How to QA a 30 minute call in under 2 minutes

Summary

This video demonstrates how the Observe AI platform simplifies call quality analysis. By transcribing and analyzing customer service calls, the platform identifies key moments such as dead air, whole-time violations, and customer sentiment. Users can quickly evaluate agent performance on aspects like customer verification, empathy, patience, and courtesy. With an intuitive interface, the platform enables efficient quality assurance, helping businesses ensure consistent service quality and improve customer experiences through precise, automated evaluations.

Takeaways

• 😀 The Observe AI platform transcribes and analyzes customer service calls in real-time.
• 😀 The platform tracks key moments and points of interest, such as dead air, customer sentiment, and agent behavior.
• 😀 Calls with dead air moments can be filtered and reviewed individually for quality assessment.
• 😀 The platform allows users to filter calls further based on multiple criteria, such as whole-time violations and negative sentiment.
• 😀 Calls are presented with a visual representation, making it easy to navigate through key moments and listen to specific parts.
• 😀 The evaluation form provides a structured QA process, asking specific questions about agent performance and customer experience.
• 😀 Moments like customer verification, agent patience, and whole-time violations can be directly accessed within the call transcript.
• 😀 Negative customer sentiment is automatically flagged by the Observe AI system, making it easy to identify moments of dissatisfaction.
• 😀 The platform helps assess whether empathy was displayed during the call, with key points highlighted in the transcript.
• 😀 The overall call evaluation process is streamlined and efficient, enabling quick insights and assessments for quality control.

Q & A

What is the main purpose of the Observe AI platform as described in the script?

The main purpose of the Observe AI platform is to transcribe and analyze customer service calls, track key moments or points of interest, and help evaluate calls for quality assurance by identifying various issues such as dead air, violations, and customer sentiment.

How does the Observe AI platform help with identifying specific moments in a call?

The platform automatically tracks and highlights key moments or points of interest during a call, such as dead air, customer sentiment, and violations. It allows users to quickly navigate to these moments in the call transcript for detailed review.

What types of issues does the Observe AI system flag during a call?

The Observe AI system flags several types of issues, including dead air, hold time violations, negative customer sentiment, and whether the agent expressed patience and courtesy.

How does the platform help in evaluating customer sentiment during a call?

The platform helps evaluate customer sentiment by flagging moments where negative sentiment is detected. It highlights these moments in the call transcript, allowing the reviewer to easily identify when the customer was upset.

Can the platform filter calls based on multiple criteria? If so, how?

Yes, the platform allows users to filter calls based on multiple criteria. For example, you can filter calls to only show those with dead air, hold time violations, and negative customer sentiment, making it easier to focus on specific issues.

What happens when a call is selected for review in the Observe AI platform?

When a call is selected, the platform brings up a visual representation of the call, displaying key moments, points of interest, and a full transcript. This allows the reviewer to analyze the call in detail and evaluate specific aspects such as customer verification and empathy.

How does the platform assist with quality assurance (QA) during call evaluation?

The platform provides a QA form for the evaluator, asking specific questions about the call, such as whether the agent verified the customer, displayed patience, or expressed empathy. The system allows the evaluator to jump directly to the relevant moments in the transcript for quick review.

How are hold time violations handled in the Observe AI platform?

The platform automatically detects and flags hold time violations during the call. Reviewers can quickly jump to the exact moments in the call where these violations occurred and assess their impact.

What role does the evaluation form play in the QA process?

The evaluation form is a critical part of the QA process, guiding the reviewer through key aspects of the call, such as customer verification, agent behavior, and sentiment. It ensures that all relevant factors are considered and properly assessed.

Does the Observe AI platform support empathy analysis during call evaluations?

Yes, the platform supports empathy analysis by automatically identifying moments where the agent demonstrated empathy. These moments are highlighted in the call transcript for easy review by the evaluator.