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Easy-to-use system: Many users have expressed that Observe.AI is an easy-to-use platform that consolidates all necessary information on …
Overview
What is Observe.ai?
Observe.AI, a provider of Contact Center AI in San Francisco, supports customer experiences and agent performance by helping to analyze interactions, extract sentiment insights and streamline workflows. With Observe.AI, businesses transcribe interactions to coach agents while gaining visibility into…
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What is Observe.ai?
Observe.AI, a provider of Contact Center AI in San Francisco, supports customer experiences and agent performance by helping to analyze interactions, extract sentiment insights and streamline workflows. With Observe.AI, businesses transcribe interactions to coach agents while gaining visibility…
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- Premium Consulting/Integration Services
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Product Details
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- Tech Details
What is Observe.ai?
Observe.AI, a provider of Contact Center AI in San Francisco, supports customer experiences and agent performance by helping to analyze interactions, extract sentiment insights and streamline workflows. With Observe.AI, businesses transcribe interactions to coach agents while gaining visibility into customer service operations. Observe.AI technology includes agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to contact centers.
With Observe.AI, contact centers can surface intelligence across every interaction, giving employees highly accurate, actionable feedback using coaching and evaluation workflows, and improving key business metrics.
Platform enables businesses to:
With Observe.AI, contact centers can surface intelligence across every interaction, giving employees highly accurate, actionable feedback using coaching and evaluation workflows, and improving key business metrics.
Platform enables businesses to:
-Analyze customer conversation
-Spend less time searching for and evaluating tactical areas of conversations
-Deliver consistent CX
-Help accelerate agent performance
Observe.ai Screenshots
Observe.ai Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Pros
- Cons
- Recommendations
Easy-to-use system: Many users have expressed that Observe.AI is an easy-to-use platform that consolidates all necessary information on one screen, allowing for quick and efficient work. This feature has been praised by numerous reviewers as it enhances productivity and eliminates the need to juggle multiple sites simultaneously.
Responsive customer service: The customer service provided by Observe.AI has received positive feedback from users. Reviewers have noted that the company's support team is instructive, useful, and shows excitement about partnering with customers. This commitment to meeting user needs and finding solutions together has been appreciated by many.
Customizable evaluation forms: The customizable evaluation forms offered by Observe.AI are highly regarded by users. These forms allow for tailored assessments and the gathering of all necessary information for coaching sessions. Several reviewers have mentioned this feature as a valuable tool in their workflow.
Inaccurate Transcription: Users have expressed frustration with the inaccurate transcription provided by Observe.AI. Some users have found that the transcriptions do not always match what was actually said in the call, making it difficult to rely on this feature for accurate record-keeping.
Missing Promised Features: Several reviewers have mentioned that Observe.AI has failed to deliver on promised features even after 18 months of use. This has left users feeling disappointed and unsatisfied with the product.
Price Increase and Additional Costs: Users are unhappy about an impending increase in prices and the need to pay for a multichannel license. They feel that these additional costs are not justified given the existing limitations of the product and its inaccurate transcription capabilities.
Users commonly recommend the following improvements and actions based on their experience with Observe.AI:
- Enhance the Auto QA feature by adding a forward button or a feature to advance on a specific point of the recording.
- Provide tools for searching specific instances of occurrences via phone or chat.
- Spend time upfront to set up Observe.AI correctly.
- Use Observe.AI for quality employee enhancement.
- Utilize Observe.AI for swift and customized searches to locate troubled situations/moments for CS agents.
- Take advantage of Observe.AI's helpfulness in assisting agents, providing feedback, and protecting employees.
- Partner with Observe.AI as a great product and company.
- Consider Observe.AI for a detailed look from the outside, saving time, and providing more visibility into data and agent quality.
- Utilize Observe.AI's speech recognition and API capabilities to extract insights from agent-customer dialogue.
- Engage with the Observe.AI team for accessibility, assistance, guidance, and expertise.
- Leverage Observe.AI's network of consumers to learn from their use cases.
- Invest time and money in having a team internally to become SMEs and super users for Observe.AI.
These recommendations highlight the importance of improving certain features within Observe.AI, investing effort in setup and training, and utilizing the platform's capabilities for quality enhancement, efficient searches, and valuable insights. Users also emphasize the positive experiences they have had with the company's customer service and suggest engaging with them for support and guidance.
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