Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels, Observe.AI maximizes agent performance, pinpoints new revenue and coaching opportunities, and up-levels quality assurance and compliance.
Know what’s happening in your business with conversation intelligence fueled by our best-in-class AI engine.
Evaluate 100% of customer interactions to capture every coaching opportunity and uplevel your frontline teams.
Whether in service or sales, easily identify what’s driving higher satisfaction, faster resolutions, and higher conversion rates.
Provide personalized coaching that helps current agents thrive and new ones ramp. See agent progress with individual and team scorecards.
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“Observe.AI’s solution has enhanced Accolade's CX tech stack. Our care team is now able to focus exclusively on the members and their needs and proactively improve customer satisfaction.”
Our best-in-class AI engine analyzes customer interactions across every channel, giving you visibility into what's happening in your business.
“We get full visibility into customer conversations to unlock new insights on customer care.”
Monitor quality of the conversations that matter the most across channels. Rapidly evaluate agent performance and deliver contextual feedback that inspires action.
“We can move away from check-boxes and focus on real skill development.”
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Automatically score 100% of your interactions so you can coach your agents based on reality. Avoid spot-checking QA and turn every conversation into business-improving intelligence to act on.
"Auto QA offers transparency and visibility into our business across a large sample of customer interactions so we can better coach our agents.”
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Provide an engaging and impactful experience to every agent. Gain a holistic line of sight into agent performance and support agents with situational context plus targeted coaching feedback.
"With data and examples, coaching is less personal and more impactful.”
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Make business-improving decisions with focused, actionable reporting on customer conversations, agent performance, and critical contact center metrics.
“Reporting & Analytics allows us to deepen our understanding of the member experience with greater precision.”
Observe.AI infuses the most effective, accurate machine learning technology into everything you do, with intelligent models built especially for contact center workflows.
Highly accurate transcription with speech recognition trained on more than 10 million calls.
Speaker separation on time-stamped audio and transcripts simplifies search and analysis.
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Sentiment analysis identifies instances of negative and positive emotions displayed toward your business and agents.
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Silence detection identifies important types of silence and its cause, differentiating between dead air, hold time, and other pauses.
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Automated redaction programmatically removes sensitive data from both audio and transcripts, ensuring compliance and protecting customer privacy.
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Entity detection identifies people, locations, and organization names within your conversations.
Observe.AI maintains the highest security and compliance standards. Our platform is built on robust architecture that keeps your company and customer data safe at all times.
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