Observe.AI

by Observe.AI

Conversation intelligence software

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Conversation Intelligence

Transcribe and analyze 100% of your agent-customer conversations, and surface insights that improve CX, drive revenue growth, boost operational efficiency and mitigate compliance risk.

  • Decipher the meaning and the context behind conversations - Leverage built-in intelligence powered by machine learning to account for specific cues like tone, speech rate, speaker volume, silence and overtalk to decipher positive and negative customer sentiment across your conversations.
  • Discover the nuances of communication - Find keywords and phrases related to the ones you’re already tracking. Our Discovery Engine recommends all possible variations so you understand the nuances of how customers and agents communicate and get more comprehensive insights from your conversations.
  • Uncover key moments that make or break CX - Easily organize and categorize your conversations with Moments, a powerful feature that helps you identify, track and act on insights that are the most meaningful to your business. Assess agent behaviors, track best practice adherence, uncover product feedback, understand DSAT drivers and blockers to sales conversions.
  • Understand conversation data in a whole new way - Access highly accurate transcripts across channels to explore trends across the contact center. Track new market needs, assess business offerings, and expand your lens into customer experience and engagement. Our AI Engine analyzes millions of conversations and delivers search results within seconds to accelerate the time to action.

Real-Time AI

Grow revenue and improve outcomes by empowering sellers and agents with in-the-moment guidance and coaching. Don't wait until the conversation is over to save it.

  • Make smarter and faster business decisions with live call trends - Get visibility into business and agent performance trends instantly. Make every agent a top performer by replicating the behaviors that lead to more revenue.
  • Personalize agent experiences at scale - Easily create custom agent experiences based on needs or skill gaps identified in post-interaction evaluations and coaching sessions. Deploy real-time guidance in minutes. Keep it updated and always relevant to current needs.
  • Give your agents live assistance when they need it most - Give supervisors a 360-degree view of all active conversations. Enable them to impact outcomes immediately by surfacing difficult customer interactions, coachable moments, and agents seeking help. Supervisors provide contextual help and save calls before they end.
  • Improve performance before the next call - Enable agents with useful tips to self-coach between calls. Reinforce good behaviors and correct bad behaviors through AI-generated performance improvement tips.
  • Automatically capture the essence of any customer interaction - Free agents from time-consuming note-taking and let them focus completely on the customer. Generates call summaries instantly - as soon as a call ends or en masse for all past calls - in any format or structure.
  • Answer customer questions faster and better with Generative AI - Save the time agents spend searching knowledge bases and provide answers to customer questions at their fingertips. Knowledge AI consumes information from your knowledge bases, or any other documents and provides ready-to-use answers agents can simply read off.

Auto QA

Automatically analyze 100% of your customer interactions so you can take actions to increase revenue, improve CX, and eliminate compliance risk. Avoid spot-checking QA and coach agents based on reality to maximize efficiencies and performance.

  • Customize with confidence - Don't settle for black-box automation. Make sure the automation rules are giving you the right results and calibrate for optimal accuracy.
  • Contact Center automation you can trust - Trust comes with transparency. Get an objective evaluation lens across your entire business with automated recommendations backed by evidence.
  • Coach your agents based on reality - With Auto QA, coaching workflows are powered by the most robust agent performance insights, so supervisors and managers can provide proactive coaching at scale to change behavior.
  • Scale interaction analytics with AI - Leverage AI and automation to analyze every customer interaction so you can make data-driven decisions for your business based on the reality of your customer conversations.