Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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It is a very amazing and Detailed Oriented
What do you like best about the product?
I love the statistics of the program. It is very organized and user friendly. The user interface is relatively easy to follow and has many recordings to help you get better at your job.
What do you dislike about the product?
That the program isn't always accurate; when looking back at reviews, the program does not always gets the words spoken correctly.
What problems is the product solving and how is that benefiting you?
Keeping track of things and providing me a lot of information to help me improve my craft.
observe is very easy to use and user friendly.
What do you like best about the product?
The helpful filters and tools that make it easier to find the calls I need to find.
What do you dislike about the product?
i dislike that when i go to evaluation and go back to calls i have to reset my filters,
What problems is the product solving and how is that benefiting you?
Observe is benefiting me by giving me all the right tools to do my job to the best of my ability swiftly and efficentaly.
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 amazing
What do you like best about the product?
The information I get from observe for coaching has made my outbound department grow. I never was able to get the information I had without manually listening to 100's of calls that I did not have time for. This gives me more time for other things.
What do you dislike about the product?
Not being able to edit auto-submit, but Observe will have this feature by quarter 1, which is exciting!
What problems is the product solving and how is that benefiting you?
Being able to edit when auto submitting, we have been on calls and they are working with us to fix this to satisfy our needs and what we need as a business.
observe
What do you like best about the product?
super helpful to gather data quickly to share with other teammates
What do you dislike about the product?
sometimes there is too much to sift through
What problems is the product solving and how is that benefiting you?
solving problems around qa and now we are gathering data and feedback easily
Observe.AI has made our QA process more efficient
What do you like best about the product?
It is helpful to be able to see a call transcript, as well as specific "moments" where I can search as a QA Analyst and make sure certain requirements have been fulfilled
What do you dislike about the product?
At times, the transcript is not accurate and creates incorrect moments. While not a dealbreaker, and can be solved by listening to the interaction instead, it is frustrating to have incorrect moments added
What problems is the product solving and how is that benefiting you?
To my knowledge after using the Observe.AI database, it is helping make our QA process more efficient. It is also helpful that an agent being audited can see their audit score immediately after the audit is performed.
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.
Quick and Efficient Coaching Tool
What do you like best about the product?
Transcript of actual call. Ease to fast forward and rewind.
What do you dislike about the product?
No Call ID for seperate SM Coaching Tracker, No date of call
What problems is the product solving and how is that benefiting you?
Solving the inability to find leverage Items to coach
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