Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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Awesome Product
What do you like best about the product?
That you can view the transcript and see the moments right on the call without having to flip between multiple screens or listen to a long recording to find what you are looking for. With the new QA forms this is even better and cuts evaluation time down by more than half!
What do you dislike about the product?
That the Ai is not yet sophisticated enough to accurately translate somethings. Also that the logic for the moments does not include 'or' logic which makes it so that multiple moments have to be created rather than a single comprehensive one.
What problems is the product solving and how is that benefiting you?
Time it takes to complete evaluations. Time to analyze a call for problems, etc. has also been reduced. The transcript also helps clarify what was said and may assist with accents.
Innovative Voice AI Tool that is revolutionizing how calls are examined, graded and coached
What do you like best about the product?
With Observe. AI, we have found a great partner to do business with. The ease of implementation, how easy it is to work with them and how quickly the tool can be integrated with other solutions are value adding points we treasured.
The best part is the moments feature, which is super easy to use and very user friendly. The AI aspects come to live when you see the auto suggest feature built-in within the moments, which identifies what sentences and key words are showing up the most.. This makes it easy for users to identify the key phrases to add to the criteria you want to create and customize with just few clicks.
The best part is the moments feature, which is super easy to use and very user friendly. The AI aspects come to live when you see the auto suggest feature built-in within the moments, which identifies what sentences and key words are showing up the most.. This makes it easy for users to identify the key phrases to add to the criteria you want to create and customize with just few clicks.
What do you dislike about the product?
Data export features could be better sorted out. We need to share results and data to different leaders in the organization as well as external clients and right now it's not easy to extract data. Ideally you want to be able to customize the reports, their look and feel and showcase the results and highlights you want, but it is just not easily possible. It is thankfully being solved for and we appreciate this.
It would also be cool if the AI could be integrated with solutions like Tableau or Power Bi to enhance reporting to a new level.
It would also be cool if the AI could be integrated with solutions like Tableau or Power Bi to enhance reporting to a new level.
What problems is the product solving and how is that benefiting you?
We are using the tool to analyze CSAT data to determine how it correlates with the actual call experience we heard the consumer received. Call performance improvements have been obtained thanks to its coaching feature and the ability to evaluate the calls directly within the tool.
Quality and Compliance improvements have also been achieved by using the leaderboard and scorecard features, since they make it easy to track performance over time, thanks to its flexibility to search for data over different date ranges. We also use it to detect Legal mentions that could impact our brand. For one of our clients we use it track and improve conversions and sales and we have successfully used the tool to identify new markets we can service.
Productivity and process efficiency have also been positively impacted, thanks to the evident time savings achieved with the integration of the QA scorecards and the accuracy of the transcripts.
Quality and Compliance improvements have also been achieved by using the leaderboard and scorecard features, since they make it easy to track performance over time, thanks to its flexibility to search for data over different date ranges. We also use it to detect Legal mentions that could impact our brand. For one of our clients we use it track and improve conversions and sales and we have successfully used the tool to identify new markets we can service.
Productivity and process efficiency have also been positively impacted, thanks to the evident time savings achieved with the integration of the QA scorecards and the accuracy of the transcripts.
Recommendations to others considering the product:
Ensure audio is in Stereo. The tool works best with solid metadata and audio bit rate should preferably above 32 KBPS but it still works fine with less than that.
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.
Great communication and repore with my account manager has allowed the continual use and success.
What do you like best about the product?
Open communication with my account managers allows me to bounce ideas and get upgrades implemented quick and efficiently. The amount of calls I am able to listen to in a week allows me to have real time conversations with my reps in hopes of prepping them for a better for the next call. Another great feature is the ability to connect the scorecard to the call, I find this to be particularly important because it is key for and agent to know what areas exactly they need to focus on. It's like having a play by play for each call, I am able to make comments in the each area of the call in the specific metrics.
What do you dislike about the product?
There are some small areas within the scorecard that could be more user friendly, specifically within the scorecard. When an agent logs in to view his scorecards they have to scroll all the way to the bottom of the page and then scroll to the side in order to view the rest of the scorecards. A better view in my opinion i to have a list (similar to the list in evaluations) that way they are able to see all scorecards, click on them and see all details pertaining to the call. Making the system user friendly is key to getting agents to proactively going into Observe.Ai in order to take full advantage of the resources.
Another small piece of Observe.Ai that i don't use is the transcripts, they are always way of and unreliable.
Another area that I found not to be so reliable is the moments, I have spent a lot of time fixing and reporting missed metric but it just seem like a never ending battle.
Some recommendations that I would find very helpful is getting the transcript issue fixed, and I think by doing that the moments issue will be fixed as well.
Another small piece of Observe.Ai that i don't use is the transcripts, they are always way of and unreliable.
