Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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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.
How Observe AI helped our Quality Evaluations efficiency
What do you like best about the product?
What I like best with OAI is the collboration that we have been getting with Denysse and her team. The support does not after the deployment. We have been connecting bi-weekly to talk about updates and they onboard ua on new features and in return, we provide them feature requests and feedback.
What do you dislike about the product?
We want to see a more comprehensive Usage report where we see exactly which tab the user accessed.
What problems is the product solving and how is that benefiting you?
Understanding low hanging fruit and for us to quickly act on them. Prevent fraud from happening. Reinforce Good behavior.
Everything is easy to navigate.
What do you like best about the product?
It can provide the summary of a long call.
What do you dislike about the product?
There are some transcripts that are not spelled correctly.
What problems is the product solving and how is that benefiting you?
Shorter time in evaluating a call. I can now do other task because of Observe.AI.
highly beneficial in analyzing impacting behaviors
What do you like best about the product?
Utilizing OAI as part of has proven to be highly beneficial in identifying and analyzing particular behaviors that have an impact on AHT and CSAT metrics.The Reports tab gives us a summary of the quarterly, monthly, and daily trends. It also makes it simple for us to drill down and identify the specific behavior that needs to be addressed in order to create an improvement plan.It's also fantastic that admin users can create their own moments to suit our clients' shifting priorities.
What do you dislike about the product?
no downsides encountered so far. Nonetheless, we frequently collaborate with Denyse, our vendor partner, to suggest any features.
What problems is the product solving and how is that benefiting you?
It aids in the automation of qualifying forms. We were able to expand the audit count from the conventional evaluation of two audits per advisor, giving us a larger sample range to determine what the advisor actually needs to be coached on and to provide them more focused feedback and an action plan.
Observe.ai makes things easier and more effective with the insights that it can provide.
What do you like best about the product?
What I like best with Observe.ai is that it's easy to understand and use.
What do you dislike about the product?
What I don't like is that sometimes it lags when analyzing big data.
What problems is the product solving and how is that benefiting you?
Observe.ai catches negative behaviors from agent so it can be corrected right away.
They were working on contact center AI before it was a thing
What do you like best about the product?
Intuitive UX for the most part. Low code knowledge needed to operate. It's easy to navigate and teach back to the users. Once the instance is set up it is easy to deploy and onboard to users.
What do you dislike about the product?
UI is dated, handling multiple accounts and even multiple actions is not the best experience.
There still isn't a good account switcher when handling multiple instances, batch import and export of moments and keywords are not yet supports.
Form builder is not as robust for decision tree options
In-app reporting is still limited in it's functionality of being unable to do moment on moment computations.
There still isn't a good account switcher when handling multiple instances, batch import and export of moments and keywords are not yet supports.
Form builder is not as robust for decision tree options
In-app reporting is still limited in it's functionality of being unable to do moment on moment computations.
What problems is the product solving and how is that benefiting you?
Scalability and Automations. The ability to cover 100% of the interactions ensures that there is a larger coverage of all the insights found on the account. Being able to automate repeatable workflows also means that even where automations are not 100%, there is still a reduction in effort. The in app reporting also useful for high level views of the moments and analytics.
User Friendly Tool
What do you like best about the product?
I like Observe AI because it helps our team in monitoring the improvement of the program especially the reporting tab, we can easily track the daily status of each KPIs and call drivers. I like the tool because I can easily contact their customer support, and they always had a swift response on my inquiries or request.
What do you dislike about the product?
It's not that I dislike the tool but I hope there will be view where we can easily check the current issues of the program without creating a moment.
What problems is the product solving and how is that benefiting you?
Automating repetitive tasks that are time-consuming and error-prone for humans
I like it compared to the other tool that I've used before
What do you like best about the product?
The reporting and analyzed tab of the tool is outstanding.
What do you dislike about the product?
I cant think of anything that I dislike on the tool. Though it could have been better if we can save the filters search that the user created so they dont need to filter again same data every time they need to log in.
What problems is the product solving and how is that benefiting you?
QA automation and insight gathering for KPI.
Observe Ai makes our task easier
What do you like best about the product?
Observe Ai is helpful to us because it transcribes our calls into 100%. It has a visible dashboard wherein you can see at a glance the moments and it's percentage capture. We can rank the agents according to performance. it makes it easier to look for the moments or keywords most used by the agents or customer and it will give you a result in a matter of seconds. It also has transcripts and recordings so you can check the calls and avoid errors when evaluating. you can do an evaluation in observe AI. It can also auto redact the sensitive information from the calls. it also has a coaching and reporting tab which helps create analysis reports.
What do you dislike about the product?
The observe Ai does not have a delete option. it only has archived moments. You cannot also see the logs or the activity done in the tool, so you can trace who edited or who has made a change in the tool. The reporting tab has no moment-to-moment correlation.
What problems is the product solving and how is that benefiting you?
Since Observe AI transcribes 100% of the call, we are now able to pull up the interaction in a matter of seconds. It gives us the ability to create analysis using the metadata. Through moments we can view parts of the call without needing to listen to the entire call. As a whole, it makes our work easier.
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