Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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Excellent quality management tool
What do you like best about the product?
100% of the calls are recorded. The transcriptions are better than expected. The search-ability in the platform is user friendly and quick to find calls. The moments feature is very useful in finding trends.
What do you dislike about the product?
Deactivated agent calls are not saved. We have high turnover in our department so this presents a challenge.
What problems is the product solving and how is that benefiting you?
With the pandemic we were able to track all calls that were covid-related with moments. Observe enabled us to have 100% of our calls recorded. It has increased the number of calls scored as well as decrease the time it takes a score a call.
Recommendations to others considering the product:
Best in the market for quality management. Top features: 100% of calls recorded, transcriptions, search ability and ease of scoring
Overall great program with many beneficial features to improve QA
What do you like best about the product?
A very interactive and visually friendly system that has a lot of bells and whistles. Able to capture many aspects of the quality program we have in place for our employees. The company is very easy to work with and has a great understanding of what was needed without actually needing to know every aspect of our business.
What do you dislike about the product?
Not many downloadable reports allowing performance evaluations of the team as a whole. Needs a lot of maintenance to keep the team updated within the system.
What problems is the product solving and how is that benefiting you?
Normal QA can only listen to a max of 5% of an agent's calls which is not very indicative of their entire work. Cumbersome to comb through thousands of calls listening for specific things to give a true reflection of how the team is doing.
Recommendations to others considering the product:
Have a very clear goal of what you are trying to achieve. Don't assume what you do is standard for the entire industry. Start with the basics and build from there.
Observe.AI Review
What do you like best about the product?
Love having the ability to track down obscure customer insights and am excited to get up and running with the QA evaluation forms.
What do you dislike about the product?
The transcriptions could perhaps be a bit more accurate and would like to have both "and" and "or" logic for the moments.
What problems is the product solving and how is that benefiting you?
We are surfacing hard-to-find customer insights and improving our QA process.
Easy QA
What do you like best about the product?
The Observe AI team is extremely hands on and eager to assist you in getting the most out of their program.
The ability to share evaluations, coaching, comments, and the call itself all in one place is both beneficial for agents and time saving for the analyst.
The ability to share evaluations, coaching, comments, and the call itself all in one place is both beneficial for agents and time saving for the analyst.
What do you dislike about the product?
Inaccuracies in the call transcripts would be my biggest complaint, as it results in the 'moments' not always reflecting accurate percentages and a lot of time is spent on submitting corrections.
What problems is the product solving and how is that benefiting you?
Giving agents a tool that allows them to get see all of their feedback in one place, as well as listen to their call, with access to these tools as frequently as they'd like or need has been extremely beneficial to the QA team and the department as a whole.
One of the best Quality AI systems in the market!
What do you like best about the product?
One of the best Quality AI systems in the market!
What do you dislike about the product?
I would love the the information to be exportable
What problems is the product solving and how is that benefiting you?
Observe.AI. facilitates time conservation when auditing calls.
Observe.ai works for our data-driven quality assurance team and customer-centric call center.
What do you like best about the product?
The top two things that our teams place value on are the Moments Scorecards and the Analyze function. We have moments created not only for our QA teams but also for supervisors and other internal stakeholders in other departments to retrieve data on the custom moments we've created. The Analyze function is used by multiple roles within Customer Service to track ad-hoc changes, new moment verbiage, and to expand R&D insights for caller experience and engagement.
What do you dislike about the product?
Customer Service at Root is very data-driven. While Observe.ai has data and provides us the insights we typically need, it is a very manual and exhausting process to move that data out. As an example, we can copy the percentage of scorecards, or we can select the scorecard and copy the number of calls and the total calls into an excel/gsheet every day to see how the call center is trending.
What problems is the product solving and how is that benefiting you?
Feedback volumes and employee development, with two Quality Assurance associates we're able to find the calls flagged for opportunities based on the moment. Our two QA are able to work through moments with an existing opportunity and coach our team of over 60 associates weekly, directly impacting our employee development, growth, CSAT, and NPS through positive feedback and consistent drive to improve.
No Comparison
What do you like best about the product?
From sales to implementation. From speech translation to coaching. Observe outperforms all competitors
What do you dislike about the product?
No complaints with observe at all. excellent organization.
What problems is the product solving and how is that benefiting you?
Speech to text and the ability to pull data from all interactions quickly by using the text.
Recommendations to others considering the product:
Compare the sentiment and speech to text to others. Then compare how you would partner with observe vs others.
I am happy with aspects of the product but feel some features need to be added to improve it.
What do you like best about the product?
The Moments feature makes it easy to visualize the different parts of a call at a glance.
What do you dislike about the product?
There's no simple way to export data for reporting purposes.
What problems is the product solving and how is that benefiting you?
It's helped to solve the problem of the limited amount of calls we can get information about with a manual review process.
MARS SURVEY
What do you like best about the product?
I love the fact that it transcribes calls. I also love the different filter options. It makes it streamline and easy to find the types of calls you need.
What do you dislike about the product?
its hard to get a hold of anyone for help. Or its hard to understand what we can get help with. When we reach out to our contact, sometimes the issue will be something he can help with or he will tell us it is IT ... hard to determine the difference.
What problems is the product solving and how is that benefiting you?
Random redaction makes it difficult to listen to imperitave parts of the call. Also, the monitor form portion still needs to be improved to allow tabbing. Clicking with the mouse for each individual question is time consuming and outdated.
Recommendations to others considering the product:
There is so much this tool is able to do that I'm sure I am just not aware of. It is very powerful and very "smart". I think they could have user friendly guides and wish they had more training in place.
Observe.AI is easy to navigate through.
What do you like best about the product?
Observe.AI is helpful because it is easy to locate the information you are looking for.
What do you dislike about the product?
I haven't found anything to dislike about observe.AI
What problems is the product solving and how is that benefiting you?
I am able to locate the information im looking for and also able to read the conversation between a customer and our agent. that is a nice benefit.
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