--- title: Observe.AI Reviews meta_title: 'Observe.AI Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 245 reviews by the users' company size, role or industry to find out how Observe.AI works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 245 scale: '5' date_modified: '2026-07-23' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # Observe.AI Reviews **Vendor:** Observe.AI **Category:** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations) **Average Rating:** 4.6/5.0 **Total Reviews:** 245 ## About Observe.AI Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations. Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI works with global brands, like DoorDash, Transcarent, Affordable Care, Signify Health, and Verida, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction. ## Observe.AI Pros & Cons **What users like:** - Users value the **ease of use** of Observe.AI, streamlining tasks and enhancing overall efficiency. (26 reviews) - Users value the **efficiency** of Observe.AI, which streamlines agent evaluation and enhances customer interactions effortlessly. (20 reviews) - Users find Observe.AI's **helpful features** enhance call analysis, streamline coaching, and improve collaboration significantly. (19 reviews) - Users appreciate the **advanced AI capabilities** of Observe.AI, enhancing coaching efficiency and improving agent performance. (16 reviews) - Users appreciate the **advanced coaching features** of Observe.AI, enhancing agent performance through intelligent insights and suggestions. (16 reviews) - Users value the **high accuracy** of Observe.AI, enhancing both call evaluations and customer interactions effectively. (15 reviews) - Users value the **advanced analytics** capabilities of Observe.AI, enhancing business development and providing deeper insights. (10 reviews) - Evaluation Process (10 reviews) - Conversations Management (9 reviews) - Innovation (8 reviews) **What users dislike:** - Users report **accuracy issues** with Observe.AI, noting incomplete transcripts and inconsistencies in detected keywords. (16 reviews) - Users experience **inaccuracy in transcriptions** with Observe.AI, leading to confusion and incomplete information from calls. (15 reviews) - Users face **inaccurate data analysis** with Observe.AI, leading to ineffective customer interactions and lost trust in the service. (12 reviews) - Users report encountering **call issues** with Observe.AI, including missed captures and poor audio clarity affecting performance. (7 reviews) - Users find the **missing features** of Observe.AI frustrating, limiting their ability to effectively manage and analyze data. (7 reviews) - Learning Curve (5 reviews) - Limited Features (5 reviews) - Accent Recognition (4 reviews) - AI Performance (4 reviews) - Inadequate AI Capabilities (4 reviews) ## Observe.AI Reviews ### 1. Observe Boosts Call Quality with Reliable Auto Summaries and Insights **Rating:** 4.5/5.0 stars **Reviewed by:** King J. | Progamming Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2026 **What do you like best about Observe.AI?** what i like the most about observe is its ability to improve the quality and efficiency of customer interactions. Since we are a logistics company, our customer service team handles a high volume of calls with shippers, carriers, and drivers every day. This helps us to automatically analyzes conversations, generates accurate call summaries, and provides useful insights to eventually help us improve communication and resolve issues faster. It has a has a user-friendly interface, making it easy for supervisors and agents to review conversations and identify areas for improvement and opportunities.Its overall performance has been reliable, onboarding was pretty easy, and the time saved through auto summaries and monitoring has provided a good return on investment. **What do you dislike about Observe.AI?** sometimes the summaries or insights might require minor review to better include industry specific terms used in logistics. I would also like to see more customization options for quality score cards, reporting, to better match the logistics industry needs. While it is integrating well with common contact center tools, expanding support for additional logistics and transportation systems would make implementation even more better. **What problems is Observe.AI solving and how is that benefiting you?** it helps us improve the call quality, consistency, and efficiency of communication with our customers. As a logistics company, our team handles a large number of calls with customers, shippers, and drivers every day. This AI helps by keeping automatically records, transcripts of calls, summarizes, and analyzes these conversations, reducing the amount of manual work required after each call. ### 2. Powerful Real-Time Coaching and Call Insights, but Setup and Cost Can Be Hurdles **Rating:** 3.5/5.0 stars **Reviewed by:** Sanskar T. | Business Development Executive, Plastics, Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2026 **What do you like best about Observe.AI?** 1. *Real-time help* - Gives agents answers and coaching during calls 2. *Full call review* - Analyzes 100% of calls, not just a few samples 3. *Clear insights* - Shows what customers actually care about and why deals are won/lost *Benefit:* Teams close faster, train new reps quicker, and improve customer experience without extra manual work. **What do you dislike about Observe.AI?** 1. *Cost* - It’s priced for mid-size and enterprise teams. Can be expensive for smaller contact centers. 