I like the Coaching AI or AI COncierge part where you need to input what would you like to see on the call with the agent. It's eye opener and very helpful especially for team leaders so wanted to develop his/her agent real quick. By just checking the previous call if the rep demonstrated a certain behavior or what not then you can be able to provide feedback on what to improve and what to continue doing moving forward. Furthermore, i also like the Analyze tab where you just need to search for a phrase or word and you can see the list of calls. It's really a life-saver Review collected by and hosted on G2.com.

It's not that i dislike but we can also consider like adding a summary or case notes on our reporting dashboard so that it will be easier for the operations especially during business review. Review collected by and hosted on G2.com.

Amazing transcription quality which means the tool has great speech analytics and also ai insights improved our call performance, QA helped to improve our customer interactions. Review collected by and hosted on G2.com.

I am still learning , sometimes there is a miss in transcription. Review collected by and hosted on G2.com.

Intuitive UX for the most part. Low code knowledge needed to operate. It's easy to navigate and teach back to the users. Once the instance is set up it is easy to deploy and onboard to users. Review collected by and hosted on G2.com.

UI is dated, handling multiple accounts and even multiple actions is not the best experience.

There still isn't a good account switcher when handling multiple instances, batch import and export of moments and keywords are not yet supports.

Form builder is not as robust for decision tree options

In-app reporting is still limited in it's functionality of being unable to do moment on moment computations. Review collected by and hosted on G2.com.

What I like best with OAI is the collboration that we have been getting with Denysse and her team. The support does not after the deployment. We have been connecting bi-weekly to talk about updates and they onboard ua on new features and in return, we provide them feature requests and feedback. Review collected by and hosted on G2.com.

We want to see a more comprehensive Usage report where we see exactly which tab the user accessed. Review collected by and hosted on G2.com.

The ability to create unique moments to help identify trends and provide individualized coaching. Our partners at OAI are always happy to speak with us and answer any questions we might have in a prompt manner Review collected by and hosted on G2.com.

We understand that OAI is fairly new but I have a laundry list of feature requests I'd like to see implemented in the system to help some moments be more accurate. I know that OAI is a learning machine that will adapt over time but it's unfortunate to have to play the waiting game regarding some features that I think would be helpful to include. Review collected by and hosted on G2.com.

Observe really invest on quality client management resources, they have frequent facetime with their clients like me, they soak in so many suggestions and feedback and they help their clients in many things from the formative stage up until maintenance and regular check-ins. Review collected by and hosted on G2.com.

Please extend your business into telephonies too Review collected by and hosted on G2.com.

Creating data analysis with the help of the AI helps our work as a Quality Analysis more accurate. One of the best innovation so far. Review collected by and hosted on G2.com.

Observe.AI are depended from other tools when it comes to collating call datas which is sometimes not complete real time. Review collected by and hosted on G2.com.

I like Observe AI because it helps our team in monitoring the improvement of the program especially the reporting tab, we can easily track the daily status of each KPIs and call drivers. I like the tool because I can easily contact their customer support, and they always had a swift response on my inquiries or request. Review collected by and hosted on G2.com.

It's not that I dislike the tool but I hope there will be view where we can easily check the current issues of the program without creating a moment. Review collected by and hosted on G2.com.

We were able to monitor much deeper the calls that we've audited. It is easy to use, easy to implement, also the customer support went higher, we use it now more often, it is easy to integrate and the features are easy to navigate. Review collected by and hosted on G2.com.

None. Since we are just starting to use the tool, we are still in the process of getting the know it. Review collected by and hosted on G2.com.

The efficiency of the tool is what I liek best Review collected by and hosted on G2.com.

Some areas are not accurate for the user. Review collected by and hosted on G2.com.