Observe.AI Reviews & Product Details

Observe.AI is a resourceful approach that is AI enhanced to conduct a detailed conversation analysis from the engagements made with customers

The tool has brilliant and authentic QA, which captures the insights and sentiments of customers and it saves time

The tool has enhanced the real time agents support, giving clients a powerful guidance concerning their needs

Observe facilitates the process of orienting and coaching agents, to give them content to share with clients

The app streamlines the workflow in a firm, by ensuring that calls and texts are summarized for easy understanding Review collected by and hosted on G2.com.

Observe.AI collects inaccurate sentiments and this results to fake or false signals

Implementation of Observe.AI is completely complex and calls for a dedicated support Review collected by and hosted on G2.com.

I like that Observe.AI offers great contact center features that helps better customer communication/engagement and experience.

With this tool, we have greatly enhanced agent performance which ensures that they serve our customers better.

Thanks to AI and analytics capabilities, it is always easy to analyze customer conversations and we get helpful insights.

With AI features, our agents always know what to do and when thanks to analytics and automation help they get which boosts productivity.

Finally, I like that with Observe.AI, we're able to maintain quality when offering customer service and this is made possible by ease of review customer interactions to measure agent performance. Review collected by and hosted on G2.com.

It is sufficiently equipped with great features and using it is straightforward. It has met needs and no problems to list. Review collected by and hosted on G2.com.

Observe.AI is a powerful tool that accurately capture and analyzes the interactions we have with customers extensively, from chats, site visits, calls, and the likes

The program has exceptional sentiment analysis, which captures the actual sense of any customer engagement

Observe.AI has a fruitful automated QA, something that evaluates the response that customers get from our support

In matters set p, Observe.AI needs no further help or guidance due to it’s simple nature

We acquire timely guidelines on new policies and practices to keep our customers happy Review collected by and hosted on G2.com.

Observe.AI sometimes captures the wrong sentiments or moments, giving a false impression or signal to others

The program fails to manage heavy accents, which is a disturbing trend Review collected by and hosted on G2.com.

Observe.AI has an impressive customer interactions analytical capabilities, which gives us 100% visibility on efficiency and reliability.

The program has modern capabilities that includes AI Copilot which provides real time agent guides and conversation intelligence for brilliant sentiment analysis

Observe.AI has solid compliance and integration emphasis and this creates solid scalability

The program has a powerful global footprint that includes any country in the world

Observe.AI has a diverse range in supporting multiple industries including technology, healthcare, insurance, and others Review collected by and hosted on G2.com.

Observe.AI is a powerful tool, but high complexity is experienced and calls for high precision in management

The program has hidden dependencies or prerequisites and this makes it hard to understand it actual value and capabilities Review collected by and hosted on G2.com.

As a QA leader in healthcare, where empathy and compliance are both critical, Observe.AI has helped us completely rethink how we define and measure quality. In the past, quality was often limited to manual audits focused on script adherence and regulatory checkboxes. But with Observe.AI, we’ve been able to look deeper, analyzing every interaction for both clinical accuracy and emotional intelligence.

This is especially important in healthcare, where patients are often in vulnerable situations. Observe.AI allows us to ensure that agents aren't just meeting HIPAA and regulatory standards, but also delivering compassionate, patient-centered communication, and at scale. We're no longer relying on limited call samples; we're capturing insights across 100% of interactions, which gives us a much clearer picture of quality across the board.

It’s helped us shift from reactive quality assurance to proactive performance coaching — guiding agents with real-time feedback and trend data. And because healthcare is such a trust-based industry, this ability to balance empathy and compliance in every conversation is truly invaluable. Review collected by and hosted on G2.com.

One area we’ve experienced some challenges with is the accuracy of moment detection, particularly when it comes to profanity. We've seen instances where the system flags false positives, often due to words that sound similar to profanity but are actually appropriate in context. This creates some noise in our QA process and requires additional manual review to validate.

Additionally, while the platform does a strong job of identifying QA themes, there’s an opportunity to go further by pairing those insights with more actionable recommendations. Currently, once a theme is surfaced, there’s limited support in terms of built-in suggestions or coaching strategies that QA or supervisors can use to drive improvement. Having more guidance or automated next steps would help bridge the gap between insight and execution. Review collected by and hosted on G2.com.

Observe.AI has completely transformed how we manage and innovate within our contact center. The platforms make it simple to gather actionable insights, review interactions, and identify coaching opportunities. On top of that, building VoiceAI agents is incredibly intuitive. We've been able to take a new use case from concept to functional prototype in hours. The tools are user friendly but powerful, allowing us to handle pretty complex scenarios seamlessly.

