Revolutionized customer service interactions and operational efficiency through cutting-edge call analysis.

Challenge

• Difficulty in harnessing the full potential of vast volumes of call data for actionable insights.
• The need to improve customer satisfaction and operational productivity through better understanding of call interactions.

Solution

• Utilized artificial intelligence and machine learning to analyze call data, uncovering patterns and key performance indicators.
• Designed a user-friendly interface that presents complex data in an accessible format, enabling quick and informed decision-making for continuous improvement.

Elevating AI functionalities for analyzing customer interactions.

Challenge

• Complexities in interpreting diverse conversation data.
• Identifying crucial customer experience (CX) insights.

Solution

• Developed AI-driven search capabilities for comprehensive data analysis.
• Introduced an intuitive Moment Builder for significant CX insight capture.
• Enhanced communication understanding with AI-driven discovery.
• Integrated workflows for nuanced sentiment analysis.

Streamlining the quality assurance process within an organization, enhancing both the speed and effectiveness of decision-making.

Challenge

• Complexity and time consumption in existing QA processes.
• Difficulty in standardizing QA criteria across different teams or projects.

Solution

• Developed a user-friendly form builder tool, simplifying the creation and deployment of QA forms.
• Incorporated analytics to provide immediate insights into QA results, facilitating quicker adjustments and improvements.

Transformative approach to agent training, focusing on real-time feedback.

Challenge

• Lack of actionable insights into team and individual performance.
• Inconsistent and unmeasurable coaching methods.

Solution

• Implemented curated dashboards for a comprehensive view of performance metrics.
• Developed automated recommendations for personalized coaching.
• Centralized documentation for consistent and measurable coaching feedback.
• Created a repository for coaching history to track agent development.

My role at Observe.AI culminated with the launch of AutoQA and set up the success of Realtime QA. I played a crucial role in rapidly bringing many new features from R&D to market, showcasing our edge in innovation while also receiving great customer reviews and high user ratings.