[ Observe.AI Reviews ](https://www.g2.com/products/observe-ai/reviews) [ Observe.AI Reviews ](https://www.g2.com/products/observe-ai/reviews) # Observe.AI Features ##### ## Call Analytics (7) Call Recording Records sales calls and facilitates playback Machine Learning Utilizes machine learning technology to analyze recorded sales calls Call Analysis 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 Trend Analysis Review data from past periods to reveal recurring tendencies and predict future performance Real-Time Data Receive data and information in real time AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Show More ##### ## Artificial Intelligence - Conversation Intelligence (3) Customer Scoring Leverages technology to rate or "read" recordings to determine the impact of sales calls Speech-to-Text Transcribes sales calls from speech to text Sentiment Analysis Utilizes artifical intelligence to analyze emotional tone and interactions in a conversation Show More ##### ## Quality Assurance (3) Evaluation Provides tools for evaluating customer interactions Calibration Offers features for maintaining fair and consistent scoring Reports Generates quality and performance reports Show More ##### ## Engagement (4) Feedback Tools for providing personalized feedback and coaching sessions Dashboards Provides a centralized dashboard for agents to view their scores and feedback Training Tools for educating and training agents Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Show More ##### ## Performance (2) Third-Party Integrations Set up connections to third-party platforms to improve business processes Compliance Helps ensure customer privacy and data protection Show More ##### ## Responses (4) 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. Multi-Language Manage and support multiple languages Show More ##### ## Platform (5) 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. Drag & Drop Editor Editing tool that allows users to drag and drop images, icons, widgets, or other components Human-in-the-loop (HITL) Agents pause for human input at key steps and hand off tasks when beyond their confidence or authority. Show More ##### ## Generative AI (10) AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. 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. AI Text Summarization Condenses long documents or text into a brief summary. Call Routing Sends voice calls to a specific queue based on predetermined criteria Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## Automation - AI Agents (7) 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. Natural Language Processing Process and analyze human language in text or audio form Simulation and Scenario Generation Generative AI can generate synthetic data and simulate scenarios for training and testing purposes. Show More ##### ## 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. Show More ##### ## 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. Show More ##### ## 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. Show More ##### ## 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. Show More ##### ## 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. Show More ##### ## Agentic AI - Conversation Intelligence (9) 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 Third-Party Integrations Set up connections to third-party platforms to improve business processes Forecasting Form predictions based on past and present data/trends Show More ##### ## 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. Show More ##### ## 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. Show More ##### ## Infrastructure - Contact Center AI Observability (1) Channel Fidelity Monitoring Assess the quality and stability of the underlying communication channels, such as phone networks. Show More ##### ## Additional Functionality (184) Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Keyword Filtering Monitor and collect information from social media based on specific keywords Natural Language Processing Process and analyze human language in text or audio form For Contact Centers Designed for contact centers. Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Automatic Transcription Use AI to convert voice into text automatically Playbooks Tactical guides providing information and instructions for teams to navigate through tasks and processes Employee Coaching Tools Conduct & deliver coaching sessions to improve employee performance or facilitate development Text Mining Transforming unstructured text into a structured format to identify meaningful patterns and new insights Trend/Problem Indicators Visually identify direction of development and areas that require attention Notes Management Allow users to create, edit, and sort multiple notes Retention Tracking Measures the retention rate and satisfaction of customers. Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Recommendations Algorithmically generated suggestions based on user behaviors, preferences, or data patterns to enhance UX, productivity, or engagement Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Access Controls/Permissions Define levels of authorization for access to specific files or systems Compliance Tracking Track and report regulatory data to either internal management or external stakeholders API Application programming interface that allows for integration with other systems/databases Rules-Based Workflow Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Intent Recognition Helps understand a user's intentions/actions Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Prioritization Arrange tasks based on the level of priority or urgency Live Chat Ability to chat online in real time Call Transfer Transfers live calls to other agents Archiving & Retention Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes Call Center Management Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Call Tagging Highlight specific time marks for annotation and review purposes Call List Management Manage and track all past and future calls. Real-Time Analytics Analyze and gain insights into data in real-time Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Real-Time Data Receive data and information in real time API Application programming interface that allows for integration with other systems/databases Real-Time Monitoring Active monitoring of systems, applications, or networks CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Automatic Call Distribution Distribute/route/connect calls Activity Tracking Track and document all activities across devices, networks, and other systems IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Event Triggered Actions Predefined actions automatically performed on the occurance of specific events Third-Party Integrations Set up connections to third-party platforms to improve business processes Scheduled Recording Automatically record calls at predetermined times Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance File Transfer Move files across different systems or networks Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Call Reporting Track and report on all incoming and outgoing calls Call Transcription Voice conversion to text Campaign Management Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Call Disposition Track and report on call outcomes Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Contact Management Manage, organize, and store contact information Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Voice Mail Computer-based system that allows users to send and receive voice messages Caller ID Identify the number and contact information of a caller before answering the phone Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Call Routing Sends voice calls to a specific queue based on predetermined criteria Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Recording Record live video calls to play later Auto-Dialer System that automatically dials calls Chat/Messaging Communicate using direct chat or messages within the system On-Demand Recording Record the audio of phone conversations for quality assurance purposes Customizable Reports Alter the layout and content of reports Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Conferencing AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Interaction Tracking Track interaction history by documenting conversations for contacts Predictive Analytics Predict future data based on historical data sets Visual Analytics Interact with data visualization elements, such as charts and graphs, to drill down into data Sales Trend Analysis Analyze the current state of sales data to accurately understand trends and forecast future sales numbers. Audio Capture Record audio or import/upload audio files Email Alerts Receive and/or send email notifications for urgent updates, requests, or other information Tagging Attach digital tags to documents and assets for identification, search, or monitoring purposes Self-Service Search Enables users to search, access, and retrieve information from the system's database without needing technical assistance or support Natural Language Processing Process and analyze human language in text or audio form Surveys & Feedback Gauge satisfaction and receive information for improvement and success Automatic Transcription Use AI to convert voice into text automatically Multi-Channel Management Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels Request Assignment Speech-to-Text Analysis Analyze, correct, and monitor speech for transcriptions or recordings Self Service Portal Online portal through which end users can access the system, manage tasks, or obtain information Performance Management Organize and manage the accomplishments and development of employees or performance of applications or systems Call Recording Record the audio of phone conversations for quality assurance purposes Search/Filter Search and filter data across systems to locate required information by entering keywords or certain criteria Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Multi-Language Manage and support multiple languages HIPAA Compliant Compliant with HIPAA, which sets standards for sensitive patient data protection Data Security Protect sensitive data for digital privacy Call Scripting Provide agents with a typical response for common call subject matter Customer Service Analytics Quality Assurance Systematic evaluation of various aspects of a project or service to prevent defects or issues Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Categorization/Grouping Organize and group data or items based on various criteria Language Detection Identify different languages Agent Collaboration Multiple agents work together, share tasks, and coordinate to achieve common goals. Data Governance Collection of processes, policies, and standards to manage the storage & usability of enterprise data Prompt Engineering Process of carefully designing and constructing prompts or input instructions to achieve desired behaviors or outputs from AI models Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service For No-Code