Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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Observe AI is a good tool to use and a great help to listen and evaluate calls.
What do you like best about the product?
Ease of use,Frequency of use and there are multiple features
What do you dislike about the product?
No available screen recording on the tool
What problems is the product solving and how is that benefiting you?
Evaluating calls and to monitor the standard process to make sure that users are compliant with the policy
Treasure Trove of Information
What do you like best about the product?
The ability to create unique moments to help identify trends and provide individualized coaching. Our partners at OAI are always happy to speak with us and answer any questions we might have in a prompt manner
What do you dislike about the product?
We understand that OAI is fairly new but I have a laundry list of feature requests I'd like to see implemented in the system to help some moments be more accurate. I know that OAI is a learning machine that will adapt over time but it's unfortunate to have to play the waiting game regarding some features that I think would be helpful to include.
What problems is the product solving and how is that benefiting you?
It's helping me identify trends that I can then pinpoint and use as feedback to help agents improve their customer service.
Very Efficient
What do you like best about the product?
The transcript being provided it helps us to understand
What do you dislike about the product?
none all goods working well it helps well
What problems is the product solving and how is that benefiting you?
no problem all goods
Easy and most convenient
What do you like best about the product?
Easily to track the audits and provides suggested summary/information.
What do you dislike about the product?
Sometime, the verbatim in the calls is not accurate.
What problems is the product solving and how is that benefiting you?
Observe.AI helps a lot to easily find the markdowns and other coaches of the agents.
OAI usage
What do you like best about the product?
The verbatim are visible and we can snip it for audits that needs such document attachements
What do you dislike about the product?
some inaccurate words that don't match what mentioned by the caller
What problems is the product solving and how is that benefiting you?
Detection of profane words
highly effective AI assistance tool
What do you like best about the product?
Creating data analysis with the help of the AI helps our work as a Quality Analysis more accurate. One of the best innovation so far.
What do you dislike about the product?
Observe.AI are depended from other tools when it comes to collating call datas which is sometimes not complete real time.
What problems is the product solving and how is that benefiting you?
gathering data with the help of the tool much easier than doing it manually.
Efficient and Effective work by using Observe.AI
What do you like best about the product?
We were able to monitor much deeper the calls that we've audited. It is easy to use, easy to implement, also the customer support went higher, we use it now more often, it is easy to integrate and the features are easy to navigate.
What do you dislike about the product?
None. Since we are just starting to use the tool, we are still in the process of getting the know it.
What problems is the product solving and how is that benefiting you?
Th Observe.AI greatly helped the business to become efficient by having the deeper analyzations on the reports, calls that we review and for the mastery.
Next level analytics
What do you like best about the product?
Analysis dashboard, Moments, QA form Automation, knowledge AI, RTAA and coaching AI
What do you dislike about the product?
Not being able to modify existing form/s, not customizable interface
What problems is the product solving and how is that benefiting you?
Knowledge AI makes advisor's life easy when pulling KB and related documents. Evaluation made easier with QA automation
Valuable tool with a room for enhancement
What do you like best about the product?
What I really like about Observe.AI is how easy it is to use. The plaform gives us deep insights into customer interactions without being overwhelming. The automatic call scoring and actionable feedback have been game changers for team the we support. I also appreaciate how customizable the analytics are, allowing the team to focus on the metrics that matter the most to their business. And whenever we've needed help, their tech support has been fantastic- super quick to respond and always ready to assist. Overall, its just make the job smoother and effective.
What do you dislike about the product?
Observe.AI has a lot of great features, there are few areas that could use improvement. The language support is somewhat limited, which can be a challenge when dealing with a diverse customer base. Additionally, the platforms interface, while functional, feels a bit plain and could benefit from more polished and visually appealing design. Another thing that stands out is the reporing features - they're useful but could be more robust and visually engaging. Lastly not all all features like Time in Motion for evaluations are fully integrated yet, which limits our ability to analyze performance in depth. Addressing these areas would make the platform even more powerful.
What problems is the product solving and how is that benefiting you?
Observe.AI helps address the challenge of managing and improving customer interactions efficiently. This solves the problem of manually reviewing and evaluating large volums of calls, chats and email, which is time consuming and prone to human error. By automating the call scoring and providing insights, Observe.AI helps identify key trends, coach agents and ensure consistent quality in customer service.
Accuracy is the best policy.
What do you like best about the product?
It's getting all the highlighted words needed for the audit. It helps to see the coaching and markdowns immidiately.
What do you dislike about the product?
Verint interface is much better than OAI. Some of the information are there. Verint recording is much clearer than OAI. There is a delay of calls 6 to 24 hours compared to verint that the call recording is accurate real time.
What problems is the product solving and how is that benefiting you?
Some of the features of verint is not showing in OAI. There's a delay of calls compared to verint that calls are real time.
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