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Observe

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Enhances contact centers with AI-powered call monitoring, real-time agent assistance, and automated quality assurance.

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Agents Customer Support Sales

Overview

Observe.AI is a cutting-edge contact center AI software that automates customer calls, provides real-time agent assistance, and automates quality assurance for all interactions. It leverages AI to enhance customer service and operational efficiency.

Key Features:

  • AI-powered customer interaction monitoring
  • Real-time agent assistance and coaching
  • Automated quality assurance evaluations

Use Cases:

  • Call center analytics and customer service optimization
  • Agent performance management and training
  • Quality assurance and compliance management

Benefits:

  • Increased efficiency in evaluating calls and improving compliance coverage
  • Enhanced insight into day-to-day operations for better decision-making
  • Improved agent performance through real-time coaching and feedback

Capabilities

  • Automates customer calls using VoiceAI agents
  • Augments agents with real-time assistance
  • Automates QA for 100% of interactions
  • Analyzes customer interactions to transform data into actionable insights
  • Delivers consistent customer experience with real-time agent assist
  • Drives operational efficiency with QA and coaching optimization
  • Integrates with various business systems including CRM, CCaaS, Communication, Project Management, Ticketing, BI, Knowledge Base, and HRIS platforms
  • Leverages automatic speech recognition (ASR) and large language models (LLM) to analyze customer conversations across every channel
  • Provides real-time agent assistance, contextual guidance, and after-call summaries
  • Automates quality assurance and provides personalized agent coaching
  • Connects all data, including GenAI-powered data, across business systems
  • Detects and masks Personally Identifiable Information (PII) to prioritize data privacy
  • Provides business insights and reporting
  • Offers a contact center LLM
  • Provides knowledge AI
  • Offers summarization AI
  • Facilitates manual QA
  • Manages agent performance and coaching
  • Offers screen recording
  • Provides pre-built connectors and APIs to integrate the platform securely into tech stacks
  • Delivers effortless, natural conversations that adapt to customers' needs 24/7 using voice AI
  • Builds AI agents and seamlessly integrates them into business workflows
  • Drives sales conversions with next best action (NBA) and contextual alerts based on customer sentiment
  • Resolves customer queries faster with immediate and accurate GenAI answers
  • Eliminates after-call work (ACW) instantly with comprehensive GenAI summaries
  • Improves frontline performance and contact center efficiency while mitigating risk across the entire business with auto QA and personalized agent coaching
  • Assesses 100% of all interactions to drive strategic, data-based decisions
  • Empowers the entire enterprise with access to customer conversation trends and actionable insights to drive continuous improvement and customer initiatives
  • Encourages cross-functional alignment with KPI-focused reports
  • Automatically triggers workflows with CRM, ticketing, HRIS, and other systems
  • Operates with the required speed, scalability, and latency to support billions of daily contact center transactions
  • Easily integrates with existing contact center tech stackscloud or on-prem
  • Minimizes hallucinations using industry-leading LLM models fine-tuned with contact center data, human preferences, and customer-specific instruction
  • Fetches Moments, Transcripts, and Interactions (Voice calls, Webchat, Email) metadata using Interactions API
  • Fetches Evaluation forms and submitted Evaluations along with question-wise scores and aggregate scores using Evaluations API
  • Fetches Coaching sessions with mapped Evaluations and related Notes using Coachings API
  • Fetches Ack/Dispute state changes for Evaluations using Ack Dispute API
  • Fetches GenAI-based Summaries along with Moments, Transcripts and metadata for all Interactions(Voice calls, Webchat) using Summarization AI API

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