The account managers are extremely knowledgeable about the product. The platform is a tool that allows any given business to build it out for their specific needs. Review collected by and hosted on G2.com.

You will likely need a dedicated staff member to maintain it and educate other stakeholders on how to use it. Review collected by and hosted on G2.com.

It's a good name, good marketing, and effective salespeople. Review collected by and hosted on G2.com.

Three years since signing up for Observe AI all I have to show for it is a lower bank balance, a loss of trust with our revenue operations and customer support operations team about, fewer hairs on my head and more of my nails bitten.

The initial implementation was a ton of work over a three month period, which they happily charged us for, and then we never ended up seeing any value from the product at all. We all stopped using it pretty quickly after that. Their keyword matching is broken, it regularly would not ingest all calls, and it would regularly deliver wrong answers. It regularly underperformed compared to a human QA team paired with a small in-house script written by engineering plus or minus some UI functionality. The interface is slow and clunky and completely unlike any of their shiny marketing. I thought that would be the end of it but since then they hired lawyers at Observe AI to begin calling our frontline support people throughout the day harassing them because I am refusing to pay for another year of service for a product that absolutely does not work as advertised on a contract that expired more than a year ago and for service that wasn't rendered as described. They are scaring my workers and they are unwilling to enter a dialogue with me about the ethics of this.

I am in the process of doing a full retroactive with my team about how this went so wrong, and how I made such a mistake in procuring this vendor, and I will be updating this review with much more specific product detail about how they have fallen short compared to what they promised. As a former engineer myself I am completely embarrassed to have made a mistake like this and I would strongly caution any reader to think twice and consider many of the other available options. Please check back here on this review as I continue to update it with more detail.

Update: August 29th (here is what I received from my implementation team)

The quality of the product shoddy if not misleading:

Implementation took almost 6 months more than originally estimated because they couldn’t figure things out. We had to escalate and have the implementation team (initial one didn’t knew how to connect to our zendesk account and pull the recordings with the API keys and documentation in front of them)Their “AI” product is a scam. It’s nothing more than a voice to text service (transcription) and a glorified CTRL+F. If they couldn’t find the “moment” (moment = phrase for the “AI”) in the transcript, there was no contextual knowledge of the scanned text. So when “training” their AI, we had to account for all the variations of a specific word or phrase. Review collected by and hosted on G2.com.

A wider product offering means that speech analytics is now a sliver of their entire product catalogue. They are constantly making advancements and bugs are rarely, if ever, an issue. Review collected by and hosted on G2.com.

Their leadership must have changed somehow. Where we once had outstanding customer service, we now have long email exchanges that often end up in an upsell. The product is great, but they no longer seem to have the account managers to support it. Review collected by and hosted on G2.com.

In OAI under the Section Score Card, it breaks down all the aspects of a call into catagories that you can select from.

you select an area where you think your team is showing weeknesses, and than you will get a filtered file with calls and name of team members and plann you next meeting., Coaching or 1:1 session.

It also lets you download call straight into your Downloads on computer for you to share.

The intelligence is so advance that if you want to look into the call where you only remember the specific a cx or an agent said, simply go to analyze tab and place the work and hit enter, It will look for the call for you

We have OAI integrated with our Outlook, and APN calling system.

I would love to add to my Comment the new Feature that the OAI has recently introduced, it is called the coaching notes, Any time i have a session with my Direct reports and i want to add it in writting for the record in OAI, it gives me the Coaching notes, where it saves me a lot of time, becuase based on the Interaction of CX and agent, it detects the areas of improvement for agents and send as suggestions in coaching notes. WOW that is what an AI should be

Life is easier now !! Review collected by and hosted on G2.com.

OAi is yet to recognize spanish. We do have a major number of spanish customers. Review collected by and hosted on G2.com.

I like the searchable options and how easy it is to select what you are wanting to view on the left hand side for it to filter out instead of searching through an entire list. I also like that you have the ability to edit the work that you are doing or delete it completely if needing to start over. Review collected by and hosted on G2.com.

Other than the text issue when reading the conversations, I cant think of anything else that needs improving. Review collected by and hosted on G2.com.

The ability to transcribe conversations reduces the amount of workload an evaluator does in completing an assessment as keywords that can serve as interaction indicators can easily be searched rather than listening to the full length of the call.

The Reporting Dashboard view also allows a myriad of reporting options depending on the client needs. Review collected by and hosted on G2.com.

Building up Moments can be time-consuming but OAI has sufficient resource guides and persons that can provide insight and assistance to make this seamless and seemingly easy. Review collected by and hosted on G2.com.

One of the primary points of use for us is the ability to review calls and also read transcripts. The scoring functionality available for your QC\QA team is also beneficial, and the auto-suggested ratings is a very solid feature. Review collected by and hosted on G2.com.

Transcription response rates could also be faster. Review collected by and hosted on G2.com.

What I really like about Observe.AI is how easy it is to use. The plaform gives us deep insights into customer interactions without being overwhelming. The automatic call scoring and actionable feedback have been game changers for team the we support. I also appreaciate how customizable the analytics are, allowing the team to focus on the metrics that matter the most to their business. And whenever we've needed help, their tech support has been fantastic- super quick to respond and always ready to assist. Overall, its just make the job smoother and effective. Review collected by and hosted on G2.com.

Observe.AI has a lot of great features, there are few areas that could use improvement. The language support is somewhat limited, which can be a challenge when dealing with a diverse customer base. Additionally, the platforms interface, while functional, feels a bit plain and could benefit from more polished and visually appealing design. Another thing that stands out is the reporing features - they're useful but could be more robust and visually engaging. Lastly not all all features like Time in Motion for evaluations are fully integrated yet, which limits our ability to analyze performance in depth. Addressing these areas would make the platform even more powerful. Review collected by and hosted on G2.com.

Utilizing OAI as part of has proven to be highly beneficial in identifying and analyzing particular behaviors that have an impact on AHT and CSAT metrics.The Reports tab gives us a summary of the quarterly, monthly, and daily trends. It also makes it simple for us to drill down and identify the specific behavior that needs to be addressed in order to create an improvement plan.It's also fantastic that admin users can create their own moments to suit our clients' shifting priorities. Review collected by and hosted on G2.com.

no downsides encountered so far. Nonetheless, we frequently collaborate with Denyse, our vendor partner, to suggest any features. Review collected by and hosted on G2.com.

Observe Ai is helpful to us because it transcribes our calls into 100%. It has a visible dashboard wherein you can see at a glance the moments and it's percentage capture. We can rank the agents according to performance. it makes it easier to look for the moments or keywords most used by the agents or customer and it will give you a result in a matter of seconds. It also has transcripts and recordings so you can check the calls and avoid errors when evaluating. you can do an evaluation in observe AI. It can also auto redact the sensitive information from the calls. it also has a coaching and reporting tab which helps create analysis reports. Review collected by and hosted on G2.com.

The observe Ai does not have a delete option. it only has archived moments. You cannot also see the logs or the activity done in the tool, so you can trace who edited or who has made a change in the tool. The reporting tab has no moment-to-moment correlation. Review collected by and hosted on G2.com.