Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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User friendly
What do you like best about the product?
The calls are easy to find and system is easy to use. I use the system weekly for my team of care navigators and inputting call review notes, as well having a user review those notes is easy.
What do you dislike about the product?
In order to create/use/find a Coaching note, you have to click through too many mazes to find the accurate link/page.
What problems is the product solving and how is that benefiting you?
Call quality and ensuring our team members are aligned in talking points and customer service skills.
Helps managers review employee calls
What do you like best about the product?
This tool helps flag comments in an employee's call for managers to review and provide feedback.
What do you dislike about the product?
Sometimes there are errors in what the tool flags.
What problems is the product solving and how is that benefiting you?
Cuts down on a manager's time spent listening to an entire call and flags important aspects of the call for a manager to review and provide feedback on.
Positive work tool
What do you like best about the product?
Observe.AI allows me to listen to and evaluate phone calls.
What do you dislike about the product?
The long list of filters on the call page can be too much. It would be helpful to save/highlight the four filters I use.
What problems is the product solving and how is that benefiting you?
This program helps me to listen and evaluate calls.
Very good program
What do you like best about the product?
I like that we can review our calls whenever we need to. One can read along with the call; it is mostly pretty accurate. There may be some missing words here or there, but you have to understand that sometimes the program does not pick up what is being said. The more and more I use it, the more and more I find something helpful that I can use to better my calls.
What do you dislike about the product?
The part that I personally dislike about Observe.AI is that sometimes there may be a mixup in who was speaking. I could have said something, but it states that the caller said it. Or vica verca. The program will also record dead air even when there is someone talking and not having dead air.
What problems is the product solving and how is that benefiting you?
The problem that is being solved with this program is that we can go over what the call was about. We can then try to find areas where we are having an issue and find a way to correct this on future calls.
It is easy to use when trying to locate an agents call
What do you like best about the product?
It is easy to track an agent's call and use that call to coach the agent on how to better the next call. It helps with training and coaching.
What do you dislike about the product?
I do not have dislikes. I find it very easy, which makes my job easy.
What problems is the product solving and how is that benefiting you?
It helps me to track the agents call and to fix any mistakes they are making to better customers service.
Evaluation to my Agents made easy
What do you like best about the product?
Most helpful about Observe.AI is that it makes the Quality Analyst make their job easier, saves time and easily sees agents' performance. It easily identifies which area they need to improve.
What do you dislike about the product?
Sometimes the words being applied to Observe AI detect if agents mention certain words, but some are not words. For some, it's capture, and for some, it is not.
What problems is the product solving and how is that benefiting you?
It provides real-time guidance in a conversation with agents if they mention the script like an opening spiel, product mention, sales process and Agents' attributes which my work easier to finish.
Very good in assisting tracking the quality of customer service that is being provided to callers
What do you like best about the product?
When done correctly, It assist in seeing where certain parts of conversation happen, such as demographic confirmation
What do you dislike about the product?
I use it just to monitor calls, so there is nothing that I can say I dislike
What problems is the product solving and how is that benefiting you?
As stated previosuly there will be times where it registered that foul language was used, but there was not
It is a very amazing and Detailed Oriented
What do you like best about the product?
I love the statistics of the program. It is very organized and user friendly. The user interface is relatively easy to follow and has many recordings to help you get better at your job.
What do you dislike about the product?
That the program isn't always accurate; when looking back at reviews, the program does not always gets the words spoken correctly.
What problems is the product solving and how is that benefiting you?
Keeping track of things and providing me a lot of information to help me improve my craft.
observe is very easy to use and user friendly.
What do you like best about the product?
The helpful filters and tools that make it easier to find the calls I need to find.
What do you dislike about the product?
i dislike that when i go to evaluation and go back to calls i have to reset my filters,
What problems is the product solving and how is that benefiting you?
Observe is benefiting me by giving me all the right tools to do my job to the best of my ability swiftly and efficentaly.
Great tool where the layout is easy to use and simple enough to build out the moments.
What do you like best about the product?
The fact that their team takes care of the code behind the speech analytics tool. We just input the phrases and they take care of the rest. Previously we had to input the syntax code ourselves which was a hassle.
What do you dislike about the product?
The advanced moments not having the ability to use timing to pull the exact language we need and they lack the "not near" logic to avoid specific phrases linked to other words.
What problems is the product solving and how is that benefiting you?
They are helping us find the route to convert confused, complaining, and escalated customers to satisfied/repeat customers. We have just begun this study so we haven't been able to quantify in ROI what we've built so far. But it is in the works and looks great so far.
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