech recognition. Their product is a API that helps our team to extract insights from dialogue between agents and customers.
The translation is not 80% correct.
What do you like best about the product?
It helps to improve the way that we evaluate the call
What do you dislike about the product?
The translation is not 80% correct. we need a quick report the same day
What problems is the product solving and how is that benefiting you?
We are reporting by Snippet report in Obseve.AI
Recommendations to others considering the product:
Can we have the option to export the reports into Excel
Recommendation
What do you like best about the product?
I like being able to see results within seconds and the ability to drill down to the granular detail
What do you dislike about the product?
Not being able to sort by columns for all filters. For instance on the Leaderboard you can only sort by certain headers. As you add columns you still can't sort
What problems is the product solving and how is that benefiting you?
Hope to help the AHT rather quickly on identifying those outliers along with call control.
Recommendations to others considering the product:
The team at Observe AI was a true delight to work with. They were very assessible and willing to assist no mater how small or large the task was. There guidance and expertise was evident in our implementation of Observe AI.
Really amazing tool that can generate tons of insight which is very useful for the bussiness
What do you like best about the product?
i like how we can customize the moments created and see a quick insight using the scorecard dashboard.
What do you dislike about the product?
i dont like how the date is formatted in raw data, it give us a hard time to manage the data.
What problems is the product solving and how is that benefiting you?
we have done AHT analysis and Sales Use Case and it help us to save more money for the business
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