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6 Contact Center Quality Management and QA Predictions for 2020
February 19, 2020
Quality management is transforming, and the biggest driver behind the transformation is Analytics-enabled Speech Analytics (Voice AI). The future is bright, and here are 6 predictions for what's to come.
What is Voice AI? Benefits and Use Cases for Transforming Quality Management
February 7, 2020
Voice AI uses cutting edge speech technology and natural language processing to transcribe and analyze support calls at a massive scale. It enables organizations to analyze 100% of customer conversations with the ultimate goal of improving agent performance and the overall customer experience.
7 Steps to Level Up Your Contact Center’s Internal Knowledge Base (IKB) with AI
February 4, 2020
The IKB should be the agent’s go-to whenever they need help. By providing prompt and accurate information, the agent can do their job efficiently, be mindful of the customer’s time, and improve company credibility.
Looking Back on 2019 and Forward to 2020 at Observe.AI
January 6, 2020
2019 was our first official year going to market, and it’s safe to say it was one for the books. While we’re focused on building even more momentum in 2020, we’d like to share our biggest wins and learnings with you.
How Observe.AI Optimized Elasticsearch Aggregations for Nested Fields
January 2, 2020
Elasticsearch is used as our secondary datastore for running queries and search on call transcriptions. In this article, we’ll discuss optimizations on the schema of our Elasticsearch index to suit our reporting workload.
How Observe.AI Scaled Elasticsearch Throughput for Searches in Individual Documents
December 16, 2019
We use Elasticsearch as our secondary datastore to run queries and search on voice call transactions. Here's how we scaled the search step.
Observe.AI Accelerates Hiring and Enters a New Era with $26M Funding Round
December 9, 2019
The word is out: We raised $26M in Series A Funding led by Scale Venture Partners. Here’s an inside look at our plans to expand our team and further our mission to transform voice customer service with Artificial Intelligence.
Employbridge Disrupts the Staffing Industry with Voice AI
November 7, 2019
We sat down with Dale Sturgill, VP of Operations at Employbridge, to learn more about how they're using AI to transform coordinator coaching and help more American workers land jobs.
3 Practical Ways to Coach Contact Center Agents with AI
November 1, 2019
To understand where coaching falls short in contact centers, you need to consider the coaching challenges each role on the team faces without Voice Intelligence, including agents, supervisors, and QA managers.
Say Goodbye to "Monster Monday"
September 19, 2019
Let me take you through my journey and expedition with Observe.AI. Sit back, relax and enjoy the narrative, as this one has no gyaan or tips. If it makes you smile, then I have successfully given you a glimpse of what it is to be a part of Observe.AI.
Hello World in Speech Recognition
September 3, 2019
Stripped down end to end ASR in Tensorflow. This blog will help you write a basic end to end ASR system using Tensorflow.
Onwards and Upwards
July 19, 2019
Today marks 2 years of starting Observe.AI. I still remember the day when it was just the founders working out of my living room in Bengaluru. In 2 years, we are 36 extremely strong minds spread across two offices in San Francisco and Bengaluru.
Voice of the Customer without Voice of the Customer?
May 28, 2019
The volume of customers calls that retail experiences with its richness of information have been a black hole for insight. CMO spend a large amount of investments understanding the social sentiment. Observe.AI can make this seamless and provide customer interaction insights on the fingertips of a call center leadership.
Observe.AI's path to bringing AI in Call Centers
May 14, 2019
How is ‘Automation’ is different from ‘Artificial Intelligence’ and how cutting-edge technologies developed in the last five years will disrupt the call center industry.
Voice AI - a call center agent's tale
April 30, 2019
Performance review in call centers has always been stressful - both for the managers as well as the agents. Now, that is changing.
Speech Analytics and AI - a closer look
April 30, 2019
Voice analytics is changing how modern ca centers look at insights from their 'voice gold mines'.
All about setting up Tensorflow Serving
April 22, 2019
AI needed huge computing power only a few years ago. Now anyone interested in this field can set up their tools in no time and run some of the most advanced processes in opensource tools.
Alexa good, Your IVR bad
April 22, 2019
Why Alexa is fun but your Call Center IVR is not and How to build your IVR for modern-day customer experience.
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