Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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OAI Review
What do you like best about the product?
OAI Is very user friendly and has multiple ways of looking at data
What do you dislike about the product?
I don't think that it is OAI, but sometimes the recording is not available.
What problems is the product solving and how is that benefiting you?
Using OAI to listen and audit insurance brokers adherence to quality as defined by their organization
ERL Review
What do you like best about the product?
The ability to search for negative sentiments and create moments I appreciated. Locating Interactions and the customer satisfaction moments are great. This toll, Observe AI is far better than any other tool I have used.
What do you dislike about the product?
Not enough time for me to spend self-training. But the program itself is very nice. Improvements on Built-in videos for self-paced training would be nice. I have yet to encounter any videos within the program.
What problems is the product solving and how is that benefiting you?
We can view the negative sentiments and understand the agent's discrepancies through the text dialogue, super helpful when we can locate the culprit swiftly. Yes, business performance has increased.
Recommendations to others considering the product:
The program is awesome, it allows for swift searches and customized searches to locate troubled situations/moments for your CS agents.
Observe.ai Review
What do you like best about the product?
The functionalities are good and the search engine works alright. I evaluate Medicare Advantage calls with this tool and having multiple options to search is convenient.
What do you dislike about the product?
The transcriptions needs a lot of work. In my field, there are times that we work with multiple tools and it would be convenient if there is a way to collectively have connected calls. The system is glitchy at times and I don't know if this is a problem with assurance but sometimes the uploads are incomplete.
What problems is the product solving and how is that benefiting you?
The convenience of being able to edit and review the evaluations that we do is very convenient. Having this information firsthand has helped a lot with calibrations within our team and has kept us informed of the errors tha we have.
Recommendations to others considering the product:
The accessibility is amazing. As per firsthand testimonies, administration of the system is particularly easy. Very user friendly and each of the features serve a very specific purpose.
FEEDBACK FOR OBSERVE.AI
What do you like best about the product?
What I like best in Observe.AI is that it is a user-friendly tool. It is very convenient to use and everything is accessible. Overall, It is a great tool to use.
What do you dislike about the product?
I don't have any dislikes in this tool, however, I am still struggling in looking for the call backs, but I believe that learning to use the tool will help me navigate the tool effectively.
What problems is the product solving and how is that benefiting you?
For now, I am still struggling to look for the call backs, but learning and familiarizing the tool more will help me use the it well and effectively. In contrary, the benefits I've realize in using this tool is that it is very convenient to use even though I am still new in using this tool, aside from that, I can view my work and my colleagues evaluations result which will also help me improve my evaluations in the future.
Disruptive technology
What do you like best about the product?
Easy to use. Availablity of a Data Out API.
What do you dislike about the product?
I don't dislike anything but there may be some opportunities for improvement. e.g. the ability to create a moment out of two moments
What problems is the product solving and how is that benefiting you?
We help our customers provide more visibility into the customer calls they're getting by building key moments that are of interest to our customers to track performance or minimize risks
Helpful Info to help with agents
What do you like best about the product?
listening to the agent's calls- I feel it helps them with how they sound and what to work on.
What do you dislike about the product?
Fails , but it helps with the things that I failed on to get them corrected
What problems is the product solving and how is that benefiting you?
to get 100%- helps with the fails
Recommendations to others considering the product:
It is really helpful for me to help my agents
A tool which has all the required information in a Balanced and Complete form.
What do you like best about the product?
I felt the words and phrases headers are the cool ones. I like the way we can search with the words and phrases agents or customers use of words. It gives us detailed information about the customer's reaction to the agents or vice-versa.
What do you dislike about the product?
I am still learning and trying to understand the different headers so I cannot say that I dislike the product yet. I think with the passing days I will have more to say.
What problems is the product solving and how is that benefiting you?
We hear calls for an agent with specific cases which requires any attention. We can see whether the information provided was correct or not. Also, if there is any specific customer who is not happy we can reach out to them and try to resolve the issue.
Make my job easier
What do you like best about the product?
Have the opportunity to recognize more moments
What do you dislike about the product?
Improve the specific words marked on the call
What problems is the product solving and how is that benefiting you?
The script help me to have a better concept of what happened on the call
Recommendations to others considering the product:
Nothing
Excellent Partner
What do you like best about the product?
Collaboration, strong partner who truly cares about our helping our business, people and customers succeed.
What do you dislike about the product?
Not a dislike, but an opportunity to continue expanding feature functionality. Based on experience so far, no doubt that will happen.
What problems is the product solving and how is that benefiting you?
Create stronger data and analytics that we can use to drive CX and EX as well as Client stickiness
Affordable gong-alternative for high volume call centers
What do you like best about the product?
Once integrated, observe as helped us identify calls which met certain criteria by keyword, automate elements of our call QA process and have helped our compliance teams review calls quickly and easily.
What do you dislike about the product?
Like all translation services, the system learns over time and doesn't always transcribe technical terms correctly, so they don't appear in search. We also had a difficult time connecting the system to our telephony and historical call recodings.
What problems is the product solving and how is that benefiting you?
Call recording, transcription, redaction, call QA and record management. We wanted to move away from Gong (cost) since we have a high volume of calls and wish to retain them.
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