Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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For me using the Observe.AI is the fastest way of evaluate my Agents.
What do you like best about the product?
That all the information you need is in one page. i like the way i can handle my calls, they way its organize , and the way its show me what i need to find and how i like it. is the most important program right now for us. because it has everything we need to do our job.
What do you dislike about the product?
So far nothing.i like everything. for me is good. i think that this program makes things better than before.
What problems is the product solving and how is that benefiting you?
Its way of finding what we need fast.
The Auditory is more easy to create.
*Finding error in the calls.
*Finding what the agent are and are not doing.
The Auditory is more easy to create.
*Finding error in the calls.
*Finding what the agent are and are not doing.
Recommendations to others considering the product:
100% because it's make my job easy.
Observe.AI is very user friendly. The work flow is well organized.
What do you like best about the product?
I love that I can listen to the call, I can read what the consumer said and submit the evaluation in the same system.
What do you dislike about the product?
I don't like wrong redaction.
For example: when it redact account number, phone number, and any other type of number.
For example: when it redact account number, phone number, and any other type of number.
What problems is the product solving and how is that benefiting you?
having to listen the call several times because the consumer speaks very low and can submit the evaluation in the same system.
Recommendations to others considering the product:
I recommend to use Observe.AI because because your job can become easier.
Very organized and easy to use
What do you like best about the product?
It is a very organized and friendly to use software.
What do you dislike about the product?
Sometimes the transcription is not as accurate.
What problems is the product solving and how is that benefiting you?
As a team, we're able to make sure agents are following the proper compliance process when assisting customers.
Very Intuitive and User Friendly Tool
What do you like best about the product?
Its User Interface and Customer Service.
Fairly strong AI Engine
Fastest Speed to tool deployment across all the vendors
Tool is pretty inituitive to use and can be used by People who have no Analytics background at all to cater to their needs.
Team is great, full of energy and always ready to help.
Fairly strong AI Engine
Fastest Speed to tool deployment across all the vendors
Tool is pretty inituitive to use and can be used by People who have no Analytics background at all to cater to their needs.
Team is great, full of energy and always ready to help.
What do you dislike about the product?
1) On Prem Setup is not available, which becomes little tricky to manage at times.
2) Very Limited Language capability, which is not a big concern for me at the moment, but at some point this will become challenging becoz of the clientele we cater to
2) Very Limited Language capability, which is not a big concern for me at the moment, but at some point this will become challenging becoz of the clientele we cater to
What problems is the product solving and how is that benefiting you?
1) Reduction in AHT
2) Quick Insights in terms of how are agents are performing
AHT Reduction trends are visible with decline in Non Value Add activities like Silence and Hold, overall Call duration remaining same. We have projected 3% HC reduction within 1st 2 months post the systems Go live and are on the way to achieve it.
2) Quick Insights in terms of how are agents are performing
AHT Reduction trends are visible with decline in Non Value Add activities like Silence and Hold, overall Call duration remaining same. We have projected 3% HC reduction within 1st 2 months post the systems Go live and are on the way to achieve it.
Easy QA and Voice Analytics Platform at your fingertips
What do you like best about the product?
Easy to set up and easy to use QA and speech analytics platform. Great team to work with and customise for use cases for each client
What do you dislike about the product?
Transcription accuracy when handling regional dialects is lower than when calls are in English but the comparitive scores are higher than other tools
What problems is the product solving and how is that benefiting you?
We are solving FCR, NPS increase and identifying opportunities on non sales calls. We are in the early stages of implementation and are finding out the benefits of not having QA for conformance
We´re successful with speech analytics from Observe, today and very proud of the teamwork built.
What do you like best about the product?
The presentation of the project, the onboarding process, support 24/7, cutting edge technology, CSM team, and the availability, and service of the whole Observe team.
What do you dislike about the product?
Escalations to India´s team take long times.
What problems is the product solving and how is that benefiting you?
Agility, coverage improvement to monitor QA, flexibility to monitor different fronts of interest in the campaings with moments, Observe really bring insights.
Love the advance approach to Quality Management through powerful use of AI.
What do you like best about the product?
Very intuitive tool, and great partnership with Observe AI.
What do you dislike about the product?
I wish the machine learning process was faster :)
What problems is the product solving and how is that benefiting you?
With Observe AI we will be see more QA adoption with our team leads as it will reduce the amount of time spent listening to phone calls.
Recommendations to others considering the product:
If your leads are overwhelmed with day to day operations that make consistent QM an issue, Observe AI has helped us identify opportunities for efficiency and QM.
QC Analysis
What do you like best about the product?
Delivery of attentive and friendly client support.
What do you dislike about the product?
Incorrect transcription of proper nouns.
What problems is the product solving and how is that benefiting you?
Rebuttals have decreased substantially.
Analysts are delivering evaluations quickly and efficiently.
Analysts are delivering evaluations quickly and efficiently.
Recommendations to others considering the product:
Observe AI executives are engaged and fully committed. They sincerely desire to meet your business needs.
The support has been phenomenal. They are always there when needed.
What do you like best about the product?
How involved they are with your usage. The time that they are willing to put in ensuring that the product is a great fit and benefiting you is awesome! Observe doesn't just care that you're a customer, they care that Observe is helping you grow your business.
What do you dislike about the product?
Some glitches with the system have set us back a little bit/taken a bit of time to troubleshoot.
What problems is the product solving and how is that benefiting you?
We are solving the problem of needing an efficient way to score, coach, and evaluate our team. The benefit of have AI as part of your software has really increased the productivity of our evaluation.
Recommendations to others considering the product:
Get it - it's ease of use and friendly support is top notch. The turn around time on request is very quick. If something needs trouble shooting it is handled efficiently and with a with a sense of urgency.
The Observe AI tool has been of great help in driving improvement in customer experience.
What do you like best about the product?
The Observe AI tool has helped me greatly in reducing the time that I take to evaluate the calls, the moments that pinpoint the exact time that a key aspect of the interaction was completed as well as the transcript decreases the possibility of having to relisten if I forgot to highlight something on the call. The Analyze tab helps me to track an agents trend based on the words spoken on a call, which can then be "nipped in the bud" during coaching and being proactive before it becomes a client complaint.
What do you dislike about the product?
The only areas lacking are reporting and live monitoring.
What problems is the product solving and how is that benefiting you?
The tool has helpful in improving the quality scores as the moments from all the calls the agent has taken as well as the calls evaluated provide a great trend analysis that is incorporated in coaching sessions. The consistent and more in debt feedback from these sessions have shown the agents improving.
Recommendations to others considering the product:
The Observe AI tool is great option to consider when looking into the speech analytics industry. The staff is reliable, always checking in and do their best to satisfy the needs of their clients. The tool itself has variety for tracking just about any occurrence and is always learning; therefore, providing more accurate analysis. It will save you time that can be better used developing agents rather than scoring them continuously and the coaching sessions held can be more detailed to drive improvement based on the information that the tool gathers for you without having to listen to every call taken,
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