Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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Very good program
What do you like best about the product?
I like that we can review our calls whenever we need to. One can read along with the call; it is mostly pretty accurate. There may be some missing words here or there, but you have to understand that sometimes the program does not pick up what is being said. The more and more I use it, the more and more I find something helpful that I can use to better my calls.
What do you dislike about the product?
The part that I personally dislike about Observe.AI is that sometimes there may be a mixup in who was speaking. I could have said something, but it states that the caller said it. Or vica verca. The program will also record dead air even when there is someone talking and not having dead air.
What problems is the product solving and how is that benefiting you?
The problem that is being solved with this program is that we can go over what the call was about. We can then try to find areas where we are having an issue and find a way to correct this on future calls.
Great tool where the layout is easy to use and simple enough to build out the moments.
What do you like best about the product?
The fact that their team takes care of the code behind the speech analytics tool. We just input the phrases and they take care of the rest. Previously we had to input the syntax code ourselves which was a hassle.
What do you dislike about the product?
The advanced moments not having the ability to use timing to pull the exact language we need and they lack the "not near" logic to avoid specific phrases linked to other words.
What problems is the product solving and how is that benefiting you?
They are helping us find the route to convert confused, complaining, and escalated customers to satisfied/repeat customers. We have just begun this study so we haven't been able to quantify in ROI what we've built so far. But it is in the works and looks great so far.
Observe.AI has made interaction analytics easy for us
What do you like best about the product?
The ease of use is unmatched. I have worked on more complex platforms, Observe.AI does the heavy lifting for you so you can focus on the insights.
What do you dislike about the product?
Some parts of the platform are not as mature as others. I do not like the lack of repeat call journeys, customizable moments, and customizable proximities.
What problems is the product solving and how is that benefiting you?
What drives our customer confusion, escalations, and complaints
It has been able to help us be fast at QA
What do you like best about the product?
We are faster at doing our QA evaluations. Centralized location for most common mistakes on evaluations.
What do you dislike about the product?
There were a lot of things promised before we signed contracts that still haven't been delivered 18 months later and now the prices for those things will go up. We were told we would have emails and chats in OAI by 2/2021 and we just got chat but still no email and we will have to pay for a multichannel license. I think it should have improved analytics to show more trends proactively instead of us having to make all the moments.
What problems is the product solving and how is that benefiting you?
There are some analytics it can do on 100% of the interactions flowing into OAI instead of a person listening to a small sample size of calls each week.
Easy to use & helped drive results
What do you like best about the product?
User Friendly Product that has help drive quality improvements with my call center staff and saved hours of monitoring calls manually allowing us to identify key areas to focus improvement efforts on.
What do you dislike about the product?
Need to line up the correct experienced resources from the start of the project.
What problems is the product solving and how is that benefiting you?
Identifies short comings and missed script opportunities to coach agents on quickly.
Feedback
What do you like best about the product?
It's very helpful because it makes my work easier than before, it's tools are very effecient and useful. I will definitely recommend this to my other workmates. Thanks!
What do you dislike about the product?
What I dislike about Observe.AI is the part where it suggest NO but it should be YES it's a little hassle and a waste of time, it takes a lot of time especially in reasoning out why it should be YES rather than NO.
What problems is the product solving and how is that benefiting you?
The Observe.AI is solving the problem of the agent. It helps monitor the Medicare if the agents are adhering to proper verbatim statements, also, it is benefeting the company by helping agent spot there error.
Feedback for Oberve.AI
What do you like best about the product?
The best in using Oberve.AI is that by having a transcription. It finds easier for me to review calls because of the transcription. And also it makes my Job easier
What do you dislike about the product?
Sometimes when the transcription is not conplete so I need to use another tool for me to listen to the calls completely but so far using Observe.AI makes my Job easier
What problems is the product solving and how is that benefiting you?
When sometimes I am evaluating calls using a different tool and its not Complete so I need to use Observe.AI for me to completely evaluate the call and it makes my Job easier
Observe. AI ASSURANCE : " The Game Changer "
What do you like best about the product?
What I’m amazed about this tool and makes it beneficial because it’s a one in all tool. From the recorded call down to the transcription to the evaluation form all in one and you could multi task it even not using other window. All in one screen and your work is done flawlessly. It really helps me to evaluate the calls more accurately and more define. The words that we are confused on the calls are transcribe which help us to see and evaluate accurately.
What do you dislike about the product?
The only thing that I can say that I dislike about the tool are the late data’s and unfished complete call flow (not including callback). This somehow delays our OAI uploads and sometimes weeks it takes for the data to be upload. But this happens often so considerable.
What problems is the product solving and how is that benefiting you?
The only problem that I’ve been experiencing with the tool is the data and somehow the complete flow of the call. Some data cannot be seen on the week that we need to evaluate it and are uploaded week after and longer may take weeks. The data that should be inputted the day may be done on the next succeeding days. With regards to the call, some doesn’t have the complete call flow which some hour calls only the 40 minutes recorded call are present on the OAI.
Recommendations to others considering the product:
Basing on what I’ve seen and first hand experienced, Observe.OAI is a go to tool for everyone. I high recommend this to other companies and folks to open and make use of this multi-tasking tool which gives more easier way to complete task with accuracy and quality. Make use and explore of every aspect that the tool can offer. It really changed the game.
Observe.AI is very convenient to use for evaluation especially for a quality assurance.
What do you like best about the product?
It has clear trancription and good audio.
What do you dislike about the product?
sometimes the call is not complete and there are missing part of the call.
What problems is the product solving and how is that benefiting you?
It helps me do my task easier and faster.
Recommendations to others considering the product:
I hope Observe.AI will continue to grow and help us do our job easier.
Observe.AI is very convenient to use. Although, it needs more updates to make it perfect.
What do you like best about the product?
Since I do call auditing, I love how it identifies agent and shopper in the transcript. But since this tool is not that perfect yet, I also use Assurance web to cross-reference.
What do you dislike about the product?
There are times that some calls are incomplete in this software and I needed to use a secondary tool to continue auditing my assigned call IDs. I would suggest that the developers work on making updates for this to make this tool perfect for my job as a Quality Auditor.
What problems is the product solving and how is that benefiting you?
Observe.AI is very usefool when our secondary tool is not working properly as it should. When issues occur on other tool that we use, Observe.AI makes us continue do our job without compromising our productivity at work.
Recommendations to others considering the product:
No recommendations at the moment.
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