Agent Coaching and Performance
Observe.AI provides evaluations agents trust and drives real behavior change through personalized coaching for agents. See how agents perform across fourteen benchmarks via a real-time leaderboard. Know who to coach on what topics by using AI to automatically flag the best calls to coach on and the meaningful interactions within each conversation. Coach with context through comments and collaborate across teams. Access Coaching Forms and Evaluations all within Observe.AI alongside powerful Speech Analytics.
End-to-End Quality Management & Evaluations Across 100% of Calls
Observe.AI helps Contact Centers quality check 100% of calls (up from just 1-2%) and reduces the time it takes to surface and quality check a call from 30 minutes down to 5 or less. With Observe.AI, Quality Analysts provide 5X more feedback to agents to improve performance.
100% Compliance Monitoring
Observe.AI helps Contact Centers proactively monitor compliance across 100% of calls so that they never miss a compliance risk or coaching opportunity. With AI teams using Observe.AI gain context on customer complaints; ensure agents adopt mandatory dialogues, such as recorded line messaging; and help trainers build targeted coaching to keep agents on track. Observe.AI automatically redacts PII data from every single transcript.