Overview
Product Information on Observe.AI
What is Observe.AI?
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Overall experience with Observe.AI
“Strategic Partnership Enables Enhanced Visibility and Long-Term Quality Oversight”
“Customer Interactions Hindered by Sales Focus and Communication Challenges”
About Company
Company Description
Observe.AI is the AI agent platform for customer experience. It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with predictable outcomes for the business. Observe.AI combines advanced speech understanding, workflow automation, and enterprise-grade governance to execute end-to-end workflows with AI agents. It also enables teams to guide and augment human agents with AI copilots, and analyze 100% of human and AI interactions for insights, coaching, and quality management. Companies use Observe.AI to transform customer experiences every day by accelerating service speed, increasing operational efficiency, and strengthening customer loyalty across every channel.
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Observe.AI
Reviewer Insights for: Observe.AI
Observe.AI Likes & Dislikes
Since implementing Observe AI , we've realized significant, measurable improvements across efficiency, coverage, compliance and customer experience. We love the fact that we have been able to increase the number of evaluations by 300% while simultaneously achieving 30x efficiency gains and saving more than 12k hours permonth previously spent on manual QA evaluations. These gains allowed us to scale quality oversight without adding operational burdens such as staffing overhead.
There are no outages and their engineers provide reasonable turnaround times for custom work.
The interface is easy to navigate once you go through each module and have basic familiarity.
At this time, there are no specific aspects of the platform we dislike. Observe AI is highly configurable and can be designed to align closely with our business needs.
My experience with the Customer Relationship Management team, aside from some reps, has been challenging. Interactions often feel overly sales driven rather than collaborative and at times the communication style can come across as dismissive. Product negotiations have been particularly frustrating due to changing terms and perceived bait and switch tactics, which undermines trust. It all seems very male dominated.
Limitations in searching for key areas of service lines/topics, dashboards are customizable but not easy to self manage and advance without support, limited enrichments for Gen AI moments (which are of upmost importance to complex service requirements and diverse workflows), inability to modify forms without creating multiple version cause reporting complexity with multiple forms needed for historical trending reports.
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Observe.AI Reviews and Ratings
- Director of Sales50M-1B USDFinance (non-banking)Review Source
Strategic Partnership Enables Enhanced Visibility and Long-Term Quality Oversight
Overall, our experience with Observe AI has been highly positive. The platform has enabled us to modernize our quality program by moving beyond manual audits and basic screen recordings to a more automated, insight driven approach. Observe AI delivered value quickly, demonstrated strong accuracy during our proof of value to full blown implementation. They provided visibility into sentiment and compliance risks that we previously could not track effectively. Just as important , the Observe AI team has operated as a true strategic partner, working closely with our leadership to support both immediate automation goals and a longer term quality strategy. - Director of Audit50M-1B USDHealthcare and BiotechReview Source
Interface Relatively Simple Yet Dashboard Customization and Gen AI Features Limited- Customer support is exceptional
Customer support, in particular our rep is above market expectations in my experience. She has fundamentally supported the adoption and advancement continuously through several teams and services for our business with thoroughness, personalized support and dedication to our company. - Director of Operations50M-1B USDHealthcare and BiotechReview Source
Insights Into Both User and Administrator Experiences Using Observe.AI
I've thoroughly enjoyed using and managing the Observe.AI platform. The partnership with the vendor has been stellar. Times when new features were launched, the customer success partner from Observe provided quick and easy to understand updates which included timeline for new features to launch, their intent and value associated with the features. The platform is consistently reliable and the reporting capabilities, Gen AI features and moment detections are consistently accurate and scalable. - Operations Manager1B-10B USDBankingReview Source
Robust Features and Support Offset Navigation Challenges in Observe Reporting Suite
The support from the Observe team has been above and beyond what we expected. There are so many facets to the platform that we relied heavily on the guidance and support from the OAI team from implementation through launch and normalization. - Manager, Customer Service and Support50M-1B USDReal EstateReview Source
An Administrator's Point of View of OAI's Capabilities
OAI has been an immensely helpful tool in our call auditing process and compliance tracking.