2. *Setup + integrations* - Takes time to connect properly to your phone system and CRM. Out of the box it’s not always plug-and-play. 3. *AI accuracy varies* - Transcripts and sentiment are good, but with accents, crosstalk, or industry jargon it can still miss things. You still need humans to spot-check. **What problems is Observe.AI solving and how is that benefiting you?** 1. *Manual QA* - Reviews 100% of calls instead of just 2-3% 2. *Agent training* - Gives real-time coaching and answers during calls 3. *No visibility* - Turns conversations into data: trends, objections, sentiment, compliance issues *How it benefits:* Teams ramp new agents faster, improve customer experience, and find out what's actually working in sales/support without managers having to listen to hours of calls. ### 3. Streamlined Call QA with Room for Improvements **Rating:** 3.5/5.0 stars **Reviewed by:** Mohit S. | Head of Sales, Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2026 **What do you like best about Observe.AI?** I really appreciate how easy Observe.AI makes it to monitor call quality at scale. The automated QA is something we use a lot, along with call transcriptions and coaching insights. The initial setup was fairly easy and the integrations were smooth, which is definitely a plus. We use it with CRM, contact center software, and collaboration tools, which helps streamline workflows. **What do you dislike about Observe.AI?** I find the learning curve to be a bit steep for new users, and I feel that the report customization could be more intuitive. The onboarding process could be improved with more interactive product walkthroughs and product-based tutorials. **What problems is Observe.AI solving and how is that benefiting you?** I use Observe.AI to review customer calls, automate QA, and coach agents more effectively. It eliminates the manual effort of reviewing calls, ensures consistent quality evaluations, and helps improve agent performance. ### 4. Boosted Consistency and Training Efficiency **Rating:** 4.0/5.0 stars **Reviewed by:** Paul S. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2026 **What do you like best about Observe.AI?** I like that Observe.AI helps us improve the quality of our customer conversations and supports our sales team. It allows us to review calls more efficiently. The insights from call scripts and summaries help us better understand our team's performance and improve our response strategies. It's also really useful for training new employees. The software improves consistency, enhances call performance, and helps track summaries. The call transcripts are great for monitoring individual performance and paving the way for training new employees. The initial setup of Observe.AI was very easy to understand. **What do you dislike about Observe.AI?** Responses could be improved **What problems is Observe.AI solving and how is that benefiting you?** I use Observe.AI to improve the quality of customer conversations and support our sales team by reviewing calls more efficiently. It gives insights into call scripts, improving performance and training new employees. ### 5. Revolutionized Compliance Workflow, Minor Offline Access Issues **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Legal Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 20, 2026 **What do you like best about Observe.AI?** My favorite feature of Observe.AI is its legal-specific sensitive data detection paired with purpose-built audit logging, two capabilities that directly address the core compliance burdens we face at Hoffmann Legal Solutions while adhering to state bar rules and GDPR for international clients. Unlike generic business call recording software that only flags basic emails and phone numbers, this tool scans live transcribed client calls to single out legally protected information including full client legal names, medical injury records, undisclosed settlement amounts, EU residential addresses, and confidential opposing party details. Before this automation, I would spend three hours every day manually reading hundreds of transcript pages to redact these details, carrying constant risk of human error that could trigger regulatory penalties. Its specialized audit trail system transforms our quarterly inspection preparation entirely. Every recorded consultation stores complete staff usernames, precise timestamps, case reference links, and data risk labels, all filterable and exportable in a few clicks. During our last bar audit, regulators requested full proof of our client communication data governance, and I generated a complete, structured report within minutes—something that once required two full workdays of sorting disjointed audio files and Excel trackers. I also value its intuitive auto-categorization tagging, which automatically groups calls by civil litigation, cross-border GDPR intake, and contract consultations. Our paralegals can retrieve case-related transcripts without complex setup, and the platform avoids bloated irrelevant enterprise features common on the market. By centering confidentiality and traceability for legal teams, Observe.AI drastically cuts repetitive administrative labor and delivers permanent, inspector-ready evidence of secure client data handling all year long. **What do you dislike about Observe.AI?