Observe.AI

The actual use of the feature for quality management, evaluation, and insights has been fantastic. My team has been made incredibly more efficient and the trend analysis we've been able to complete since switching to OAI has been way more comprehensive than anything we've been able to manage in the past. The 4/5 star rating does come from the struggles we have had on the administrative/upkeep side of the platform and our interactions with OAI's technical support team. Our relationship with the tech support team has certainly improved and we've gotten faster results after a couple of meetings with our CSM, but it was difficult at first to work with them. Our concerns and issues that we were raising to them were often misconstrued as issues solely on our end or not investigated as thoroughly based on the information provided as we would have liked to see.

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.

WE have had a very positive experience with Observe.AI overall. The platform has significantly improved our contact center quality assurance process through automation and the insights we get from the AI. Previously it really took a lot of time lisstening to calls and scoring them. But now this is all streamlines, consistent and driven by the valuable data! Implementation was quite structures and well layed-out. Customer success has helped us well, they have been responsive to our needs. When it comes to AI Accuracy for call transcription and the sentiment analysis, I am very happy with it, it has helped us identify coaching opportunities and compliance risks. There are still some problems from time to time especially around complexity and fine-tuning evaluation scorecards, but overall the value delivered really outweighs these friction points. I can see that they are continuing to build the product further, which is a great thing to see.

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.

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.