Development Build applications without the use of code Version Control Track revisions and updates made to files and navigate between different versions Role-Based Permissions Set & manage permission levels based on user roles and restrict access to only authorized individuals Dynamic Modeling Model the varying behavior of a system over time through diagrams API Application programming interface that allows for integration with other systems/databases Memory Management Store and save retrievable data Monitoring Observe and track the demand, usage, progress or quality of a system, product, or user Scalability Manage a growing amount of work to meet increased demand without compromising performance Cost Management Manage budgets, track and optimize spending and align capacity to workload demand Scheduling Plan availability and assign specific time slots for tasks and resources Natural Language Interface Interact with agents using conversational language Access Controls/Permissions Define levels of authorization for access to specific files or systems Multiple LLM Models Ability to interact with various large language models, such as GPT-4, Claude 3, Gemini, Llama 3, and more Integration Management Identify which applications need to exchange data and enable these data connections Customizable Frameworks Flexible architecture allowing tailored configurations Pre-built Templates Pre-defined templates within a library for common cases such as contracts, websites, emails, and more Analytics Tools for the systematic analysis of various types of data or statistics Intent Recognition Helps understand a user's intentions/actions Contextual Guidance Interprets what a user is doing based on context and helps guide them through the process. Rules-Based Workflow Automates and streamlines business processes by creating a sequence of predefined rules and actions that govern the flow of work Attended Automation Bots that work alongside humans on tasks that cannot be fully automated Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components For Sales/Marketing Used as a promotional or demonstration tool in sales and marketing presentations Generative AI Use AI to generate content in the form of text, images, videos, etc. Business Process Automation Helps automate and manage information, tasks, and procedures by establishing routines and patterns associated with processes AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Third-Party Integrations Set up connections to third-party platforms to improve business processes Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Deep Learning Artificial neural networks using multiple layers of processing are used to extract progressively higher level features from data. Code-free Development Assemble applications and bots from pre-made building blocks without having to write software code or knowing a programming language Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Automated Responses Automatic reply functionality for incoming messages Knowledge Management Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Transfers/Routing Transfer queries and organize messages between agents Personalization Adjust communications based on previous interactions or personal preferences Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Virtual Personal Assistant (VPA) Program systems that assist users with their daily administrative responsibilities Chatbot AI-based platform which conducts a conversation via auditory or textual methods Speech Recognition Train your system to interpret and transcribe voice messages Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Task Management Create, manage and track all task activities and progression Customer Engagement Initiate interactions with customers by proactively starting conversations or providing informational content AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Configurable Workflow Configure existing workflows to meet your organization's needs Unattended Automation Automate processes from start to finish without human assistance Conversation Intelligence Recording, transcription, and analysis of sales calls for the purpose of training and generating insights Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Proactive Error Detection Managing and resolving errors that occur during program execution to maintain stability Customer Journey Mapping Visualize and analyze customer experience across all touchpoints and channels Employee Coaching Tools Conduct & deliver coaching sessions to improve employee performance or facilitate development Queue Management Monitor wait time and abandonment for incoming requests that have not been routed Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Quality Management Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Customer Surveys Tool to send questionnaires to customers to gauge feedback Agent Interface Agents can view and manage all customer requests and interactions. Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Leaderboards Boards that use custom metrics to show how leading performers compare to other individuals/teams Employee Reward Programs Builds a system of recognition and rewards to encourage employee performance and link outcomes to business needs Workforce Management A set of processes to optimize the productivity of its employees Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Predictive Dialer System calls multiple numbers at once and connects the agent to the first number that answers Video Conferencing Connect with meeting participants remotely over video Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. KPI Monitoring Tracking the status of previously identified performance measurements AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Contact Management Manage, organize, and store contact information Multiple Scoring Models Create multiple models or equations for generating scores Real-Time Updates Receive system updates as soon as any changes are made Interaction Tracking Track interaction history by documenting conversations for contacts Call Recording Record the audio of phone conversations for quality assurance purposes AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Screen Recording Record and save a video file of what is happening on a computer screen Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Show More ##### ## Dashboard (1) Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Show More ##### ## Speech Recognition (1) Speech Recognition Train your system to interpret and transcribe voice messages Show More ##### ## Compliance Management (1) Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Show More ##### ## Autonomous Task Execution (1) Autonomous Task Execution Completes tasks independently without constant human intervention Show More ##### ## Sentiment Analysis (1) Sentiment Analysis Categorize emotions expressed and identify if they are positive, negative or neutral Show More ##### ## Data Security (1) Data Security Protect sensitive data for digital privacy Show More ##### ## Third-Party Integration (1) Third-Party Integration Addition of necessary external data, applications, tools, or features Show More ##### ## Human-in-the-loop (HITL) (1) Human-in-the-loop (HITL) Agents pause for human input at key steps and hand off tasks when beyond their confidence or authority. Show More ##### ## Agentic Task Execution (1) Agentic Task Execution Autonomously executes tasks such as scheduling, refunds, and renewals by integrating with external systems and APIs. Show More ##### ## Natural Language Processing (1) Natural Language Processing Process and analyze human language in text or audio form Show More ##### ## Conversational AI (1) Conversational AI Utilize NLP or speech recognition to understand conversational requests and provide accurate, context-aware responses Show More ##### ## Performance Metrics (1) Performance Metrics A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Show More ##### ## Interaction Tracking (1) Interaction Tracking Track interaction history by documenting conversations for contacts Show More ##### ## Knowledge Base Management (1) Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Show More ##### ## CRM Integration (1) CRM Integration Integration with third-party CRM systems Show More ##### ## Inquiry Routing (1) Inquiry Routing Allows the AI agent to route inbound inquiries to the appropriate team or individual based on context. Show More ##### ## Contextual Guidance (1) Contextual Guidance Interprets what a user is doing based on context and helps guide them through the process. Show More ##### ## Communications Management (1) Communications Management Record and track all relevant internal and external communications Show More ##### ## Proactive Chat (1) Proactive Chat Copy on the page or chat window encouraging the user to engage with the chat option Show More ##### ## Ticket Management (1) Ticket Management Track, manage, or resolve user requests and IT incidents/issues Show More ## Top-Rated Alternatives [ ![Level AI](https://images.g2crowd.com/uploads/product/hd_favicon/968c8b50468c9d158e60bfdc148d9c66/level-ai.svg "Level AI") Level AI 4.6/5(219) ](https://www.g2.com/products/level-ai/reviews) [ ![Balto](https://images.g2crowd.com/uploads/product/hd_favicon/2b7b3c9f5c1e12883e67c541f3e2ff2b/balto.svg "Balto") Balto 4.8/5(592) ](https://www.g2.com/products/balto/reviews) [ ![CallMiner Eureka](https://images.g2crowd.com/uploads/product/hd_favicon/be4ce81daed417c6f41658788587424c/callminer-eureka.svg "CallMiner Eureka") CallMiner Eureka 4.5/5(230) ](https://www.g2.com/products/callminer-eureka/reviews) [ View All Alternatives ](https://www.g2.com/products/observe-ai/competitors/alternatives) Observe.AI Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_617d4494db8cb87c37349164077e64fc/callminer-eureka.png "Product Avatar Image") CallMiner Eureka 4.5/5(230) [ Compare Now ](https://www.g2.com/compare/callminer-eureka-vs-observe-ai) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_6026e3be34ed2736eac4c10a6ef83111/balto.png "Product Avatar Image") Balto 4.8/5(592) [ Compare Now ](https://www.g2.com/compare/balto-vs-observe-ai) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9b30090100c7426ee3c661e218db55c2/level-ai.png "Product Avatar Image") Level AI 4.6/5(219) [ Compare Now ](https://www.g2.com/compare/level-ai-vs-observe-ai) ##### Categories on G2 [ AI Agents For Business Operations ](https://www.g2.com/categories/ai-agents-for-business-operations)[ Conversation Intelligence ](https://www.g2.com/categories/conversation-intelligence)[ AI Customer Support Agents ](https://www.g2.com/categories/ai-customer-support-agents) [ Contact Center Quality Assurance ](https://www.g2.com/categories/contact-center-quality-assurance)[ Speech Analytics ](https://www.g2.com/categories/speech-analytics)[ Contact Center AI Observability ](https://www.g2.com/categories/contact-center-ai-observability) Show More ##### Explore More [ Which property restoration management tools coordinate distributed crews and suppliers effectively? 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