** The most disruptive limitation of Observe.AI for my field compliance work is its full cloud dependency with no offline access of any kind, creating consistent workflow delays when I travel to meet remote clients across multiple U.S. states. Many of these meeting locations are rural or private office suites with unreliable cellular service and limited Wi-Fi connectivity. On a recent trip, I discovered conflicting details in a client’s injury claim paperwork and intended to cross-reference past recorded intake calls inside Observe.AI to verify prior settlement conversations. Without internet, I could not pull up any historical transcripts or scan stored recordings at all. I had to rely on unorganized handwritten notes and postpone formal case file revisions until returning to our office, pushing back our compliance review timeline by an entire business day. A lightweight offline desktop agent with encrypted local log caching would eliminate this major bottleneck. A second recurring pain point is inconsistent transcription accuracy during complex legal dialogue. The AI frequently mislabels speaker attribution between attorneys and clients, misinterprets niche legal statutes, and fails to catch nuanced confidential manufacturing or settlement language. Even after the automatic privacy scan finishes, I must proofread every transcript batch to fix misattributed lines and manually mark overlooked sensitive data, adding roughly two hours of mandatory corrective work each week during our busiest audit quarters. These two gaps force unnecessary manual labor and slow down our client intake compliance processes whenever I work outside our firm’s stable office network. **What problems is Observe.AI solving and how is that benefiting you?** Observe.AI eliminates two major pain points that once dominated my daily compliance records workflow at our small legal firm, while ensuring full adherence to U.S. bar privacy standards and GDPR for cross-border clients. Before adopting this platform, our team captured client consultations on outdated Avaya recording hardware, and I was tasked with fully manual transcription, line-by-line redaction of protected client information, and disjointed audit logging tracked across separate Excel spreadsheets. This repetitive administrative work consumed multiple full workdays ahead of every annual regulatory audit and created constant risk of accidental exposure of confidential settlement figures, medical records, and personal client data. Now, Observe.AI automatically transcribes all intake calls and runs real-time privacy screening to flag regulated sensitive content, cutting nearly all manual redaction labor and lowering the risk of costly compliance violations. The platform generates unified, timestamped audit trails tied to individual case files and staff accounts, which I can filter and export instantly for inspectors without sorting through scattered archives. Its auto-grouping feature sorts transcripts by legal practice area, streamlining long-term case file archiving for our paralegal team. While the lack of offline access and imperfect legal transcription accuracy create minor weekly bottlenecks requiring manual fixes, the platform delivers transformative overall value: it reduces my repetitive paperwork burden, standardizes secure client communication governance firm-wide, and lets our small compliance team shift focus to high-priority legal risk management instead of tedious manual document sanitization and log tracking. ### 6. Streamlined Call Analysis, Effective Coaching **Rating:** 3.5/5.0 stars **Reviewed by:** Shawez A. | B2B Sales & Client Acquisition Specialist | RevOps | CRM | AI-Driven Outreach, Small-Business (50 or fewer emp.) **Reviewed Date:** July 20, 2026 **What do you like best about Observe.AI?** I use Observe.AI to analyze customer support calls and improve agent performance. It makes reviewing calls much easier and saves us time on manual call reviews. I also find that it helps us identify coaching opportunities and monitor call quality, making coaching much more effective. The setup was straightforward, which was a nice bonus. **What do you dislike about Observe.AI?** I find that sometimes the insights need a quick manual check, but overall it works well. **What problems is Observe.AI solving and how is that benefiting you?** Observe.AI helps us analyze support calls, improve agent performance, and maintain quality. It identifies coaching opportunities, monitors call quality, and saves time on manual reviews. It makes call reviewing easier and coaching more effective. ### 7. Streamlines Call Analysis with Easy Insights **Rating:** 3.5/5.0 stars **Reviewed by:** Muskan A. | Associate Recruiter, Small-Business (50 or fewer emp.) **Reviewed Date:** July 20, 2026 **What do you like best about Observe.AI?** I like how Observe.AI provides easy-to-use, clear insights from customers. It's also really helpful that it makes finding important conversations quick and easy. The quick search and filter features help me find specific calls in seconds instead of doing it manually. The initial setup was straightforward and easy to log in. **What do you dislike about Observe.AI?** The dashboard could be more customizable. I would like to have more filtering options and more customizable reports. **What problems is Observe.AI solving and how is that benefiting you?** I use Observe.AI to analyze support calls, improving agent performance with clear insights. It enhances call quality, saves time on manual reviews, and the quick search filters help find important conversations in seconds. ### 8. Companion Agent Turns Observe.AI into Powerful Real-Time In-Call Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Market Research | Enterprise (> 1000 emp.) **Reviewed Date:** July 11, 2026 **What do you like best about Observe.AI?