Observe.ai

AI agents for enterprise customer experience.

Video & Audio, Automation & No-Code, Analytics & Optimization

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How to do tasks with Observe.ai

Step-by-step workflows sourced from official docs/tutorials where possible.

How to use pre-built automation templates to speed up setup Paid required

  1. Open Moments Library

    In the left navigation, click Moments > Library to view pre-built templates you can leverage.

  2. Select a Pre-built Moment Template

    Browse the library and click a template name to preview its prompts, scoring rules, and default configurations.

  3. Apply Template to Your Workflow

    Click Use Template or Apply to your workflow. Choose the target QA/coaching pipeline and save the association.

  4. Review Automatic Criteria

    Check the default triggers and scoring criteria that come with the template. Adjust thresholds if needed to fit your process.

  5. Open Summarization Builder

    Navigate to Summarization Builder in the left menu to configure call summaries and after-call notes.

  6. Choose a Pre-built Summary Template

    Select a template that captures 'reason for the call', 'key events', and 'next steps' for consistent summaries.

  7. Configure Custom Fields

    Add specific alphanumeric entities (e.g., products, competitors), set sentiment options, and include free-text prompts.

  8. Define Output Destinations

    In Integrations, map after-call notes to CRM, Ticketing, or HRIS fields. Save field mappings.

  9. Test and Deploy

    Run a test call to verify the outputs. If satisfied, enable the automation in production and monitor adoption.

How to automate repetitive work? Paid required

  1. Identify Repetitive Tasks

    List tasks in QA that are performed repeatedly and could be automated. Create a worksheet with task name, frequency, and potential automation approach.

  2. Choose Right Automation Tool

    Determine which Observe.AI modules can automate tasks. Use Auto QA and Conversation Intelligence to automate monitoring, scoring, and feedback.

  3. Define Automation Goals

    Decide success metrics (e.g., reduce manual QA time by 60%, improve FCR, maintain CSAT). Set measurable targets.

  4. Create Automation Workflow

    In Observe.AI, navigate to Platform > Automation (Auto QA). Click Create Workflow. Name it clearly (e.g., 'Repeats_AI_Sample').

  5. Configure Data Sources

    Select data sources (calls, transcripts, omnichannel messages) that feed the automation. Ensure data mapping to QA scorecards.

  6. Set QA Criteria

    Define QA rules (score thresholds, redaction, sentiment triggers). Use the built-in rule editor to create conditions.

  7. Enable Real-Time Monitoring

    Turn on real-time monitoring in the workflow so feedback is available during or immediately after interactions.

  8. Define Feedback & Coaching

    Configure automatic coaching messages or coaching tasks for agents when criteria are not met.

  9. Test the Workflow

    Run a pilot with a sample of recent interactions. Check automation results against manual QA scores.

  10. Review & Calibrate

    Compare automated results with human QA. Adjust rules, thresholds, and scoring to improve accuracy.

  11. Roll Out

    Publish workflow to production. Notify QA team and schedule ongoing reviews.

  12. Document & Train

    Capture SOPs, share a quick training session, and create a knowledge base article for the automation workflow.

Ready to try Observe.ai?

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