Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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They were working on contact center AI before it was a thing
What do you like best about the product?
Intuitive UX for the most part. Low code knowledge needed to operate. It's easy to navigate and teach back to the users. Once the instance is set up it is easy to deploy and onboard to users.
What do you dislike about the product?
UI is dated, handling multiple accounts and even multiple actions is not the best experience.
There still isn't a good account switcher when handling multiple instances, batch import and export of moments and keywords are not yet supports.
Form builder is not as robust for decision tree options
In-app reporting is still limited in it's functionality of being unable to do moment on moment computations.
There still isn't a good account switcher when handling multiple instances, batch import and export of moments and keywords are not yet supports.
Form builder is not as robust for decision tree options
In-app reporting is still limited in it's functionality of being unable to do moment on moment computations.
What problems is the product solving and how is that benefiting you?
Scalability and Automations. The ability to cover 100% of the interactions ensures that there is a larger coverage of all the insights found on the account. Being able to automate repeatable workflows also means that even where automations are not 100%, there is still a reduction in effort. The in app reporting also useful for high level views of the moments and analytics.
User Friendly Tool
What do you like best about the product?
I like Observe AI because it helps our team in monitoring the improvement of the program especially the reporting tab, we can easily track the daily status of each KPIs and call drivers. I like the tool because I can easily contact their customer support, and they always had a swift response on my inquiries or request.
What do you dislike about the product?
It's not that I dislike the tool but I hope there will be view where we can easily check the current issues of the program without creating a moment.
What problems is the product solving and how is that benefiting you?
Automating repetitive tasks that are time-consuming and error-prone for humans
I like it compared to the other tool that I've used before
What do you like best about the product?
The reporting and analyzed tab of the tool is outstanding.
What do you dislike about the product?
I cant think of anything that I dislike on the tool. Though it could have been better if we can save the filters search that the user created so they dont need to filter again same data every time they need to log in.
What problems is the product solving and how is that benefiting you?
QA automation and insight gathering for KPI.
Observe Ai makes our task easier
What do you like best about the product?
Observe Ai is helpful to us because it transcribes our calls into 100%. It has a visible dashboard wherein you can see at a glance the moments and it's percentage capture. We can rank the agents according to performance. it makes it easier to look for the moments or keywords most used by the agents or customer and it will give you a result in a matter of seconds. It also has transcripts and recordings so you can check the calls and avoid errors when evaluating. you can do an evaluation in observe AI. It can also auto redact the sensitive information from the calls. it also has a coaching and reporting tab which helps create analysis reports.
What do you dislike about the product?
The observe Ai does not have a delete option. it only has archived moments. You cannot also see the logs or the activity done in the tool, so you can trace who edited or who has made a change in the tool. The reporting tab has no moment-to-moment correlation.
What problems is the product solving and how is that benefiting you?
Since Observe AI transcribes 100% of the call, we are now able to pull up the interaction in a matter of seconds. It gives us the ability to create analysis using the metadata. Through moments we can view parts of the call without needing to listen to the entire call. As a whole, it makes our work easier.
Observe AI is a game changer tool
What do you like best about the product?
Observe.ai is a game-changer for call center teams. The platform's AI-driven insights provide invaluable feedback, enabling agents to improve performance and enhance customer satisfaction. Its intuitive interface and powerful analytics make it easy to identify trends, coach effectively, and ensure compliance. A must-have tool for any organization looking to optimize their customer interactions.
What do you dislike about the product?
Limitations when it comes to creating dashboard
What problems is the product solving and how is that benefiting you?
Agent performance monitoring, customer experience enhancement, compliance and risk management, data driven decision making, operational efficiency.
Extremely helpful and satisfied with OAI
What do you like best about the product?
I like the Coaching AI or AI COncierge part where you need to input what would you like to see on the call with the agent. It's eye opener and very helpful especially for team leaders so wanted to develop his/her agent real quick. By just checking the previous call if the rep demonstrated a certain behavior or what not then you can be able to provide feedback on what to improve and what to continue doing moving forward. Furthermore, i also like the Analyze tab where you just need to search for a phrase or word and you can see the list of calls. It's really a life-saver
What do you dislike about the product?
It's not that i dislike but we can also consider like adding a summary or case notes on our reporting dashboard so that it will be easier for the operations especially during business review.
What problems is the product solving and how is that benefiting you?
Observe.AI is addressing challenges related to automating and improving the quality of customer service interactions. By leveraging advanced AI technology, it enhances agent performance through real-time feedback, identifies trends and issues in customer interactions, and provides actionable insights for better decision-making. This leads to increased efficiency, higher customer satisfaction, and more effective training for agents.
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)
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