Observe.AI - Post-Interaction AI
Observe.AIReviews from AWS customer
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Observe AI Survey: Good software, marvelous client management
What do you like best about the product?
Observe really invest on quality client management resources, they have frequent facetime with their clients like me, they soak in so many suggestions and feedback and they help their clients in many things from the formative stage up until maintenance and regular check-ins.
What do you dislike about the product?
Please extend your business into telephonies too
What problems is the product solving and how is that benefiting you?
It has solved so many projects and I wouldn't be able to finish this survey if I go one by one. Mostly it helped the contact center operate better not only in terms of quality but also in terms of strategy. We're able to scale our evaluations thus creating more accurate insights where the business base its decision from.
Cutting edge technology has hit some roadbumps
What do you like best about the product?
A wider product offering means that speech analytics is now a sliver of their entire product catalogue. They are constantly making advancements and bugs are rarely, if ever, an issue.
What do you dislike about the product?
Their leadership must have changed somehow. Where we once had outstanding customer service, we now have long email exchanges that often end up in an upsell. The product is great, but they no longer seem to have the account managers to support it.
What problems is the product solving and how is that benefiting you?
Sales skills in our tenured and new hire agents were very difficult to manage. We would spend so much time revamping scripts but supervisors couldn't see the impact until months later, if at all due to lack of oversight. We can now role things out in a matter of days and measure performance. Our agent's rebuttal skills have dramatically improved due to supervisor accountabilyt in using the tool on an hourly basis to extract every little bit out of RPCs.
New and Cool Observer and .AI than can do task very easily.
What do you like best about the product?
When I used this AI I already used others those are available I kinda find this one more easy and more realistic solutions, but not limited. Integration and implementation is very easy with supported app, I my case I used Fin-Pay to understand paychecks, expense, overall stats for more efficient data anaylysis using Observ.AI. Find a issue and get to customer support they will help you like friend. You can use this AI frequesntly with your apps. The Quality of speech recognition and Getting much clear and advanced analytics for more businedd development.
What do you dislike about the product?
When asking about the history questions of that chat this has issue of understanding the questions and providing the answers. Should upgrade with latest data analysis techniques.
What problems is the product solving and how is that benefiting you?
Manually analyzing calls takes time and resources. Observe.AI automates call transcription, analysis, and insights generation, saving time and allowing agents to focus on customer interactions.
An easy solution for QA.
What do you like best about the product?
It's always rating the agents' work, and showing tendencies over time, to provide effective coaching.
What do you dislike about the product?
The AI has to go through a thorough training before being ready to launch.
What problems is the product solving and how is that benefiting you?
Observe.AI is constantly watching over the agents' work, evaluating their processes and their customer service skills to improve the quality of their work over time. It's more precise and constant than regular Quality Assurance guidelines.
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.
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