Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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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.
Easy to use AI tool with practical insights for daily work
What do you like best about the product?
One thing I liked recently is how smooth the integration is with other tools. The dashboards are easy to understand, and the insights feel more realistic compared to some other AI tools I have used. It helps save time and reduces manual effort.
What do you dislike about the product?
Sometimes when asking follow-up or history-based questions, the tool gets confused and doesn’t fully understand the context. Improving long conversation understanding and data analysis would make it better.
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.
It is a very useful tool as it shows us a lot of valuable information.
What do you like best about the product?
The tool give us a lot of valuable and important informartion, information we use to improve our produtivity meaning enhancing agents development making them experts on the matter giving a professional customer support, service. Very easy to use, not taking too much of our time while using the tool
What do you dislike about the product?
Until this moment I am very satisfied with the tool.
What problems is the product solving and how is that benefiting you?
Agents behaviors, tool is helping us on identifying behaviors that needs to be changed or removed from the agents.
OAI BEST Intelligence. Best tool to Pin point your areas of Improvement
What do you like best about the product?
In OAI under the Section Score Card, it breaks down all the aspects of a call into catagories that you can select from.
you select an area where you think your team is showing weeknesses, and than you will get a filtered file with calls and name of team members and plann you next meeting., Coaching or 1:1 session.
It also lets you download call straight into your Downloads on computer for you to share.
The intelligence is so advance that if you want to look into the call where you only remember the specific a cx or an agent said, simply go to analyze tab and place the work and hit enter, It will look for the call for you
We have OAI integrated with our Outlook, and APN calling system.
I would love to add to my Comment the new Feature that the OAI has recently introduced, it is called the coaching notes, Any time i have a session with my Direct reports and i want to add it in writting for the record in OAI, it gives me the Coaching notes, where it saves me a lot of time, becuase based on the Interaction of CX and agent, it detects the areas of improvement for agents and send as suggestions in coaching notes. WOW that is what an AI should be
Life is easier now !!
you select an area where you think your team is showing weeknesses, and than you will get a filtered file with calls and name of team members and plann you next meeting., Coaching or 1:1 session.
It also lets you download call straight into your Downloads on computer for you to share.
The intelligence is so advance that if you want to look into the call where you only remember the specific a cx or an agent said, simply go to analyze tab and place the work and hit enter, It will look for the call for you
We have OAI integrated with our Outlook, and APN calling system.
I would love to add to my Comment the new Feature that the OAI has recently introduced, it is called the coaching notes, Any time i have a session with my Direct reports and i want to add it in writting for the record in OAI, it gives me the Coaching notes, where it saves me a lot of time, becuase based on the Interaction of CX and agent, it detects the areas of improvement for agents and send as suggestions in coaching notes. WOW that is what an AI should be
Life is easier now !!
What do you dislike about the product?
OAi is yet to recognize spanish. We do have a major number of spanish customers.
What problems is the product solving and how is that benefiting you?
Data Analysis is made easier by OAI.
I use it to resolve the performance issues for my agents while they are selling loans.
Monitoring their calls and listening for sales pitches and tactics
I use it to resolve the performance issues for my agents while they are selling loans.
Monitoring their calls and listening for sales pitches and tactics
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