Observe.AI Features
Call Analytics (4)
Call Recording
Records sales calls and facilitates playback 43 reviewers of Observe.AI have provided feedback on this feature.
Machine Learning
As reported in 44 Observe.AI reviews. Utilizes machine learning technology to analyze recorded sales calls
Call Analysis
As reported in 44 Observe.AI reviews. Analyzes or facilitates the analysis of recorded and stored sales calls for insight
Lead Qualification
Leverages analytics to qualify and score calls in real time This feature was mentioned in 40 Observe.AI reviews.
Agent Performance Management (3)
Customer Scoring
Based on 40 Observe.AI reviews. Leverages technology to rate or "read" recordings to determine the impact of sales calls
Speech-to-Text
As reported in 42 Observe.AI reviews. Transcribes sales calls from speech to text
Artificial Intelligence
Based on 43 Observe.AI reviews. Utilizes artificial intelligence technology to discover insights within recorded sales calls
Quality Assurance (3)
Evaluation
As reported in 143 Observe.AI reviews. Provides tools for evaluating customer interactions
Calibration
Offers features for maintaining fair and consistent scoring This feature was mentioned in 140 Observe.AI reviews.
Reports
As reported in 134 Observe.AI reviews. Generates quality and performance reports
Engagement (3)
Feedback
Tools for providing personalized feedback and coaching sessions This feature was mentioned in 144 Observe.AI reviews.
Dashboards
Based on 137 Observe.AI reviews. Provides a centralized dashboard for agents to view their scores and feedback
Training
Tools for educating and training agents 133 reviewers of Observe.AI have provided feedback on this feature.
Performance (2)
Integrations
Integrates with other customer service or CRM software This feature was mentioned in 126 Observe.AI reviews.
Compliance
Helps ensure customer privacy and data protection 134 reviewers of Observe.AI have provided feedback on this feature.
Responses (3)
Personalization
Provides personalized responses to interlocator based on segmentation or past responses.
Route To Human
Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had.
Natural Language Understanding (NLU)
Can have a natural, human-like conversation with an interlocator.
Platform (3)
Conversation Editor
Allows business to edit conversations to meet the unique needs of one's business.
Integration
Gives users the ability to update systems, like CRM, based on conversations.
Human-In-The-Loop
Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants.
Generative AI (6)
AI Text Summarization
Condenses long documents or text into a brief summary. 17 reviewers of Observe.AI have provided feedback on this feature.
AI Text Generation
Allows users to generate text based on a text prompt.
AI Text Summarization
Condenses long documents or text into a brief summary.
AI Text Generation
Allows users to generate text based on a text prompt. This feature was mentioned in 28 Observe.AI reviews.
AI Text Summarization
As reported in 28 Observe.AI reviews. Condenses long documents or text into a brief summary.
AI Text Summarization
Condenses long documents or text into a brief summary. This feature was mentioned in 24 Observe.AI reviews.
Automation - AI Agents (5)
Sales Follow-Up
Allows users to automate responses to customer inquiries across various channels.
Customer Interaction Automation
Allows users to automate responses to customer inquiries across various channels.
Lead Generation
Allows users to automate the process of generating and qualifying sales leads.
Document Processing
Allows users to automate the handling, processing, and management of documents.
Feedback Collection
Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.
Autonomy - AI Agents (4)
Independent Decision Making
Allows the AI agent to learn from interactions and adapt its responses accordingly.
Adaptive Responses
Allows the AI agent to learn from interactions and adapt its responses accordingly.
Task Execution
Provides the AI agent the ability to execute tasks without requiring constant user input.
Problem Solving
Allows the AI agent to identify and resolve issues without user intervention.
Automation (3)
Customer Interaction Automation
Allows users to automate responses to customer inquiries across various channels.
Feedback Collection
Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders.
Document Processing
Allows users to automate the handling, processing, and management of documents.
Autonomy (4)
Independent Decision Making
Allows the AI agent to learn from interactions and adapt its responses accordingly.
Adaptive Responses
Allows the AI agent to learn from interactions and adapt its responses accordingly.
Task Execution
Provides the AI agent the ability to execute tasks without requiring constant user input.
Problem Solving
Allows the AI agent to identify and resolve issues without user intervention.
Customer Query Resolution - AI Customer Support Agents (5)
Automated Ticket Resolution
Allows the AI agent to autonomously resolve customer queries without human intervention.
Contextual Response Generation
Enables the AI agent to provide accurate answers based on the context of customer inquiries.
Sentiment Analysis
Allows the AI agent to analyze customer sentiment and adjust responses accordingly.
Knowledge Base Utilization
Enables the AI agent to retrieve information from a knowledge base to assist with query resolution.
Multilingual Support
Provides users the ability to interact with the AI agent in multiple languages for global support.
Customer Interaction Automation - AI Customer Support Agents (4)
Proactive Customer Outreach
Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers.
Feedback Collection
Provides users the ability to automate gathering and analyzing customer feedback after interactions.
Escalation Handling
Allows the AI agent to identify when issues require human intervention and escalate them appropriately.
Workflow Optimization
Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times.
Agentic AI - Conversation Intelligence (7)
Autonomous Task Execution
Capability to perform complex tasks without constant human input
Multi-step Planning
Ability to break down and plan multi-step processes
Cross-system Integration
Works across multiple software systems or databases
Adaptive Learning
Improves performance based on feedback and experience
Natural Language Interaction
Engages in human-like conversation for task delegation
Proactive Assistance
Anticipates needs and offers suggestions without prompting
Decision Making
Makes informed choices based on available data and objectives
Testing - Contact Center AI Observability (3)
Live Interaction Analysis
Analyze 100% of live AI conversations in real-time to monitor for immediate failures.
AI Behavior Validation
Track AI accuracy, intent recognition, safety, and hallucinations against defined rules.
AI Conversation Simulation
Use simulated user interactions to find model edge cases and stress test performance.
Analytics - Contact Center AI Observability (3)
Intent Tracking
Ensure the model understands the nature of the customer request and inquiry so that it can respond as accurately as possible
Automated Root Cause Analysis
Diagnose the source of failures, distinguishing between model errors and technical issues.
AI Performance Analytics
Report on AI-specific KPIs, conversation themes, and business outcomes like containment rate.
Infrastructure - Contact Center AI Observability (1)
Channel Fidelity Monitoring
Assess the quality and stability of the underlying communication channels, such as phone networks.
