Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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Observe AI is a game changer tool
What do you like best about the product?
Observe.ai is a game-changer for call center teams. The platform's AI-driven insights provide invaluable feedback, enabling agents to improve performance and enhance customer satisfaction. Its intuitive interface and powerful analytics make it easy to identify trends, coach effectively, and ensure compliance. A must-have tool for any organization looking to optimize their customer interactions.
What do you dislike about the product?
Limitations when it comes to creating dashboard
What problems is the product solving and how is that benefiting you?
Agent performance monitoring, customer experience enhancement, compliance and risk management, data driven decision making, operational efficiency.
Extremely helpful and satisfied with OAI
What do you like best about the product?
I like the Coaching AI or AI COncierge part where you need to input what would you like to see on the call with the agent. It's eye opener and very helpful especially for team leaders so wanted to develop his/her agent real quick. By just checking the previous call if the rep demonstrated a certain behavior or what not then you can be able to provide feedback on what to improve and what to continue doing moving forward. Furthermore, i also like the Analyze tab where you just need to search for a phrase or word and you can see the list of calls. It's really a life-saver
What do you dislike about the product?
It's not that i dislike but we can also consider like adding a summary or case notes on our reporting dashboard so that it will be easier for the operations especially during business review.
What problems is the product solving and how is that benefiting you?
Observe.AI is addressing challenges related to automating and improving the quality of customer service interactions. By leveraging advanced AI technology, it enhances agent performance through real-time feedback, identifies trends and issues in customer interactions, and provides actionable insights for better decision-making. This leads to increased efficiency, higher customer satisfaction, and more effective training for agents.
It’s efficient, reliable and accurate.
What do you like best about the product?
It makes my job done easily especially for reporting and QA evaluations.
What do you dislike about the product?
As of this moment it has all that I need to do my job.
What problems is the product solving and how is that benefiting you?
The QA automation makes my job easily to achieve.
Great Product, Limited Reporting.
What do you like best about the product?
The tool itself is extremely easy to navigate and quick to pick up. The team were able to adjust to using it daily with minimal training needed.
What do you dislike about the product?
There are limitiations to the information you can pull through custom reports. It seems that a lot of infomration is stored within the system, but its not always easy to access this through the reporting suite.
What problems is the product solving and how is that benefiting you?
Observe allows us to easily complete close to 3000 manual evaluations per month globally across contact methods. This gives us a solid understanding of not only how our agents are performing but a good idea of customer trends.
Observe.AI an Intelligent way to evaluate your agents.
What do you like best about the product?
it covers 100% of your interactions and you can get an insight as soon as possible.
What do you dislike about the product?
OAI has no screen recording and it's not free.
What problems is the product solving and how is that benefiting you?
You don't need to listen to the entire call to understand what is happening within the call.
Easy insights, always evolving!
What do you like best about the product?
This is the perfect combination of "google" for your conversations, monthly trends and automated scoring.
Evaluation, coaching and calibration tool. Total package for all stakeholders.
Product is always evolving!
Evaluation, coaching and calibration tool. Total package for all stakeholders.
Product is always evolving!
What do you dislike about the product?
Some keywords and customizations can be tough to get dialed in. (keywords that are business specific like products, phrases, etc.) Initial transcription intelligence and setup is better with experience and takes time- though worth it!
Reporting fetaure ahs a learning curve, though is very robust.
Reporting fetaure ahs a learning curve, though is very robust.
What problems is the product solving and how is that benefiting you?
contact driver intelligence, improving efficieny metrics (duration, hold count and percentage)
Observe AI Survey: Good software, marvelous client management
What do you like best about the product?
Observe really invest on quality client management resources, they have frequent facetime with their clients like me, they soak in so many suggestions and feedback and they help their clients in many things from the formative stage up until maintenance and regular check-ins.
What do you dislike about the product?
Please extend your business into telephonies too
What problems is the product solving and how is that benefiting you?
It has solved so many projects and I wouldn't be able to finish this survey if I go one by one. Mostly it helped the contact center operate better not only in terms of quality but also in terms of strategy. We're able to scale our evaluations thus creating more accurate insights where the business base its decision from.
Cutting edge technology has hit some roadbumps
What do you like best about the product?
A wider product offering means that speech analytics is now a sliver of their entire product catalogue. They are constantly making advancements and bugs are rarely, if ever, an issue.
What do you dislike about the product?
Their leadership must have changed somehow. Where we once had outstanding customer service, we now have long email exchanges that often end up in an upsell. The product is great, but they no longer seem to have the account managers to support it.
What problems is the product solving and how is that benefiting you?
Sales skills in our tenured and new hire agents were very difficult to manage. We would spend so much time revamping scripts but supervisors couldn't see the impact until months later, if at all due to lack of oversight. We can now role things out in a matter of days and measure performance. Our agent's rebuttal skills have dramatically improved due to supervisor accountabilyt in using the tool on an hourly basis to extract every little bit out of RPCs.
New and Cool Observer and .AI than can do task very easily.
What do you like best about the product?
When I used this AI I already used others those are available I kinda find this one more easy and more realistic solutions, but not limited. Integration and implementation is very easy with supported app, I my case I used Fin-Pay to understand paychecks, expense, overall stats for more efficient data anaylysis using Observ.AI. Find a issue and get to customer support they will help you like friend. You can use this AI frequesntly with your apps. The Quality of speech recognition and Getting much clear and advanced analytics for more businedd development.
What do you dislike about the product?
When asking about the history questions of that chat this has issue of understanding the questions and providing the answers. Should upgrade with latest data analysis techniques.
What problems is the product solving and how is that benefiting you?
Manually analyzing calls takes time and resources. Observe.AI automates call transcription, analysis, and insights generation, saving time and allowing agents to focus on customer interactions.
An easy solution for QA.
What do you like best about the product?
It's always rating the agents' work, and showing tendencies over time, to provide effective coaching.
What do you dislike about the product?
The AI has to go through a thorough training before being ready to launch.
What problems is the product solving and how is that benefiting you?
Observe.AI is constantly watching over the agents' work, evaluating their processes and their customer service skills to improve the quality of their work over time. It's more precise and constant than regular Quality Assurance guidelines.
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