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Echo AI Reviews & Product Details

Echo AI (formerly known as Pathlight), transforms how organizations engage with their customers with its groundbreaking Conversation Intelligence platform. Leveraging advanced generative AI, Echo AI autonomously processes millions of customer interactions, enabling businesses to act on real-time intelligence and insights. This empowers not only customer-facing teams but entire organizations to understand and act upon every customer interaction. The best businesses are the most customer-centric. This has always been true. The main reason why startups can be so disruptive is that they are closer to the customer and can react faster to their changing needs. However, a paradox emerges as a business grows. The more customers it acquires, the harder it becomes to genuinely listen to each one. The less a company listens, the more they falter. Soon enough, a newer, more customer-centric competitor takes their place. Your customers are telling you every day what they want. It's right there in front of you: in calls and chats, in surveys and in reviews. Answers to every million-dollar question you have are just hiding in plain sight. Until now, those answers were impossible to find. After all, no person or team can physically and analyze every single customer interaction. The advent of generative AI changed all of that. We built Echo AI because we saw that the technology finally existed to solve this problem. Our mission is to empower you to be infinitely customer-centric, whether you have 10 or 10 million customers. We built Echo AI from the ground up to leverage the power of AI so that you can listen, learn, and react to each customer as attentively as you did when you started. Like personal computing, it's the kind of human amplification that can only come with a technological breakthrough, and it's a capability that is now within reach. As a startup founder, you can talk to every customer. Echo AI lets Fortune 500 executives do the same. Imagine making every decision based on the confidence that you know what millions of customers want.

Seller

Echo AI

Discussions

Echo AI Community

Languages Supported

English

Overview by

Angela Lee

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Echo AI Media

Echo AI Demo - Uncover hidden insights about every customer

Analyze every single conversation across every channel with human-level depth and give leaders the answers to the critical strategic questions that drive growth and retention.

Echo AI Demo - Total visibility into every interaction

Echo AI analyzes every interaction across every channel so you have complete visibility.

Echo AI Demo - Generative answers to critical questions

Tell Echo AI what your most pressing questions are and sit back as AI agents review every single conversation and identify persistent and emergent trends.

Echo AI Demo - Track anything with powerful tags

From escalations to supply chain issues, you can create powerful tags that track anything with just a simple prompt. No special syntax or pre-training required. Track concepts, not just phrases.

Echo AI Demo - QA 100% of agent interactions instantly

Automatically review and score every call, email, and chat interaction. Deliver personalized AI coaching to each agent to improve key behaviors, and instantly flag compliance violations as they happen.

Echo AI Demo - Get (and stay) on the cutting edge

Every major model supported We support all major 3rd party and hosted large language models. Our research team is constantly evaluating new models to ensure you are always on the cutting edge. The right model for the right job Our platform is built such that every single analysis point, ...

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SR

Shreya R.

data science intern

Small-Business (50 or fewer emp.)

9/23/2024

"Efficient AI-Powered Analytics for Streamlined Decision-Making"

5/5

What do you like best about Echo AI?

I appreciate how Echo AI simplifies complex data analysis and decision-making processes with its user-friendly interface and robust AI-powered features. The ability to automate data insights, generate detailed reports, and perform predictive analytics without extensive manual effort significantly improves productivity. Its integration with various data sources and real-time analytics capabilities are especially valuable for making informed, data-driven decisions. Review collected by and hosted on G2.com.

What do you dislike about Echo AI?

One area for improvement could be the customization of reporting features. While it provides excellent standard reports, having more flexibility to tailor them to specific business needs would enhance its usability. Additionally, there could be more support for handling larger datasets seamlessly without occasional performance lags. Review collected by and hosted on G2.com.

What problems is Echo AI solving and how is that benefiting you?

Echo AI helps solve the challenge of manually analyzing and processing large datasets by automating much of the data analysis process. This saves significant time and reduces errors, allowing me to focus more on strategic decision-making. It provides real-time insights, which is critical for quick, informed decisions in a fast-paced business environment. Additionally, its predictive analytics tools have helped forecast trends and optimize resource allocation, ultimately improving operational efficiency and driving better business outcomes. Review collected by and hosted on G2.com.

KS

Ken S.

Mid-Market (51-1000 emp.)

2/19/2024

"Director of Customer Experience"

5/5

What do you like best about Echo AI?

Prior to Echo AI, we were manually performing quality assurance on inbound phone calls. As a result of the manual process, and limited resources available, very few calls were being evaluated and scored. Immediately after implementation, with 100% of our inbound calls now being listened to, our overall quality score increased dramatically. Echo AI is so easy to use , and it highlights exactly where our focus needs to be. We meet with the Echo AI customer success and product teams weekly to fine tune the application and discuss product enhancements. It's been an amazing process thus far! Review collected by and hosted on G2.com.

