Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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Observe.ai works for our data-driven quality assurance team and customer-centric call center.
What do you like best about the product?
The top two things that our teams place value on are the Moments Scorecards and the Analyze function. We have moments created not only for our QA teams but also for supervisors and other internal stakeholders in other departments to retrieve data on the custom moments we've created. The Analyze function is used by multiple roles within Customer Service to track ad-hoc changes, new moment verbiage, and to expand R&D insights for caller experience and engagement.
What do you dislike about the product?
Customer Service at Root is very data-driven. While Observe.ai has data and provides us the insights we typically need, it is a very manual and exhausting process to move that data out. As an example, we can copy the percentage of scorecards, or we can select the scorecard and copy the number of calls and the total calls into an excel/gsheet every day to see how the call center is trending.
What problems is the product solving and how is that benefiting you?
Feedback volumes and employee development, with two Quality Assurance associates we're able to find the calls flagged for opportunities based on the moment. Our two QA are able to work through moments with an existing opportunity and coach our team of over 60 associates weekly, directly impacting our employee development, growth, CSAT, and NPS through positive feedback and consistent drive to improve.
No Comparison
What do you like best about the product?
From sales to implementation. From speech translation to coaching. Observe outperforms all competitors
What do you dislike about the product?
No complaints with observe at all. excellent organization.
What problems is the product solving and how is that benefiting you?
Speech to text and the ability to pull data from all interactions quickly by using the text.
Recommendations to others considering the product:
Compare the sentiment and speech to text to others. Then compare how you would partner with observe vs others.
I am happy with aspects of the product but feel some features need to be added to improve it.
What do you like best about the product?
The Moments feature makes it easy to visualize the different parts of a call at a glance.
What do you dislike about the product?
There's no simple way to export data for reporting purposes.
What problems is the product solving and how is that benefiting you?
It's helped to solve the problem of the limited amount of calls we can get information about with a manual review process.
MARS SURVEY
What do you like best about the product?
I love the fact that it transcribes calls. I also love the different filter options. It makes it streamline and easy to find the types of calls you need.
What do you dislike about the product?
its hard to get a hold of anyone for help. Or its hard to understand what we can get help with. When we reach out to our contact, sometimes the issue will be something he can help with or he will tell us it is IT ... hard to determine the difference.
What problems is the product solving and how is that benefiting you?
Random redaction makes it difficult to listen to imperitave parts of the call. Also, the monitor form portion still needs to be improved to allow tabbing. Clicking with the mouse for each individual question is time consuming and outdated.
Recommendations to others considering the product:
There is so much this tool is able to do that I'm sure I am just not aware of. It is very powerful and very "smart". I think they could have user friendly guides and wish they had more training in place.
Observe.AI is easy to navigate through.
What do you like best about the product?
Observe.AI is helpful because it is easy to locate the information you are looking for.
What do you dislike about the product?
I haven't found anything to dislike about observe.AI
What problems is the product solving and how is that benefiting you?
I am able to locate the information im looking for and also able to read the conversation between a customer and our agent. that is a nice benefit.
I feel like its no very reliable.
What do you like best about the product?
the one thing I like best is the transcription even though they are not 100% accurate.
What do you dislike about the product?
I dislike the default dates are not the most recent, I dislike how sometimes not all inbound calls appear, I also dislike how when looking for an account you have to reload the page in order for it to be located.
What problems is the product solving and how is that benefiting you?
its very beneficial that the SSN and card/banking information is redacted, for requests we had to go through a different app to redact this info.
It makes my job easier
What do you like best about the product?
It allows me to go straight to specific parts of a call and focus on whatever part I prefer to listen.
What do you dislike about the product?
It takes several hours for calls to appear and in some cases all calls are not showing.
What problems is the product solving and how is that benefiting you?
I'm able to read the transcription of parts of a call I cannot hear properly with my headphones.
Recommendations to others considering the product:
It takes a couple days to get familiar with the way Observe AI works, so just relax and navigate through it.
Excelent expercience
What do you like best about the product?
We have the recording and the form to complete the evaluation in the same place so, we don't have go to another place to completed.
What do you dislike about the product?
So far, I haven't find anything that is not helpful for me.
What problems is the product solving and how is that benefiting you?
The fact that I don't have to complete the form all over again if I have made a mistake, I just have to hit edit the form and resubmit. That save me time so much time.
Recommendations to others considering the product:
NO comments
The platform is very complete and easy to use.
What do you like best about the product?
That I have these "moments" that I can use to find exactly what I'm looking for when it comes to find trends, and I can adjust them with the LOB talk-off, basically, do my own verbiages according with our calls. Audits are easier and faster. I have the call transcriptions right there in the same screen, and they are very accurate. Everything is right there, the platform is very easy to use.
What do you dislike about the product?
For my LOB we are still not able to download calls. I would like to have the demographic information available and some of the sensitive information like cards or checking account info, basically, numbers. For my LOB is an information that agents need to gather accurately, so is something that I would like to hear. Also the time difference, so far it only have available the calls in EST time, I wish I could select our time so I don't have to mentally calculate the call time.
What problems is the product solving and how is that benefiting you?
Call monitoring is more fast, and for example, when we receive escalations that required transcriptions, we are able to do it more fast too.
Recommendations to others considering the product:
If you are looking to maximize your employees' time and make their performance more accurate, this is the right tool!
n/a
What do you like best about the product?
Being able to jump to different areas of a call.
What do you dislike about the product?
Not being able to filter clients properly.
What problems is the product solving and how is that benefiting you?
Disclosure discrepancies
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