Wow, this is a hard one. All the Features are truly beneficial but; I would have to say, my favorite feature of OAI is 100% automation! In the traditional BPO industry, a Quality Assurance/Compliance Team is only able to audit roughly 4-6% of all calls taken yearly but, with OAI the bridge is sure crossed! What does that mean for an organization? It means more customer insights on what your customers enjoy and, you also identify what needs to be fixed, to increase your customer base. It also means that you do not miss a single agent trend as now you are seeing every interaction that is handled. Review collected by and hosted on G2.com.
I would not say "dislike" but, the one feature I am looking forward to seeing being launched is live call guidance. This would truly assist agents that are working on compliance based accounts and, it would be a total 360 for the call monitoring process. You are not just getting results, the tool would be producing your results. # further Game-changing# Review collected by and hosted on G2.com.
227 Observe.AI Reviews
Overall Review Sentiment for Observe.AI
Log in to view review sentiment.
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 !! Review collected by and hosted on G2.com.
OAi is yet to recognize spanish. We do have a major number of spanish customers. Review collected by and hosted on G2.com.
The ability to transcribe conversations reduces the amount of workload an evaluator does in completing an assessment as keywords that can serve as interaction indicators can easily be searched rather than listening to the full length of the call.
The Reporting Dashboard view also allows a myriad of reporting options depending on the client needs. Review collected by and hosted on G2.com.
Building up Moments can be time-consuming but OAI has sufficient resource guides and persons that can provide insight and assistance to make this seamless and seemingly easy. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
no downsides encountered so far. Nonetheless, we frequently collaborate with Denyse, our vendor partner, to suggest any features. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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 Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
From customizable dashboards to a wide array of products, Observe.AI is constantly evolving. If something isn’t available yet, their incredibly responsive account reps make it just a request away. Their tech team is also extremely efficient at resolving ticket requests, ensuring quick turnaround times. While quality monitoring is a key feature, their advancements in bot technology are expanding capabilities even further. Ultimately, performance management for call centers is where Observe.AI truly stands out. Review collected by and hosted on G2.com.
There could be more assistance from the initial onboarding team. Using OAI to the max requires upskilling and a lot of smaller companies don't have those types of employees. Having seminars on a quarterly basis to broaden knowledge on how to use the tool that we can sign up for would be most helpful. More printed materials would also be amazing. Review collected by and hosted on G2.com.
Amazing transcription quality which means the tool has great speech analytics and also ai insights improved our call performance, QA helped to improve our customer interactions. Review collected by and hosted on G2.com.
I am still learning , sometimes there is a miss in transcription. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
We want to see a more comprehensive Usage report where we see exactly which tab the user accessed. Review collected by and hosted on G2.com.
