Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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Consistently impressed w/ timely attention to customers & AI easily customized to optimize workflows
What do you like best about the product?
Within the first two months of using Observe.ai at Whiterbbit.ai we saw increased process adherence by 12%. There is now seamless communication between management and staff to allow for positive and intentional coaching. We can easily track performance metrics and employee workflows then use that data to design more effective training programs for onboarding and continuing education. Our Customer Success Manager, Shak is consistently helping us to design the AI to fit our workflows and stay focused on improving employee performance goals. Observe.ai is the main drive behind accomplishing those goals. We have integrated scores from Observe.ai into employee bonuses and disciplinary protocols. I 100% recommend this program to improve employee performance and management workflows.
What do you dislike about the product?
The engineering team is great at fixing errors, but I wish that the transcriptions were more accurate.
What problems is the product solving and how is that benefiting you?
Employee performance was low because we did not have a timely way to review their workflows. Now that we do, we have been able to enforce a productivity standard and have seen a dramatic improvement with work quality.
Recommendations to others considering the product:
If users do not have the technical skills to navigate computer software well, it will be challenging for them to use the product
Useful tool that provides deeper insight into customer sentiment where surveys fail to do so.
What do you like best about the product?
Ease of use and search capability for 'moments'.
What do you dislike about the product?
For calls, I do not like that we cannot download a call recording directly from OAI.
What problems is the product solving and how is that benefiting you?
Gaps in Customer Support agent training and areas of improvement for products and processes. Benefits have been improving our customer's experience.
Recommendations to others considering the product:
This is a must-have. Customers don't always fill out a survey -and surveys don't always pick up on customer sentiment and provide a deeper view reflecting opportunities for improvement.
Daily User
What do you like best about the product?
I enjoy seeing segments of each call and their transcriptions and having the ability to play back specific segments of each call so easily.
What do you dislike about the product?
I would say that integration has been the most challenging aspect for me. Fortunately, Observe is quick to resolve any issues that do come up.
What problems is the product solving and how is that benefiting you?
Using Observe Ai has helped increase my productivity. I have all of the tools and resources I use most frequently within one platform, and I'm able to track my data and productivity at a glance.
Easy to use
What do you like best about the product?
The call recordings are easy to access, and coach on
What do you dislike about the product?
Transcribing of the calls could be better but I realize that is hard to do.
What problems is the product solving and how is that benefiting you?
I Like this program for it's ability to evaluate and coach our partners on their calls, along with searching for calls that are needed for business reasons,. The people at Observe.AI are easy to work with and always answer questions I have in a timely fashion.
I love OAI. It give you several was to review agents calls, status and coaching.
What do you like best about the product?
The coaching sessions and how you can improve your agents call with feedback
What do you dislike about the product?
I like everything about OAI, its very resourceful
What problems is the product solving and how is that benefiting you?
I haven't had any problems with OAI
QA Scorecards
What do you like best about the product?
QA Scorecards has improved time spent for completion
What do you dislike about the product?
need more training slides for the agents sides
What problems is the product solving and how is that benefiting you?
QA Scorecards has improved time spent for completion. Reporting on moments.
Recommendations to others considering the product:
Save time and more visibility into data and quality of agents
Observe AI is easy to use and is pretty intuitive
What do you like best about the product?
I like the ability to create moments to pinpoint specific areas to focus on the call.
What do you dislike about the product?
I don't have much that I dislike about it.
What problems is the product solving and how is that benefiting you?
Being able to identify coaching opportunities quickly. It's a great tool to keep agents accountable for following script and staying compliant.
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
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.
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.
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