Observe.AI - Screen Recording
Observe.AIReviews from AWS customer
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OAI usage
What do you like best about the product?
The verbatim are visible and we can snip it for audits that needs such document attachements
What do you dislike about the product?
some inaccurate words that don't match what mentioned by the caller
What problems is the product solving and how is that benefiting you?
Detection of profane words
highly effective AI assistance tool
What do you like best about the product?
Creating data analysis with the help of the AI helps our work as a Quality Analysis more accurate. One of the best innovation so far.
What do you dislike about the product?
Observe.AI are depended from other tools when it comes to collating call datas which is sometimes not complete real time.
What problems is the product solving and how is that benefiting you?
gathering data with the help of the tool much easier than doing it manually.
Efficient and Effective work by using Observe.AI
What do you like best about the product?
We were able to monitor much deeper the calls that we've audited. It is easy to use, easy to implement, also the customer support went higher, we use it now more often, it is easy to integrate and the features are easy to navigate.
What do you dislike about the product?
None. Since we are just starting to use the tool, we are still in the process of getting the know it.
What problems is the product solving and how is that benefiting you?
Th Observe.AI greatly helped the business to become efficient by having the deeper analyzations on the reports, calls that we review and for the mastery.
Next level analytics
What do you like best about the product?
Analysis dashboard, Moments, QA form Automation, knowledge AI, RTAA and coaching AI
What do you dislike about the product?
Not being able to modify existing form/s, not customizable interface
What problems is the product solving and how is that benefiting you?
Knowledge AI makes advisor's life easy when pulling KB and related documents. Evaluation made easier with QA automation
Valuable tool with a room for enhancement
What do you like best about the product?
What I really like about Observe.AI is how easy it is to use. The plaform gives us deep insights into customer interactions without being overwhelming. The automatic call scoring and actionable feedback have been game changers for team the we support. I also appreaciate how customizable the analytics are, allowing the team to focus on the metrics that matter the most to their business. And whenever we've needed help, their tech support has been fantastic- super quick to respond and always ready to assist. Overall, its just make the job smoother and effective.
What do you dislike about the product?
Observe.AI has a lot of great features, there are few areas that could use improvement. The language support is somewhat limited, which can be a challenge when dealing with a diverse customer base. Additionally, the platforms interface, while functional, feels a bit plain and could benefit from more polished and visually appealing design. Another thing that stands out is the reporing features - they're useful but could be more robust and visually engaging. Lastly not all all features like Time in Motion for evaluations are fully integrated yet, which limits our ability to analyze performance in depth. Addressing these areas would make the platform even more powerful.
What problems is the product solving and how is that benefiting you?
Observe.AI helps address the challenge of managing and improving customer interactions efficiently. This solves the problem of manually reviewing and evaluating large volums of calls, chats and email, which is time consuming and prone to human error. By automating the call scoring and providing insights, Observe.AI helps identify key trends, coach agents and ensure consistent quality in customer service.
Accuracy is the best policy.
What do you like best about the product?
It's getting all the highlighted words needed for the audit. It helps to see the coaching and markdowns immidiately.
What do you dislike about the product?
Verint interface is much better than OAI. Some of the information are there. Verint recording is much clearer than OAI. There is a delay of calls 6 to 24 hours compared to verint that the call recording is accurate real time.
What problems is the product solving and how is that benefiting you?
Some of the features of verint is not showing in OAI. There's a delay of calls compared to verint that calls are real time.
How Observe AI helped our Quality Evaluations efficiency
What do you like best about the product?
What I like best with OAI is the collboration that we have been getting with Denysse and her team. The support does not after the deployment. We have been connecting bi-weekly to talk about updates and they onboard ua on new features and in return, we provide them feature requests and feedback.
What do you dislike about the product?
We want to see a more comprehensive Usage report where we see exactly which tab the user accessed.
What problems is the product solving and how is that benefiting you?
Understanding low hanging fruit and for us to quickly act on them. Prevent fraud from happening. Reinforce Good behavior.
Everything is easy to navigate.
What do you like best about the product?
It can provide the summary of a long call.
What do you dislike about the product?
There are some transcripts that are not spelled correctly.
What problems is the product solving and how is that benefiting you?
Shorter time in evaluating a call. I can now do other task because of Observe.AI.
highly beneficial in analyzing impacting behaviors
What do you like best about the product?
Utilizing OAI as part of has proven to be highly beneficial in identifying and analyzing particular behaviors that have an impact on AHT and CSAT metrics.The Reports tab gives us a summary of the quarterly, monthly, and daily trends. It also makes it simple for us to drill down and identify the specific behavior that needs to be addressed in order to create an improvement plan.It's also fantastic that admin users can create their own moments to suit our clients' shifting priorities.
What do you dislike about the product?
no downsides encountered so far. Nonetheless, we frequently collaborate with Denyse, our vendor partner, to suggest any features.
What problems is the product solving and how is that benefiting you?
It aids in the automation of qualifying forms. We were able to expand the audit count from the conventional evaluation of two audits per advisor, giving us a larger sample range to determine what the advisor actually needs to be coached on and to provide them more focused feedback and an action plan.
Observe.ai makes things easier and more effective with the insights that it can provide.
What do you like best about the product?
What I like best with Observe.ai is that it's easy to understand and use.
What do you dislike about the product?
What I don't like is that sometimes it lags when analyzing big data.
What problems is the product solving and how is that benefiting you?
Observe.ai catches negative behaviors from agent so it can be corrected right away.
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