About Observe.AI

Observe.AI is a cloud-based call analysis solution, which helps businesses transcribe calls, automate speech recognition and gauge customer sentiments in order to improve agent’s performance in real-time. Features include data redaction, user management, role-based permissions, data filtering, coaching notes, and call moment creation.

The platform lets supervisors search interactions for review and gain insights about hold time, dead air or supervisor escalation. Managers can use Observe.AI to coach agents, provide instructions within a time-stamped transcript, flag anomalies and share evaluation reports with teams. Businesses can utilize the scorecard to track the performance of calls for various date ranges or teams. Supervisors can also det...


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Supported Operating System(s):

Web browser (OS agnostic)

3 Reviews of Observe.AI

Overall rating

4.33 / 5 stars

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February 2021

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

February 2021

It's That Good

Overall this is a great product and they are headed in the right direction. They still need to improve reporting and language support but they do a great job and making sure when they do release new products and features they do the right way.

Pros

The speech analytics and capturing moments is truly game-changing. It's incredibly easy to set up and start using. The speech analytics is very accurate. If you use it correctly, this will pay for its self easily. Now that they have QM to grade agent calls it's even better. There reporting and analysis around call grading is also great for a newly released feature.

Cons

Reporting leaves a lot to be desired. There are really only single value charts and they don't display any comparisons. This makes it difficult to see trends with your calls. They also only support English and Spanish at this time.

February 2021

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

February 2021

Great Product

Overall it is user-friendly, and integrates seamlessly.

Pros

I like how automated it is. I will score my calls with pre-defined moments and attributes I am looking for.

Cons

It is more pricey than other tools, and support is sometimes lacking.

October 2021

Renae from Self Employed

Company Size: 5,001-10,000 employees

Industry: Telecommunications

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

3.0

Customer support

3.0

Functionality

4.0

October 2021

Observe AI Needs More Work

Im not fond of it but i feel with improvements on the main issues listed above it can be useful.

Pros

I like that its easy to find a call in it and provide coaching to an agent. I like that there are different ways to search for information within the application and also how its easy to follow along with the audio recording in the same application versus having to pull it from elsewhere.

Cons

I dont like that the speech portion doesnt match the audio being said at all. I feel this needs to be improved as well as the moments terminology, i wish it was more user friendly and easier to understand on how it applies to a call.