Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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IT will help and enhance your QA Monitoring experience
What do you like best about the product?
We partnered up Observe A.I. for almost three months now and the experience have been great. The company and the team over at Observe A.I is pretty hands-on throughout the whole process to make sure you’re utilizing this amazing tool to its fullest potential. Lisa, our point of contact, has been amazing in guiding us to develop a plan on how we should use it to the best abilities for our team and beyond the normal QA Monitoring process. In the beginning stages Lisa was very involved with the reconstruction of how we do Call Monitors and has helped tremendously with feedback and guidance to make sure the tool works best for us. Since then Lisa and I meet every week to check in and bounce ideas to one another to plan for the future or revisit the current process to see if there’s any enhancement that needs to be done. As of just a couple weeks, we’ve gone live in using this tool day by day and have been seeing positive progress so far with our team in Customer Care. We started to test it out on focusing one area to help improve our survey score, which we started to call “the Empathy Score” and since went live every day the score has only gone up. I’m very impressed with the software on how easy it is to navigate, pull the call, and having complete transparency with what took place with the call. We have some limitations on what we can and can’t do but it’s due to our system restriction with our phone provider on how our calls are recorded. I would definitely recommend Observe AI to any call center that wants to improve with how you monitor calls, its game-changer for sure.
What do you dislike about the product?
there not much to dislike. I would say the main thing is the reporting, I wish there were more options on reporting to see trends.
What problems is the product solving and how is that benefiting you?
Saving time with QA Monitorings
The game-changer in CX Automation!
What do you like best about the product?
Wow, this is a hard one. All the Features are truly beneficial but; I would have to say, my favorite feature of OAI is 100% automation! In the traditional BPO industry, a Quality Assurance/Compliance Team is only able to audit roughly 4-6% of all calls taken yearly but, with OAI the bridge is sure crossed! What does that mean for an organization? It means more customer insights on what your customers enjoy and, you also identify what needs to be fixed, to increase your customer base. It also means that you do not miss a single agent trend as now you are seeing every interaction that is handled.
What do you dislike about the product?
I would not say "dislike" but, the one feature I am looking forward to seeing being launched is live call guidance. This would truly assist agents that are working on compliance based accounts and, it would be a total 360 for the call monitoring process. You are not just getting results, the tool would be producing your results. # further Game-changing#
What problems is the product solving and how is that benefiting you?
Some of the issues that the tool is currently assisting with providing a resolution to are:
1. Reduction in compliance issues. With the 100% automation, we can identify ALL compliance-based opportunities and put together fixes for them before there are any potential escalations.
2. Reducing agent's learning curve. With the tool, we have created a Robust OJT procedure for new hires and, to be able to see all of their trend and opportunities early on out as opposed to, a sample size, we can identify their strengths and weaknesses and focus fixes to ensure that they are the best at what they do from early on out. This also assists with training as we can see if there is a common theme for new hires and share the insight with the training dept for them to improve.
3. This also assists our clients with business insights through the "moments" feature as we can see what makes our customers happy and vice versa.
4. Reduction in AHT and identifying what are the drivers for high AHT. This narrows down it to an individual, a call type, and we can diagnose fixes where needed.
1. Reduction in compliance issues. With the 100% automation, we can identify ALL compliance-based opportunities and put together fixes for them before there are any potential escalations.
2. Reducing agent's learning curve. With the tool, we have created a Robust OJT procedure for new hires and, to be able to see all of their trend and opportunities early on out as opposed to, a sample size, we can identify their strengths and weaknesses and focus fixes to ensure that they are the best at what they do from early on out. This also assists with training as we can see if there is a common theme for new hires and share the insight with the training dept for them to improve.
3. This also assists our clients with business insights through the "moments" feature as we can see what makes our customers happy and vice versa.
4. Reduction in AHT and identifying what are the drivers for high AHT. This narrows down it to an individual, a call type, and we can diagnose fixes where needed.
Recommendations to others considering the product:
If you are looking for the tool to enhance and improve customer satisfaction whilst fostering improve agent results, Observe AI is your stop.
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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