Technology must be used utmostly to strengthen human connections

Observe.AI is a voice AI platform that provides the agent with real-time feedback on customer sentiment and guides them on the next best action during the customer call. The AI platform uses deep learning and natural language processing (NLP) to understand the context and generates suggestions and guidance for the agent.

Observe.AI’s Voice AI Platform—which uses speech-to-text and machine learning technologies to help organizations analyze 100% of calls, evaluate, and coach agents—is uniquely helpful for teams that have suddenly transitioned to remote work. Without Observe.AI, most teams manually review just 1-2% of calls and interactions using multiple tools and spreadsheets. Until now, evaluations and feedback were generally given in-person and agents were infrequently coached, but could overhear each other on the call center floor.

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