** The standout feature is Companion Agent, which transforms Observe.AI from passive call analysis into real-time, in-call support. It provides frontline agents with customer context before the call starts and offers live guidance, knowledge lookup, and compliance prompts during the call itself. **What do you dislike about Observe.AI?** i personally faced some issues with sentiment accuracy and setup complexity; the AI isn't always able to accurately read tone and emotion, and setting up the platform to maximize its benefits takes time. **What problems is Observe.AI solving and how is that benefiting you?** Observe.AI addresses contact center challenges such as slow manual Quality Assurance (QA), low call coverage, and subjective coaching. By using Real-Time AI, it automatically scores 100% of calls, offers live guidance, and generates post-call summaries, helping reduce agent burnout and speed up issue resolution. ### 9. Faster and more efficient quality assessments **Rating:** 4.5/5.0 stars **Reviewed by:** Guadalupe Gilberto X. | Customer service repressentative, Mid-Market (51-1000 emp.) **Reviewed Date:** July 04, 2026 **What do you like best about Observe.AI?** Facilitate quality assessments by processing more content in less time **What do you dislike about Observe.AI?** sometimes it marks errors that are not due to following very random patterns **What problems is Observe.AI solving and how is that benefiting you?** It allows you to document interactions automatically, and this optimizes the evaluation capacity. ### 10. Turns Customer Conversations into Actionable Coaching Insights **Rating:** 5.0/5.0 stars **Reviewed by:** Elizabeth H. | Technical Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2026 **What do you like best about Observe.AI?** Observe.AI stands out because it treats customer conversations as a real data asset—turning insights into coaching and performance improvements teams can act on right away, not just dashboards to look at. **What do you dislike about Observe.AI?** Some features can feel complex at first, and it takes time to fully learn and configure the platform to get the most value out of it. **What problems is Observe.AI solving and how is that benefiting you?** Observe.AI solves the problem of understanding and improving customer conversations at scale. Instead of relying on manual QA or gut feel, it surfaces real insights from every interaction and connects them directly to coaching and quality improvements—helping teams move faster, stay consistent, and improve customer experience without adding manual work. ### 11. Automated Call Grading That Clarifies CSR Performance Trends **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2026 **What do you like best about Observe.AI?** It grades our calls for us instead of manually listening to each call. It gives us a better picture about a CSR performance if a problem is a one-off or is a pattern. **What do you dislike about Observe.AI?** I don't have anything I dislike at this time. **What problems is Observe.AI solving and how is that benefiting you?** Efficiency. Ability to search for specifics. Able to breakdown calls into moments that are trackable. ### 12. Powerful Analytics and Global Reach, But Complex Setup Requires Careful Management **Rating:** 4.5/5.0 stars **Reviewed by:** Ifeoma E. | Operational Supervisor , Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2025 **What do you like best about Observe.AI?** 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 **What do you dislike about Observe.AI?** 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 **What problems is Observe.AI solving and how is that benefiting you?** Observe.AI gives a precise visibility on how we engage and value our customers and it also transcribes all chats and calls for simplicity The evaluation of our interactions is made efficient and professional through a consistent and automated approach We get real time performance metrics and any compliance risks and this includes real time calls analysis and monitoring all compliance standards Observe.AI ensures we improve our calls and the way we handle our interactions through the solid coaching process from the app Our sales aggressively improved where we ensures our insights are positive and effective ### 13. Great Concept, But Reliability Falters on Complex Tasks **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Warehousing | Mid-Market (51-1000 emp.) **Reviewed Date:** July 17, 2026 **What do you like best about Observe.AI?** The concept is great - execution needs work... **What do you dislike about Observe.AI?** Doesn't always work as promoted. Basic task = fine but complex = issues **What problems is Observe.AI solving and how is that benefiting you?** Helps call attention to accuracy ### 14. A Spectacular Time Saving with Observe.AI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User | Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2026 **What do you like best about Observe.AI?** I like how much time Observe.AI saves us. Before, we had to take a sample of the calls to analyze them, but now we can analyze them all together. Also, it was very easy to set up. **What do you dislike about Observe.AI?** everything works well **What problems is Observe.AI solving and how is that benefiting you?** Observe.AI saves us a lot of time in call analysis, as before we analyzed a sample and now we can review them all together in an automated way. ### 15. Easy to use AI tool with practical insights for daily work **Rating:** 4.0/5.0 stars **Reviewed by:** Piyush K. | Software Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** June 12, 2024 **What do you like best about Observe.AI?