Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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I am enjoying discovering all the features and capabilities that are offered on the Platform.
What do you like best about the product?
I like the ability to target and identify instances. The platform tracks 100% of the data. The filters allow to target that data and identify trends and other points of interest quickly and easily. The visuals such as the timelines and transcripts allows a complete and quick view all in one place.
What do you dislike about the product?
There are still many aspects of the platform that are manual that if they could be automated to an extent, would streamline the processes of navigating through the platform.
What problems is the product solving and how is that benefiting you?
Even with the manual functions, working in the platform is a time saver. Once I got my Flow, I was able to complete my daily task in less time. I was able to monitor longer time duration calls in less time. The transcripts and the moment snippets really aid in a more efficient process.
Observe.AI review
What do you like best about the product?
The time breakdowns. It helps locate certain area of the call better.
What do you dislike about the product?
Nothing. Its a great system and I enjoy using it on a daily basis.
What problems is the product solving and how is that benefiting you?
Instead of re-listening to the call, can just read it.
Recommendations to others considering the product:
Observe.AI is a great user friend program .
Great app
What do you like best about the product?
The ease of listening to parts of calls.
What do you dislike about the product?
I do not dislike it because so far it has covered my needs.
What problems is the product solving and how is that benefiting you?
I have been able to complete the evaluations of my agents and it has helped me to carry out specific searches.
Recommendations to others considering the product:
I recommend using it because it is a complete tool where I can evaluate all kinds of calls and carry out specific searches. in the same way, read directly the conversation of agent and consumer
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.
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,
Observe AI Review
What do you like best about the product?
I liked the moments feature and being able to see trends based on that.
What do you dislike about the product?
The calls have no video when you play them back and blocks out all numbers related to the customers we service.
What problems is the product solving and how is that benefiting you?
Outside of the moments, and reports feature there are no other benefits that we would use. I also like the ability to customize my call quality form.
Enhance your Quality and Business review process!
What do you like best about the product?
Extremely easy to use. Set up and training were quick and efficient. The system allows us to do more than standard quality review. We are able to build moments to look at our business processes with the same eyes as our customer interactions.
Customer Support is professional and top notch.
Reliability is consistent with great contingency. If ever there are issues we are notified quickly. So far no outage issues.
Customer Support is professional and top notch.
Reliability is consistent with great contingency. If ever there are issues we are notified quickly. So far no outage issues.
What do you dislike about the product?
Not a dislike but a request. We are looking forward to more granular reporting. This is current in process with Observe.
What problems is the product solving and how is that benefiting you?
Totally rebuilt our quality program.
We enhance our training program for both New Hires and Up Training.
We are able to spend equal time reviewing our business processes and have made significant changes to the way we do business based on Observe.
We enhance our training program for both New Hires and Up Training.
We are able to spend equal time reviewing our business processes and have made significant changes to the way we do business based on Observe.
Recommendations to others considering the product:
Ease of use and support is impeccable. Use if for more than just quality. It has so many additional use cases.
Insightful & informative for business operations
What do you like best about the product?
Observe AI provides us with a really good search capability. Whether you’re searching for a good call to use for a call calibration, trying to identify a theme with a particular product, or trying to find customers who complain, there are lots of options. As more and more calls are included in the tool, our data and the power behind that data expands.
What do you dislike about the product?
We haven’t gotten to the point where we can leverage it yet to provide clear customer insights and trends. We will eventually want to get to a point where we can leverage the data to paint a clear picture of what our customers are saying about our products and service when they interact with us.
What problems is the product solving and how is that benefiting you?
We used to be extremely manual in performing call QA. We leveraged clunky spreadsheets and were shooting in the dark when pulling calls. The problem we were trying to solve was around automation of a process. We are realizing benefits in call QA now being more streamlined, the tool allows for calls to be scored from within Observe AI, we also have options around what calls we pull for review and can identify moments and trends in moments. Our review of calls is faster and of a higher quality
EX= CX What a real AI should be
What do you like best about the product?
Onboarding and business case uses. The onboarding and sales team were beyond professional and helpful. We also have realized how useful the tool can be when combined with our learning platform. When looking at the creation of a call library we have seen that the tool can also aid in the speed of learning to also include customer insights for a better customer and agent experience.
What do you dislike about the product?
So far we have not experienced any challenges or concerns based on the tool function.
What problems is the product solving and how is that benefiting you?
100% call auditing, agent recording, business insights and ROI based on role adjustments.
Recommendations to others considering the product:
One of the simplest and easiest AI and speech analytics tool. Not only can integration be done with other client tools, but this can also be done with learning tools for the adaptive learning process.
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