Observe.AI - 3 Steps to Empower Agents with Contact Center AI
Common Sense Network & Learn

Virtual Wine Tasting with 3 Steps to Empower Agents with Conversation Intelligence

A Virtual Wine Appreciation

October 27th, 2021, Successfully held

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Presented by


Here’s what we discussed:

At the end of the day, improving CX is about your people. But how do you immediately enable your agents to deliver a better customer experience? There is a simple recipe or process:

  • Accurate call transcription
  • AI to target key moments for your team’s interactions
  • Automation to scale optimized processes

Want better CX? The answer is better coaching. Empowered agents can drive better customer engagement and satisfaction, and post-pandemic, that’s never been more important.


4 PM – 4:05 PM

Welcome and participant introduction

4:06 PM – 4:10 PM

Introduction of Observe.AI executives

4:11 PM – 4:59 PM

Interactive discussion on the topic

5 PM – 5:25 PM

Guided Wine Tasting by a master sommelier

5:26 PM – 5:30 PM


Solution Expert

Rich Wang
VP, Customer Success, Observe.AI


Chris Basile
VP of Sales and Customer Service Operations, phone.com

Here is what we learned:

Rick Clark, Director of Global Customer Care, Balsam Brands

• Rick joined to find solutions that could help him train a lot of seasonal staff in a very short period of time.
• Rick said there isn’t a lot of time to train seasonal call center employees, but they try to get them up and running before the busy season begins. They use tools to help them answer the questions.
• From a supervisor perspective, they use specialty phones, and either hand raising or slack to provide agents with immediate help.

Catherine Knezevic, Director, Claims & Customer Service Operations, Zenith American Solutions

• Catherine joined the call to hear what everyone on the call has to say.
• Catherine wanted to know if ObserveAI is cloud-based.
• Catherine asked Richard about real-life use-cases.

Request detailed session notes

We are careful about who we send this key document to. The session notes will be sent based on the request, provided your profile matches our qualification criteria.

About Observe.AI: 

Observe.AI uses Contact Center AI to transform customer experiences and improve agent performance by helping top brands analyze 100% of customer interactions and streamline quality assurance workflows.

With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.

Participation in this Virtual International Wine Appreciation is free of charge to qualified attendees. Once you’ve completed the registration, we’ll confirm your invitation and send you a calendar invite with a link to the meeting.

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