Another area that I found not to be so reliable is the moments, I have spent a lot of time fixing and reporting missed metric but it just seem like a never ending battle.
Some recommendations that I would find very helpful is getting the transcript issue fixed, and I think by doing that the moments issue will be fixed as well.
What problems is the product solving and how is that benefiting you?
The biggest problem I faced was the number of calls that I was able to listen to a month. I went from listening to about 52 calls a month to over 200 calls. The biggest benefit is being able to provide more feedback to the reps and opens up more coaching opportunities.
The coaching sessions are something new to me by I have already begun to see benefits from this feature. I am able to keep track of all coaching opportunities in one place making it easily accessible for myself and the agents.
The coaching sessions are something new to me by I have already begun to see benefits from this feature. I am able to keep track of all coaching opportunities in one place making it easily accessible for myself and the agents.
Recommendations to others considering the product:
Some recommendations that I would find very helpful is getting the transcript issue fixed, and I think by doing that the moments issue will be fixed as well.
Another recommendation that would be very helpful is adding an email trigger to the agent when a call is scored, this way they are able to go and view it in real time allowing for a better coaching session or if the agent needs additional feedback on why the call was scored the way it was. I believe that having open communication allows for better results, if the agent is getting real time feedback they are more likely to implemented next call since it is fresh in their head. This has also been a request that my own agents have asked for, as I always encourage them to be pro active.
Another recommendation that would be very helpful is adding an email trigger to the agent when a call is scored, this way they are able to go and view it in real time allowing for a better coaching session or if the agent needs additional feedback on why the call was scored the way it was. I believe that having open communication allows for better results, if the agent is getting real time feedback they are more likely to implemented next call since it is fresh in their head. This has also been a request that my own agents have asked for, as I always encourage them to be pro active.
Great adition to our telephony system
What do you like best about the product?
The ability to create specific moments to search for within our call center has been a great addition to our call center.
What do you dislike about the product?
It would be helpful to see the ticket information from our CRM system within Observe.AI in order to link all the info together quickly.
What problems is the product solving and how is that benefiting you?
We have been able to speed up the rate we can produce Quality Assurance trends.
Recommendations to others considering the product:
Observe has been a great tool for our Quality Assurance team to identify trends and see specific moments. WE can use it for individual reviews for our agents, as well as over scoring for our call center as a whole.
Brand Assurance
What do you like best about the product?
100% visibility into experiences. Ability to identify positive interactions and recognize great work, while learning best practices. For the bad, ability to learn what's not working from product to process. In addition, the ease of use. Observe is user friendly and allows customization on the fly as new issues/concerns arise.
What do you dislike about the product?
Inability to identify multi-step (if/then) moments. Ex. If this and that were both said, identify it within the moment.
What problems is the product solving and how is that benefiting you?
Compliance related issues. Insurance is a heavily regulated industry. Observe allows us to pickup when words like department of insurance, statute, law, rule, etc. are referenced. This allows us to identify potential regulatory compliance gaps in the business and address. In addition, it allows us to identify complaints and situations where customers aren't happy. This allows us to have a pulse on how consumers are reacting to our product and to improve shortcomings.
Recommendations to others considering the product:
Leverage Observe.AI's network of consumers. Regardless of industry, a lot can be learned from consumers and their use cases.
Strong partnership to onboard a valuable new AI tool for a call center environment.
What do you like best about the product?
Observe.AI provides us an in house expert to connect with on a weekly basis. Not only are we discussing how to use the tool in its present format but we are given the opportunity to identify ways for the tool to be improved. The Observe.AI team takes our feedback both into consideration and into action presenting us with an improved tool.
What do you dislike about the product?
Newer product so not as developed some of the other product options available.
What problems is the product solving and how is that benefiting you?
We have an improved agent audit and feedback too. Our Customer Service agents have immediate access to their specific calls as well as more frequent feedback on how they are performing to expectations.
It has changed our experience with audits for the better!
What do you like best about the product?
Quick responses, ease of use, ability to review/evaluate a call from the same screen as listening to the call. I also feel that the support from out account success manager, LISA has been superb!
What do you dislike about the product?
Dislike - nothing so far - every time we have ideas - we've been able to work out ways to make them work. Not too much else to dislike- I would like to also like to see if we can have filters saved for future searches - or a saved search so as to not have to re-choose all options again.
Currently would like the option for multiple people to evaluate the same call individually.
Currently would like the option for multiple people to evaluate the same call individually.
What problems is the product solving and how is that benefiting you?
Solving the problem of evaluations not being done in a timely manner.
Benefit is that evaluations are saving TONS of time, and can see follow up on coaching sessions!
Benefit is that evaluations are saving TONS of time, and can see follow up on coaching sessions!
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
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