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Those call transcripts, chats, and emails contain uniquely deep insights about your business, products, services, and promotions from the most valuable and trustworthy source: your own customers. With omnichannel visibility, contact centers can improve agent performance and operations, product teams can spot issues and get feedback, sales and marketing can evaluate campaign effectiveness, and leaders can detect emerging trends that impact their bottom line. However, turning VoC insights into market-shifting actions requires access to real-time, comprehensive insights for decision-makers in order to drive timely, informed decisions.
At Observe.AI, we have a proven track record of empowering contact centers with omnichannel conversational insights that can enhance customer experience, boost operational efficiency, and drive revenue growth. And now, we’re excited to help organizations unlock even deeper levels of business agility and proactive decision-making by equipping every user with GenAI-powered tools and capabilities that simplify self-service access to VoC insights.
So, let’s dive into these new enhancements that encourage everyone at your organization to make bold, data-backed decisions that move your business forward.
AskObserve: On-demand directional answers to your ad hoc questions
- What you get: GenAI-powered natural language interface that allows any user to query their customer conversations to quickly surface anomalies or detect emerging trends without lengthy manual analyses. Answers are instantly surfaced from unstructured transcript text and structured data (e.g., QA or sentiment scores, metadata), and can generate outputs in the form of reports and charts.
- How it works: Users can ask exploratory questions into a ChatGPT-like conversational chat interface and receive directional responses that include quantification or qualification of topics with accompanying visuals. Answers can spur deeper follow-up questions, the ability to make frequent inquiries for faster access, and a feedback loop to continuously improve AI answer retrieval.
- Why you’ll love it: The ability to instantly query your most recent conversational data increases your agility to respond effectively to time-sensitive changes, with flexibility to receive use-case specific information without taxing your resources or waiting on analysts for weeks, and share insights across teams with confidence to drive short- and long-term decisions.
AI Studio: AI & Automation Enrichment Hub
- What you get: A no-code command center for customizing AI-powered services, which can be incorporated into business workflows. Once deployed, these AI services or “enrichments” are passed through to reporting as trackable metrics, highlighting undiscovered insights and driving immediate and informed decision-making.
- How it works: A user-friendly interface with flexible LLM options lets teams use plain English to quickly configure enrichments that match their exact needs. GenAI allows business users to:
- Identify key signals, context or nuanced behaviors within a conversation via GenAI Moments
- Group topics based on customer Contact Reasons (L1-L3)
- Highlight crucial conversation details with Summarization
- Track dynamic changes in Sentiment for both customers and agents throughout any interaction
- Why you’ll love it: AI customizations are easy to set up, maintain, and deploy to support the unique needs of any team for any business. Users can quickly track new information as it comes up, which can help chip away at the “tell me what I don’t know” question for even deeper insights.
VoC dashboards: Connecting customer actions to business metrics
- What you get: Out-of-the-box VoC reporting dashboards that correlate customer interactions to specific business metrics.
- How it works: Ready for use on day one, the VoC dashboard connects business-critical performance metrics (i.e., AHT, FCR, sentiment scores) to fully customizable VoC insights to surface the correlation between metrics and outcomes.
- Why you’ll love it: By continuously monitoring correlating VoC insights or customer contact reasons against ROI metrics, businesses can quickly understand what customer or market triggers drive trends and take proactive action.
When VoC insights are easily accessible to everyone, business users are liberated to make smarter, data-driven decisions that transform your organization into a next-level agile business. Outmaneuvering the competition, exceeding customer expectations, and mitigating risks before they escalate become part of your daily DNA. We help you achieve this without jeopardizing your data security or compliance. Request a demo today.
