Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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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
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.
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