The partnership is also a standout. Everyone we've worked with at Observe.AI is invested in our success, proactively offering guidance, sharing best practices, and brainstorming solutions. That culture of support makes a huge difference when scaling something as impactful as VoiceAI. Review collected by and hosted on G2.com.

Honestly, there's very little to dislike. The platform and partnership both deliver meaningful value. The only "challenge" is that we're moving so fast that sometimes we discover new use cases faster than the platform evolves, But even then, the Observe.AI team is quick to respond and iterate alongside us. It feels like we're co-creating the future of VoiceAI together. Review collected by and hosted on G2.com.

It's a good name, good marketing, and effective salespeople. Review collected by and hosted on G2.com.

Three years since signing up for Observe AI all I have to show for it is a lower bank balance, a loss of trust with our revenue operations and customer support operations team about, fewer hairs on my head and more of my nails bitten.

The initial implementation was a ton of work over a three month period, which they happily charged us for, and then we never ended up seeing any value from the product at all. We all stopped using it pretty quickly after that. Their keyword matching is broken, it regularly would not ingest all calls, and it would regularly deliver wrong answers. It regularly underperformed compared to a human QA team paired with a small in-house script written by engineering plus or minus some UI functionality. The interface is slow and clunky and completely unlike any of their shiny marketing. I thought that would be the end of it but since then they hired lawyers at Observe AI to begin calling our frontline support people throughout the day harassing them because I am refusing to pay for another year of service for a product that absolutely does not work as advertised on a contract that expired more than a year ago and for service that wasn't rendered as described. They are scaring my workers and they are unwilling to enter a dialogue with me about the ethics of this.

I am in the process of doing a full retroactive with my team about how this went so wrong, and how I made such a mistake in procuring this vendor, and I will be updating this review with much more specific product detail about how they have fallen short compared to what they promised. As a former engineer myself I am completely embarrassed to have made a mistake like this and I would strongly caution any reader to think twice and consider many of the other available options. Please check back here on this review as I continue to update it with more detail.

Update: August 29th (here is what I received from my implementation team)

The quality of the product shoddy if not misleading:

Implementation took almost 6 months more than originally estimated because they couldn’t figure things out. We had to escalate and have the implementation team (initial one didn’t knew how to connect to our zendesk account and pull the recordings with the API keys and documentation in front of them)Their “AI” product is a scam. It’s nothing more than a voice to text service (transcription) and a glorified CTRL+F. If they couldn’t find the “moment” (moment = phrase for the “AI”) in the transcript, there was no contextual knowledge of the scanned text. So when “training” their AI, we had to account for all the variations of a specific word or phrase. Review collected by and hosted on G2.com.

A wider product offering means that speech analytics is now a sliver of their entire product catalogue. They are constantly making advancements and bugs are rarely, if ever, an issue. Review collected by and hosted on G2.com.

Their leadership must have changed somehow. Where we once had outstanding customer service, we now have long email exchanges that often end up in an upsell. The product is great, but they no longer seem to have the account managers to support it. Review collected by and hosted on G2.com.

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 where you think your team is showing weeknesses, and than you will get a filtered file with calls and name of team members and plann you next meeting., Coaching or 1:1 session.

It also lets you download call straight into your Downloads on computer for you to share.

The intelligence is so advance that if you want to look into the call where you only remember the specific a cx or an agent said, simply go to analyze tab and place the work and hit enter, It will look for the call for you

We have OAI integrated with our Outlook, and APN calling system.

I would love to add to my Comment the new Feature that the OAI has recently introduced, it is called the coaching notes, Any time i have a session with my Direct reports and i want to add it in writting for the record in OAI, it gives me the Coaching notes, where it saves me a lot of time, becuase based on the Interaction of CX and agent, it detects the areas of improvement for agents and send as suggestions in coaching notes. WOW that is what an AI should be

Life is easier now !! Review collected by and hosted on G2.com.

OAi is yet to recognize spanish. We do have a major number of spanish customers. Review collected by and hosted on G2.com.

I like the searchable options and how easy it is to select what you are wanting to view on the left hand side for it to filter out instead of searching through an entire list. I also like that you have the ability to edit the work that you are doing or delete it completely if needing to start over. Review collected by and hosted on G2.com.

Other than the text issue when reading the conversations, I cant think of anything else that needs improving. Review collected by and hosted on G2.com.