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.