Overview
Product Information on Observe.AI
What is Observe.AI?
Observe.AI Pricing
Overall experience with Observe.AI
“Insights Into Both User and Administrator Experiences Using Observe.AI”
“Faster Processing Time Not Enough to Compensate for Advanced Feature Limitations”
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.
Company Details
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: Observe.AI
Performance of Observe.AI Across Market Features
Observe.AI Likes & Dislikes
As both a user and administrator, I find Observe.AI to be intuitive and data rich which has helped to significantly improve efficiency, coaching quality and operational insight. The AI coaching notes feature is something I'm looking forward to implementing for my organization. Early testing of the feature shows promising results, moreover, when tying in how the support from Observe.AI's product, project manager and engineering team has been with helping to get the feature fully ready for release; adds more meaning to how awesome the customer service has been.
Processing time is faster compared to similar products I have used in the past. Engagement with the team at all levels is excellent.
The interactions and evaluations are easy to navigate and the variety of products within the platform are robust. The best word to describe the platform is: opportunity. There is so much value that can be gleaned from the platform, it's just a matter of knowing what you want and being really strategic about prioritizing implementation based on ROI.
There is an opportunity to continue enhancing AI action steps and calibration tools to help leaders more quickly interpret and confidently act on AI generated insights. Also, opportunity to streamline reporting and navigation across advanced features (like analyze, Gen AI studio, moments), especially for administrators supporting multiple stakeholder groups.
Inability to incorporate other moments, metadata, and advanced operators (NOT LIKE) in Moment building.
The reporting suite is very robust but not easy to navigate or self-serve, I typically have to rely on support from the team to help build or modify any widget. I wish there was more customization available with coaching forms and evaluation forms, though you can build a variety of elements, there are rigid structural requirements that decrease the ability to scale to implement Observe as the singular coaching tool, for example.
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Peer Discussions
Observe.AI Reviews and Ratings
- 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. - Director of Operations10B+ USDHealthcare and BiotechReview Source
Enhanced Flexibility and Usability Noted With Shift to Intent-Based Approach
Observe is very responsive, listens to product suggestions, and has a top notch tech team - Business Development Manager50M-1B USDMiscellaneousReview Source
Quick transcript summerizer, worth it.
Overall its a great product that allows me to quickly summarize transcripts. Saves me tons of time when it comes to looking back at previous calls and finding the important info. - Data and Analytics Manager1B-10B USDBankingReview Source
Faster Processing Time Not Enough to Compensate for Advanced Feature Limitations
Implementation took much longer than expected, and basic features of Moment building that I would expect to see are not present. The team has been very responsive and engaging, trying to help us troubleshoot and find ways to add value at every turn.