What do you dislike about Echo AI?

Honestly, there has not been any downside to NativePath using Echo AI conversation intelligence. The team is very responsive to our needs and the software is so easy to use and understand. Review collected by and hosted on G2.com.

What problems is Echo AI solving and how is that benefiting you?

Our original pain point was to eliminate the manual nature of our quality assurance process for inbound and outbound calls. Mission accomplished! Since implementation 3 months ago, we have realy started to dig into the potential of Conversation Intelligence, which gives us a much deeper understanding of what our customers are saying about our products and services, and just as important, what they are asking for from NativePath. We have just started to share Streams with our Marketing team so they can better understand customer feedback around products and promotions - which should lead to more targeted and better written promotions moving forward. Review collected by and hosted on G2.com.

CM

Carlos M.

Inside Sales Manager

Mid-Market (51-1000 emp.)

2/15/2024

"Compliance and script adherence without the heavy lifting."

5/5

What do you like best about Echo AI?

I find Echo AI to be very intiutive. When working with any new piece of technology I always prefer solutions that guarantee ease of use, realiability and can deliver on those promises. Echo AI has allowed me to manage my team more effectively by identifying bottlenecks in our process. Areas such as script adherence, compliance audits and more.

Getting started takes a bit of work because of the dynamics of AI but once dialed then, the system is capable of adapting to changes and providing insight about business challenges that were not top of mind. Their dedicated team of relationship managers and engineers have made implementation easy and their support is impecable.

Echo AI has become one of my favorite tools when directing my team and we use it daily. My favorite feature so far has been "Streams" - This feautre analyzes and bundles information from conversations that allow us to have a quick glance at trending issues from our customers as well as our agents. This has been great for us because we have been able to get in front of shipping delays, packaging issues and more. Review collected by and hosted on G2.com.

What do you dislike about Echo AI?

I have not found any tools within Echo AI that we have not found helpful. When we first fired it up we uncovered occasional quirks within the UI that were immediately addressed. None of which affected the ease of use or the reliability of the system.

The ability to drag and drop agents from and to different teams would be useful in future updates. Review collected by and hosted on G2.com.

What problems is Echo AI solving and how is that benefiting you?

Echo AI is helping our team manage script adherence with our agents. The analytics have allowed us to identify areas of our script where our agents are losing confidence or not effectively reacting to rebuttals. This has allowed us to be more effective in 1X1 coaching sessions and also implement changes as needed.

Part of our initiative also includes a compliance aspect. We have tasked Echo AI to provide feedback on the compliance components required by our organization with great results. In our industry, there are certain words that we are simply not allowed to say. We never want to give anyone the impression that we are doctors or providing medical advice. Echo AI has given us the ability to immediately react to situations where key words or key phrases are addressed and we can provide immediate coaching and take action.

The streams feature has also given us additional words to add to our "watchlist" Review collected by and hosted on G2.com.

ER

Verified User in Retail

Mid-Market (51-1000 emp.)

2/21/2024

"A valued and strategic partner for us!"

4.5/5

What do you like best about Echo AI?

EchoAI has been a valuable partner to us - first helping us with better understanding how our team members were doing and then helping us understand the top drivers of call volume for our business. We've worked with a great group over there that have gotten to know our business and have offered up solutions that make the most of their technology. They have been very receptive to feedback and suggestions and are quick to pivot when needed. For example, we wished for additional data on a dashboard they provide and within a day, they had made the change for us. Review collected by and hosted on G2.com.

What do you dislike about Echo AI?

I've asked Echo.AI to help provide greater transparency to us on the consumption of credits to make it easier for us to budget and understand where we are, and they have said this will be coming soon. Review collected by and hosted on G2.com.

What problems is Echo AI solving and how is that benefiting you?

We needed to find an automated solution that would help us listen to all our customer service conversations and help us quickly understand 1) what do our customers need, 2) what products and services are they calling about and 3) how our team is adhering to policies, procedures and hospitality standards. Echo AI has delivered on that need for us. Review collected by and hosted on G2.com.

UH

Verified User in Human Resources

Enterprise (> 1000 emp.)

9/24/2024

"A valued tool"

4/5

What do you like best about Echo AI?

This tool helps my team understand how well are we doing our jobs with the calls and with our case resolution program. "Streams" help us a lot to analyze information from our conversations. Review collected by and hosted on G2.com.

What do you dislike about Echo AI?

No complaints about this tool, I love it Review collected by and hosted on G2.com.