Observe.AI Reviews & Product Details - Page 8

Observe.AI Overview

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

Product Website

Discussions

Observe.AI Community

Languages Supported

Danish, English, French, Hindi, Italian, Dutch, Norwegian, Portuguese, Spanish, Swedish

Show LessShow More

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.

Seller

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

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.

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...

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.

Official Downloads

(4)

edit

Why Voice AI has Failed...Until Now

Observe Ai Platform

The 4 Pillars of Observe.AI

G2 reviews are authentic and verified.

Here's how.

Rasiel G.

Quality Assurance Analyst

Small-Business (50 or fewer emp.)

7/21/2022

"Feedback for observe.ai"

5/5

What do you like best about Observe.AI?

The most helpful about ai, is that I don't need to listen the whole calls , if I missed to check something. They provide all the shortcuts , that makes our work easy. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

There are times that the transcript is not accurate for the recording and not only that but also there are times that the calls is not completed when we compare it to the assurance recording. Review collected by and hosted on G2.com.

Jeanine - Pauline M.

ASSISTANT QUALITY ASSURANCE

Mid-Market (51-1000 emp.)

5/20/2022

"A VERY USEFUL TOOL"

4/5

What do you like best about Observe.AI?

WHAT I LIKE ABOUT THE OBSERVE AI TOOL IS THAT IT CAN HELP YOU DETERMINE HOW TO RATE THE AGENTS IF THEY WERE ABLE TO FOLLOW THE GUIDELINES AND PROPER FORMAT IN DEALING WITH BENEFICIARIES. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

WHAT I DISLIKE ABOUT THE OBSERVE AI IS THAT IT SOMETIME CAN TAKE ALOT OF YOUR TIME IN DETERMINING THE MISTAKES OF AGENTS IN DOING THEIR EVALUATIONS WELL. BUT IT IS ALSO HELPFUL AT THE SAMETIME. Review collected by and hosted on G2.com.

Recommendations to others considering Observe.AI:

WHAT ADVICE I CAN GIVE TO THOSE WHO ARE LOOKING FOR OBSERVE AI IS THAT, THEY SHOULD BE DILIGENT IN EVERYTHING THAT THEY DO ESPECIALLY IN EVALUATING CALLS SO THAT THEY CAN GRADE THE AGENTS WELL. Review collected by and hosted on G2.com.

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

THE PROBLEMS I ENCOUNTERED WITH THE OBSERVE AI TOOL IS THAT THERE ARE CALLS THAT ARE INCOMPLETE AND ITS SO HARD BECAUSE THERE IS NO WAY WE CAN DETERMINE THE CONTINATION OF THAT SAID CALL. Review collected by and hosted on G2.com.

Gerald F.

Assistant Quality Auditor

Mid-Market (51-1000 emp.)

6/22/2022

"Observe.AI is very convenient to use. Although, it needs more updates to make it perfect."

5/5

What do you like best about Observe.AI?

Since I do call auditing, I love how it identifies agent and shopper in the transcript. But since this tool is not that perfect yet, I also use Assurance web to cross-reference. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

There are times that some calls are incomplete in this software and I needed to use a secondary tool to continue auditing my assigned call IDs. I would suggest that the developers work on making updates for this to make this tool perfect for my job as a Quality Auditor. Review collected by and hosted on G2.com.

Recommendations to others considering Observe.AI:

No recommendations at the moment. Review collected by and hosted on G2.com.

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

Observe.AI is very usefool when our secondary tool is not working properly as it should. When issues occur on other tool that we use, Observe.AI makes us continue do our job without compromising our productivity at work. Review collected by and hosted on G2.com.

Frelyn C.

Quality Analyst

Small-Business (50 or fewer emp.)

7/21/2022

"Frelyn's Review"

4/5

What do you like best about Observe.AI?

Observe ai makes it easy to tract the information for the usage of evaluations. They have both the call and the evaluation form for the very easy access. I think it is their upside. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

Observe.AI have many tools and menus that are not actually needed. They also have more things going on for the eyes that I personally think it make me discomfort. I want my space to be clean and neatly organized. Review collected by and hosted on G2.com.

Dawood I.

Quality Auditor

Mid-Market (51-1000 emp.)

5/24/2022

""Observe.AI: A review of an awesome digital assistance experience""

5/5

What do you like best about Observe.AI?

The most helpful about observe.ai is that it provides great assistance in guiding us with our call evaluations, it has features like transcriptions, and user friendly interface. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

What I dislike about observe.ai is that it has no transcript search feature, and also the speed has its limit of 2x only, I suggest adding search feature for transcriptions and adding more available fast forward speed. Also other call id can't be found, please fix it. Review collected by and hosted on G2.com.

Recommendations to others considering Observe.AI:

I advice everyone to use observe.ai not just for easy evaluations but also for more special features that we can use that further helps a certain task more effectively with ease and convenience. Review collected by and hosted on G2.com.

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

The problems that I'm solving with observe.ai are problems relating to call id's? I realized the benefits of it, in which evaluating calls are made much more easier. Review collected by and hosted on G2.com.

Jaydon P.

Assistant Quality Auditor

Mid-Market (51-1000 emp.)

