Observe.ai

Score8 out of 10

8 Reviews and Ratings

Community insights

TrustRadius Insights for Observe.ai are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

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.

Reviews

3 Reviews

Observe.ai – A Fantastic AI Solution That Deserves More Than a Second Look

Rating: 10 out of 10

Incentivized

February 14, 2022

Use Cases and Deployment Scope

We use Observe.ai for multiple purposes. We perform our for-call QA evaluations and agent performance management using the solution. We also use it to identify trends and knowledge gaps to coach the agents within the tool. Lastly, we use it to uncover insights in combination with other data. The main business problems the product addresses are the speed, accuracy, and efficiency of our quality monitoring program; It helps us with our training program, as it makes it easy to identify KPIs or process requirements we need to retrain or uptrain our agents with and it certainly helps us with legal and compliance, as it can easily identify calls that could potentially become threats for us. The scope includes all our recovery business and a good part of our BPO outsourcing operations.

Pros

Call transcription in English and Spanish, it's top notch, with little margin for error.
Sentiment detection, stikines, and ease of use
It's very good at integrating well with existing solutions.
Post-sales support is consistent and focused.
Working with their clients to train users and partnering up to expand your usage of the solution

Cons

A bit more customization of some screens to filter the data how I want

Likelihood to Recommend

Observe.ai is incredibly well suited for uncovering trends. The accuracy of their transcripts paired with how easy it is for any user to find insights helps us tap of data you would think would be impossible to get, or at least in a very slow and manual process (listening to call samples, 1 call at a time it’s a thing of the past now). This simplicity of use and the power of their machine learning and AI applications have proven to be particularly helpful for us to boost our agent performance and training. Observe.ai is still at the early stages of real-time agent assist, so I would not recommend it right now for that type of application.

Verified User

Director in Quality Assurance (5001-10,000 employees)

Vetted Review

3 years of experience

Call Center Evaluations Made Easy

Rating: 8 out of 10

Incentivized

February 10, 2022

Use Cases and Deployment Scope

We currently use Observe.AI in our Call Center as a Quality Evaluation tool. The tool allows us to provide real-time feedback to our agents on the quality of their call performance. The tool allows us to see how each agent compares against their peers.

Pros

Call audit evaluation tools.
Call transcription.
Agent Leaderboard.
Agent coaching tool/performance tracker.

Cons

Reports are limited.
Transcript accuracy.
Ability to ignore on hold messaging in call transcription.

Likelihood to Recommend

Observe.AI continues to provide an improved environment for call auditing and agent coaching. Observe.AI is less proficient in transcription and call moments that are of value.

tammi zelm

VP CUSTOMER EXPERIENCE in Customer Service at EMTEK PRODUCTS (501-1000 employees)

Vetted Review

3 years of experience

Observe.AI accelerates higher value transactions across the board

Rating: 10 out of 10

Incentivized

February 10, 2022

Use Cases and Deployment Scope

Revenue growth, script compliance, escalation resolution, and employee management.

Pros

Easy to use platform to get started and maintain.
Transparency on every phone call for agent coaching and customer satisfaction.
Revenue generation.

Cons

71% increase in sales since implementation.
33% decrease in customer escalations since implementation.
20% increase in script compliance since implementation.

Likelihood to Recommend

I can not think of any scenarios where Observe.AI is not well suited and believe that the use cases are limited to the imagination of the individual creating the moments. Observe.AI is like having a personal coach for each and every one of our sales and customer service personnel. We have even rolled this out to our operations team to ensure that we have compliance with company standards on all of our calls.

Verified User

Vice-President in Sales (1001-5000 employees)

Vetted Review

2 years of experience

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Observe.ai – A Fantastic AI Solution That Deserves More Than a Second Look

Rating: 10 out of 10

Incentivized

February 14, 2022

Use Cases and Deployment Scope

Pros

Call transcription in English and Spanish, it's top notch, with little margin for error.
Sentiment detection, stikines, and ease of use
It's very good at integrating well with existing solutions.
Post-sales support is consistent and focused.
Working with their clients to train users and partnering up to expand your usage of the solution

Cons

A bit more customization of some screens to filter the data how I want

Likelihood to Recommend

Verified User

Director in Quality Assurance (5001-10,000 employees)

Vetted Review

3 years of experience