Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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Simple but intuitive system for Speech Analytics.
What do you like best about the product?
How easy it is to build out the moments in the system.
What do you dislike about the product?
The lack of creativity within the moments. There's not a way to save a moment within a moment to be able to drill down to certain calls.
What problems is the product solving and how is that benefiting you?
How we can keep track of the evaluations in the system. Coaching sessions are great in the system. Hoping for more improvements in that aspect.
Review for OAI
What do you like best about the product?
The most helpful benefit of OAI is how easy it is to review the calls.
What do you dislike about the product?
The only feature that I dislike is that a new tab opens with every call that I view. Another feature that could be better is getting updates when the analyst report false positives.
What problems is the product solving and how is that benefiting you?
The problem that I can solve efficiently with OAI is finding trends with the Do Not Call report by only typing in phrases from the analyze tab makes reporting easier.
Observe AI User Review
What do you like best about the product?
The ability to quickly QA 100% of 100% of calls for compliance hits and misses.
What do you dislike about the product?
There are no complaints or dislikes, our team finds it a valuable tool.
What problems is the product solving and how is that benefiting you?
We have an account that is heavily compliance-driven. We use Observe A.I. to find and validate that required compliance statements are read.
Recommendations to others considering the product:
Great product, good company to partner with and once implemented simple to use.
The tool gives you in depth analysis of call. This is very good for coaching and giving feedback.
What do you like best about the product?
I like the call transcript feature in Ai
What do you dislike about the product?
I do not like the moments option in obAI
What problems is the product solving and how is that benefiting you?
The moments is not being used. Thats an issue since it seem a bit too complicated. Agents also should get the option to review their coaching that was done. Our business use alot of the call listening and coaching aspect of the tool
Recommendations to others considering the product:
This is a very good tool to work with. Its easy the analytics shows what needs the most improvement. The manuscipt is also very useful as well.
Game changer for our Quality Assurance team!
What do you like best about the product?
The dashboard is very useful to help us define the areas of opportunity.
What do you dislike about the product?
So far it has not disappointed me and the team! Everything is exactly what we needed
What problems is the product solving and how is that benefiting you?
We are easily able to identify the areas of opportunity to help our customer service representatives succeed. The "moments" have been very helpful to identify very specific things we are looking for during our calls. The Quality Assurance scorecards being implemented in the system have been truly amazing!
Easy AI Software
What do you like best about the product?
The analyze tool allows you to easily search for key words.
What do you dislike about the product?
Sometimes calls are not uploaded same-day.
What problems is the product solving and how is that benefiting you?
It makes it easier for us to locate specific calls in our call center.
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.
Observe Helpdesk Review
What do you like best about the product?
One of the primary points of use for us is the ability to review calls and also read transcripts. The scoring functionality available for your QC\QA team is also beneficial, and the auto-suggested ratings is a very solid feature.
What do you dislike about the product?
Transcription response rates could also be faster.
What problems is the product solving and how is that benefiting you?
We've had significant benefits gained from the ability of agents to both listen to and read their calls, as well as the Leaderboard feature.
Recommendations to others considering the product:
If you're seeking a quality employee enhancement suite, as well as tools that allow you to search specific instances of occurrences via phone or chat, this is it.
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