5/20/2022

"Observe Ai helps the agent in a most efficient way."

5/5

What do you like best about Observe.AI?

The trascription and the audio that it provide when we evaluate the calls of our agents helps us accurately and efficently identify the errors and the points we give to them. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

Sometimes the audio and the trascription are not matched however it cannot suffice the help it gives to us QA when we evaluate our calls. The number also must be improve not make it as word for word but let be just the number itself. Review collected by and hosted on G2.com.

Recommendations to others considering Observe.AI:

The tool really help other QA's in gaining confidence in terms to their evaluations by using Observe Ai. Review collected by and hosted on G2.com.

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

Accuracy and effeciency are the most benefit that Oseve. AI provdie to us. This will help us provide the right points to our agents at the same time following the standards we are meeting not just an agent but also as QA's. Review collected by and hosted on G2.com.

leziel b.

Assistant, Quality Assurance

Mid-Market (51-1000 emp.)

6/21/2022

"Observe ai helps my work finish quickly."

5/5

What do you like best about Observe.AI?

It's giving me a clear transcription of the recorded calls. And it helps me locate easily the important keywords that i need to sarch during the evaluations. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

The problem I encountered about observe ai is that whenever there is a call back we cannot find it immediately and sometimes it's still not available. But overall its a great tool to used. Review collected by and hosted on G2.com.

Recommendations to others considering Observe.AI:

observe ai is very advisable to whoever wants to use this tool. it is user friendly. Review collected by and hosted on G2.com.

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

observe ai is a big help when it comes to making my evaluation easily, it gives me accurate transcription of the recoreder calls that needs to be evaluated. without obsreve ai my workload will not be easy. Review collected by and hosted on G2.com.

Justin J.

Assistant Quality Assurance

Mid-Market (51-1000 emp.)

6/23/2022

"My experience in using tool Observe.AI"

5/5

What do you like best about Observe.AI?

What I've like in using Observe.AI tool is very easy to use, all the stuff is there and I am not hesitate or bothering to use this one, Highly recommended for other agents which is allow or have access in this tool, and also what I've like in this tool is very usefull, it is easy to access once we reach the portal and also the one that we use is evaluating the agents, and very easy to evaluate them because there is a recommend something in the left side and we can add in the comment section which is the choices that are failed to the agent, and we can easily track the conversation between the agent and the costumer so while listening to the call we can read also the script provided with the Observe.Ai, and also what I like in this tool that we can changed the work that is submmited already, when we have something to edit we can edit it without something to bother anything. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

What I have dislike in this tool is that the transcript is not accurate in the call that I've listen, the other calls or contact id is not also there like the whole call is not available in Observe.Ai , there are also contact id is half like the other call is in the other tool that we use and the half call is in the Observe.AI tool so what I did is I need to use another tool to find the other calls which is I can find it in the Observe.Ai, and also I can recommendto the app developer that hoping you can fix that one, you can add also the contact id that have call backs, and also you can add the contact id fast like the call is last week and they assign to us this week and all of that contact id's given to us or assigned is all there in Obeserved.AI so that we will not wait or review again our work and we can move in to other calls that is assign to us. Review collected by and hosted on G2.com.

Recommendations to others considering Observe.AI:

I advice them to use this tool like us we use this for evaluating agents and it is very easy to use and all the stuffs that you are looking is here. Review collected by and hosted on G2.com.

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

The benefits of using Observed.Ai is that we can easily evaluating the calls which is assign to us and easy to use, add some comment in the comment section provided with Obeserved.AI, easy to track the conversation of the agent between the costumer and if the the work or the tool we use is not good we can edit them or disregard it. Review collected by and hosted on G2.com.

Verified User in Health, Wellness and Fitness

Mid-Market (51-1000 emp.)

6/22/2022

"Observe.ai is really useful tool, which I can really recommend it to my colleague."

5/5

What do you like best about Observe.AI?

Using the Observe.ai is really useful, especially when it comes to evaluating the calls. I can evaluate the calls fast and I really like how amenable it is. As an analyst it is way more better to evaluate the calls while using the Observe.ai. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

The downsides of Observe.ai is I can't search for the call backs, which I am still gonna use the assurance for me to see the call backs. I also dislike the captcha. Review collected by and hosted on G2.com.

Recommendations to others considering Observe.AI:

My advice to all those who are looking for the Observe.ai is that my experience in using he Observe.ai is very good, I can really say that it is recommendable to all users out their. It helps us evaluate easier and faster. Review collected by and hosted on G2.com.

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

The problems that Observe.ai helped me solve is that it has transription to show and it was easy to search the things that you were looking for. Also you can edit the finished works, which is really a useful thing. Review collected by and hosted on G2.com.

Joan A.

Quality Analyst

Mid-Market (51-1000 emp.)

6/21/2022

"A very convenient tool."

4/5

What do you like best about Observe.AI?

I like that it provided transcriptions of the conversation between the agent and the shopper. You can also listen to certain section of the call with ease. I am very satisfied of the tool. I will sure recommend it to my colleagues. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

For me the downside of Observe. AI is that you cannot search for certain keywords of the transcription. Also, there are certain sections of the formstack that must be selected as N/A but without that option. Review collected by and hosted on G2.com.