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Observe.AI Overview

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What is Observe.AI?

Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction. With Observe.AI, businesses boost automation, deliver faster, more consistent 24/7 service and build stronger customer loyalty. Trusted by brands like Accolade, Prudential, Concentrix, Cox Automotive, and Included Health, Observe.AI is redefining how businesses connect with customers—driving better experiences and lasting relationships at every touchpoint.

Observe.AI Details
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Languages Supported
Danish, English, French, Hindi, Italian, Dutch, Norwegian, Portuguese, Spanish, Swedish
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Product Description

Observe.AI is the Conversation Intelligence Platform for Contact Centers that uncovers insights from 100% of customer interactions to maximize frontline team performance and drive outcomes across the business, from more sales to higher retention and better compliance.

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Observe.AI

Description

Observe.AI is the leading Gen AI conversation intelligence platform trusted by enterprises to empower their contact centers with real-time agent guidance, coaching, post-interaction summaries, Auto QA, and advanced business analytics. Built on the industry's most accurate contact center LLM, the platform analyzes every customer conversation, identifying critical insights to boost revenue, improve customer retention, and optimize operational efficiencies and compliance – while ensuring security and at massive scale. Trusted by leading companies such as Accolade, Affordable Care, Inc., Concentrix, Cox Automotive, Maxor, Pearson, and Public Storage, Observe.AI accelerates outcomes from the frontline to the executive level. For more information, please visit www.observe.ai.

Overview Provided by:
Sharni Medina

Recent Observe.AI Reviews

Sofia C.
SC
Sofia C.Mid-Market (51-1000 emp.)
3.0 out of 5
"Cutting edge technology has hit some roadbumps"
A wider product offering means that speech analytics is now a sliver of their entire product catalogue. They are constantly making advancements and...
Read more
AR
Asim R.Mid-Market (51-1000 emp.)
5.0 out of 5
"OAI BEST Intelligence. Best tool to Pin point your areas of Improvement"
In OAI under the Section Score Card, it breaks down all the aspects of a call into catagories that you can select from. you select an area wher...
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Jose Cyprus O.
JO
Jose Cyprus O.Mid-Market (51-1000 emp.)
4.5 out of 5
"My Obseve AI Experience"
The ability to transcribe conversations reduces the amount of workload an evaluator does in completing an assessment as keywords that can serve as ...
Read more

Pricing Insights

Averages based on real user reviews.

Time to Implement

3 months

Return on Investment

17 months

Average Discount

17%

Perceived Cost

$$$$$
View More Pricing Information

Observe.AI Media

Observe.AI Demo - Scalable Call Automation
Design Smart, Scalable Call Automation: Create custom call flows that adapt to intent, automate resolution, and reflect your business logic.
Observe.AI Demo - VoiceAI Agents
Train VoiceAI Agents with Your Best Calls: Use real transcripts to create tasks for your VoiceAI agents to replicate exactly how your top reps handle conversations.
Observe.AI Demo - Turn intelligence into action
Full insights across every conversation, for human and AI agents, to empower enterprises to optimize every interaction. With AI-driven real-time data and intuitive dashboards, teams can quickly uncover trends and make informed decisions to drive performance. Drilldown capabilities in Observe.AI’s...
Observe.AI Demo - Real-Time AI
Supercharge your frontline teams: Take performance to new highs with real-time guidance, targeted coaching, and automated workflows driven by industry-leading AI.
Observe.AI Demo - Observe.AI Evaluations
Give your Quality teams everything they need to rapidly improve agent performance and drive customer experience with high-quality feedback, in one place.
Observe.AI Demo - Observe.AI Agent Performance & Coaching
Make actionable, informed coaching decisions. Leverage AI to track performance trends across QA Evaluations. Know exactly which skills and behaviors to coach agents on.
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227 Observe.AI Reviews

4.6 out of 5
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227 Observe.AI Reviews
4.6 out of 5
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Observe.AI Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons
G2 reviews are authentic and verified.
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CB
Senior Quality Auditor
Mid-Market(51-1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Observe.AI?

What I like best with Observe.ai is that it's easy to understand and use. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

What I don't like is that sometimes it lags when analyzing big data. Review collected by and hosted on G2.com.

What problems is Observe.AI solving and how is that benefiting you?

