In this article, you will learn:
1. What are Moments?
2. Why do Moments Matter?
3. What types of Moments are there?
What are Moments?
Observe.AI 'Moments' are targeted key points of interest within your calls. Most Moments in Observe.AI can be customized using keywords and phrases defined by the user.
Moments help contact centers digest and distill their conversation data to identify and track key instances that are meaningful to their business. Well-programmed Moments act as the gateway to valuable insights that can help contact centers improve CX behaviors, accelerate revenue growth, boost operational efficiency and drive better compliance.
Why Do Moments Matter?
Moments are the foundation building blocks of Observe.AI. They allow you to understand what is or is not happening in your call center.
Having a well-defined Moment ecosystem will allow you greater visibility into where you spend your time and energy when looking at which calls to review, what items to evaluate an agent on, and ultimately provide a very efficient way to coach your agents effectively.
What types of Moments are there?
There are two types of Moments in Observe.AI:
- Machine Learning Moments
- Keyword-Spotting Moments
Machine Learning Moments
Machine Learning Moments are default moments prebuilt by Observe.AI. These types of Moments cannot be configured however the moments can be enabled or disabled.
Some Moments such as Dead Air, Hold Time Violation, and Negative Customer Sentiment, to name a few, are powered by AI and do not use keywords or phrases.
Example of a machine learning moment:
Keyword Spotting Moments
Keywords or phrases are input into the Observe.AI dashboard by the customer manually. Customers can update these Moments at will, and turn them on or off.
Additional Moments can be built as the need for business changes or new initiatives are launched.
Example of a keyword spotting Moment:
