Observe.AI Launches Real-Time Agent and Supervisor Assistance Tools

Get the lowdown on the latest announcement from the conversational analytics provider

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Observe.AI Launches Real-Time Agent and Supervisor Assistance Tools
Speech AnalyticsWFOLatest News

Published: February 8, 2023

Rebekah Carter

Observe.AI has released a real-time AI suite to assist agents with live guidance tools.  

In doing so, it aims to address the common challenges agents face before, during, and after interactions with customers.  

Leveraging agent performance data and historical insights, the system can personalize the live guidance and coaching given to each agent. This means every employee receives tailored feedback. 

The suite also includes solutions to assist supervisor coaching. 

Transforming Supervisor Experiences 

The Real-Time AI solution from Observe.AI allows supervisors to step into conversations when necessary and provide in-the-moment guidance.  

Moreover, it provides direct insights via live call intelligence to ensure supervisors have maximum context when providing support.  

Yet, before reaching this stage, supervisors enjoy a comprehensive view of live customer interactions. The AI then pinpoints risks, customer escalations, and upsell opportunities.  

Swapnil Jain, CEO and Co-Founder of Observe.AI, believes that such tools can transform customer, agent, and business outcomes. He said:  

When you coach scientifically on specific agent skills – instead of generic, one-size-fits-all coaching – your KPIs will fall in line.

Already, Observe.AI’s customers have achieved significant results with these agent and supervisor tools. Indeed, some early adopters have reduced hold time by as much as 60 percent, increased sales conversations by 10 percent, and lowered average handling time. 

American First Finance, one of these adapters, said the technology “expands our universe of data and guidance”, allowing agents to focus on taking the right steps based on the context of the situation and their skills.  

Transforming Agent Experiences 

Real-Time AI from Observe.AI comes with a no-code experience designer to help create personalized interfaces for each employee. Automated workflows also handle repetitive tasks, like creating call notes and updating CRM data.  

The comprehensive platform comes with smart scripts to keep agents on the right track to achieving their KPIs and dynamic prompts tailored to each situation.  

There are also knowledge base automation tools to proactively surface knowledge articles pertinent to the live conversation. 

The Real-Time AI service is available to access from Observe.AI today.  

Elsewhere, Observe.AI is a finalist at the 2023 CX Awards in the “Best Conversational Analytics Platform” category. Check out the shortlist here: The CX Awards 2023: Shortlist of Finalists  

 

Agent AssistArtificial IntelligenceVirtual AgentWorkforce Optimization

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