Observe.ai catches negative behaviors from agent so it can be corrected right away. Review collected by and hosted on G2.com.

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Maylyn M.
MM
Speech Analytics Sr. Supervisor
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Observe.AI?

Observe.ai is a game-changer for call center teams. The platform's AI-driven insights provide invaluable feedback, enabling agents to improve performance and enhance customer satisfaction. Its intuitive interface and powerful analytics make it easy to identify trends, coach effectively, and ensure compliance. A must-have tool for any organization looking to optimize their customer interactions. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

Limitations when it comes to creating dashboard Review collected by and hosted on G2.com.

What problems is Observe.AI solving and how is that benefiting you?

Agent performance monitoring, customer experience enhancement, compliance and risk management, data driven decision making, operational efficiency. Review collected by and hosted on G2.com.

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LV
Trainer
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
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What do you like best about Observe.AI?

Ease of use,Frequency of use and there are multiple features Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

No available screen recording on the tool Review collected by and hosted on G2.com.

What problems is Observe.AI solving and how is that benefiting you?

Evaluating calls and to monitor the standard process to make sure that users are compliant with the policy Review collected by and hosted on G2.com.

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SD
Sr. Quality Evaluator
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Observe.AI?

Easily to track the audits and provides suggested summary/information. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

Sometime, the verbatim in the calls is not accurate. Review collected by and hosted on G2.com.

What problems is Observe.AI solving and how is that benefiting you?

Observe.AI helps a lot to easily find the markdowns and other coaches of the agents. Review collected by and hosted on G2.com.

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Charisse Kristine M.
CM
Program Ready Trainer
Enterprise(> 1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Observe.AI?

The verbatim are visible and we can snip it for audits that needs such document attachements Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

some inaccurate words that don't match what mentioned by the caller Review collected by and hosted on G2.com.

What problems is Observe.AI solving and how is that benefiting you?

Detection of profane words Review collected by and hosted on G2.com.

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Verified User in Consumer Services
AC
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
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What do you like best about Observe.AI?

The tool itself is extremely easy to navigate and quick to pick up. The team were able to adjust to using it daily with minimal training needed. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

There are limitiations to the information you can pull through custom reports. It seems that a lot of infomration is stored within the system, but its not always easy to access this through the reporting suite. Review collected by and hosted on G2.com.

What problems is Observe.AI solving and how is that benefiting you?

Observe allows us to easily complete close to 3000 manual evaluations per month globally across contact methods. This gives us a solid understanding of not only how our agents are performing but a good idea of customer trends. Review collected by and hosted on G2.com.

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Verified User in Retail
AR
Small-Business(50 or fewer emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Observe.AI?

The reporting and analyzed tab of the tool is outstanding. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

I cant think of anything that I dislike on the tool. Though it could have been better if we can save the filters search that the user created so they dont need to filter again same data every time they need to log in. Review collected by and hosted on G2.com.

What problems is Observe.AI solving and how is that benefiting you?

QA automation and insight gathering for KPI. Review collected by and hosted on G2.com.

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Verified User in Airlines/Aviation
AA
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Observe.AI?

Analysis dashboard, Moments, QA form Automation, knowledge AI, RTAA and coaching AI Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

Not being able to modify existing form/s, not customizable interface Review collected by and hosted on G2.com.

What problems is Observe.AI solving and how is that benefiting you?

Knowledge AI makes advisor's life easy when pulling KB and related documents. Evaluation made easier with QA automation Review collected by and hosted on G2.com.

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Verified User in Consumer Services
AC
Enterprise(> 1000 emp.)
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Validated Reviewer
Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Observe.AI?

it covers 100% of your interactions and you can get an insight as soon as possible. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

OAI has no screen recording and it's not free. Review collected by and hosted on G2.com.

What problems is Observe.AI solving and how is that benefiting you?

You don't need to listen to the entire call to understand what is happening within the call. Review collected by and hosted on G2.com.

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JS
Senior Quality Evaluator
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
What do you like best about Observe.AI?

It can provide the summary of a long call. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

There are some transcripts that are not spelled correctly. Review collected by and hosted on G2.com.

What problems is Observe.AI solving and how is that benefiting you?

Shorter time in evaluating a call. I can now do other task because of Observe.AI. Review collected by and hosted on G2.com.

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