Observe. AI Announces New Suite for Agent Coaching & Performance Management

A new suite created by Observe AI gives contact centers the ability to use automation and machine learning to evaluate agent performance, and provide agents and managers with data-driven feedback for more accurate training.

Using artificial intelligence to improve employee work behavior has gained enormous popularity in recent years, and the events of 2020 pushed the trend even further for companies that practice socially distant work. Observe AI’s suite allows management to analyze agent performance and identify top and bottom-performing agents, to specifically target those who need assistance and learn from top performers.

Agent Performance & Coaching also allows managers to track campaign success over time, and automatically identifies specific skills that agents need to work on.

"The pandemic has accelerated contact center technology adoption as brands come to see agents as the frontline of their customer experience. Operators are investing in cloud and AI and rethinking the way they offer workforce engagement," said Swapnil Jain,, CEO of Observe.AI. "This marks an inflection point for the CX market. There is an entirely new untapped data layer for brands to chart their customer experience via agent interactions.”

Observe AI’s suite is currently being used by 160 companies, with many reporting that using the software has caused a spike in the number of coaching sessions managers and supervisors completed over a three-month period. The comprehensive analysis of agent performance gives senior employees highly detailed information to make adjustments both quickly and accurately.

"Before Observe.AI, our [quality assurance specialists] would have to manually review interactions and pull trends for coaching, often weeks after the interaction took place," commented Neal Topf, CEO of Callzilla, in a statement. "Now, we can get an interactive snapshot of agent performance and immediately improve performance via interactive, relevant feedback."

Edited by Maurice Nagle