** One thing I liked recently is how smooth the integration is with other tools. The dashboards are easy to understand, and the insights feel more realistic compared to some other AI tools I have used. It helps save time and reduces manual effort. **What do you dislike about Observe.AI?** Sometimes when asking follow-up or history-based questions, the tool gets confused and doesn’t fully understand the context. Improving long conversation understanding and data analysis would make it better. **What problems is Observe.AI solving and how is that benefiting you?** Manually analyzing calls takes time and resources. Observe.AI automates call transcription, analysis, and insights generation, saving time and allowing agents to focus on customer interactions. ### 16. Observe.AI has been a welcome addition to my business **Rating:** 4.5/5.0 stars **Reviewed by:** Sammy P. | Director of QA, Performance Coaching and Development, Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Observe.AI?** 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. **What do you dislike about Observe.AI?** 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. **What problems is Observe.AI solving and how is that benefiting you?** We recognized early on that successful navigation requires more than just information sharing, it’s about building trust and removing friction. So, we focused on tracking and reinforcing behaviors that support that goal. For example, we were able to train agents to use motivational interviewing techniques and empathetic listening, which significantly improved our conversion rates for appointment scheduling. We used call analytics and post-call outcomes to correlate specific behaviors like asking open-ended questions, confirming understanding, or expressing empathy, with actions taken by the member. This allowed us to coach agents in real-time. ### 17. Building seamless VoiceAI agents has never been easier **Rating:** 5.0/5.0 stars **Reviewed by:** Brittany G. | Senior Product Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 23, 2025 **What do you like best about Observe.AI?** 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. **What do you dislike about Observe.AI?** 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. **What problems is Observe.AI solving and how is that benefiting you?** Observe.AI addresses several challenges in our contact center. First, deflecting high-volume, low-complexity calls. The VoiceAI resolves routine inquiries without requiring a live, human agent, reducing operational costs and improving the member experience. For the member experience, we've used VoiceAI to replace keypad-based IVR with natural language understanding, which means members can now explain their needs in plain language and get faster resolutions. Observe.AI also provides detailed conversation analytics, allowing us to continuously monitor key performance metrics for both our human and our VoiceAI agents. ### 18. Knowledgeable Account Managers and a Flexible Platform Built for Any Business **Rating:** 5.0/5.0 stars **Reviewed by:** Tim W. | Application Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 23, 2026 **What do you like best about Observe.AI?** The account managers are extremely knowledgeable about the product. The platform is a tool that allows any given business to build it out for their specific needs. **What do you dislike about Observe.AI?** You will likely need a dedicated staff member to maintain it and educate other stakeholders on how to use it. **What problems is Observe.AI solving and how is that benefiting you?** Lowering AHT, improving trainings for agents due to data being visible now. Training opportunities with proof attached thanks to the Coaching section of the product. ### 19. Lying, deception, and a crappy product **Rating:** 0.0/5.0 stars **Reviewed by:** James G. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2025 **What do you like best about Observe.AI?** It's a good name, good marketing, and effective salespeople. **What do you dislike about Observe.AI?** 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. **What problems is Observe.AI solving and how is that benefiting you?** It has only created problems and headache. We have seen no benefits. **Official Response from Sharni Medina:** > Hi James, We’re truly sorry to hear about your experience. I’d greatly value the opportunity to connect directly to better understand what happened and see how we can help mitigate your negative experience. If you’d be open, please reach out to me so we can set up a time that works best for you. —Sharni Medina, on behalf of Observe.AI ### 20. Cutting edge technology has hit some roadbumps **Rating:** 3.0/5.0 stars **Reviewed by:** Sofia C. | Project Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2024 **What do you like best about Observe.AI?** 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. **What do you dislike about Observe.AI?** 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. **What problems is Observe.AI solving and how is that benefiting you?** Sales skills in our tenured and new hire agents were very difficult to manage. We would spend so much time revamping scripts but supervisors couldn't see the impact until months later, if at all due to lack of oversight. We can now role things out in a matter of days and measure performance. Our agent's rebuttal skills have dramatically improved due to supervisor accountabilyt in using the tool on an hourly basis to extract every little bit out of RPCs. ### 21. OAI BEST Intelligence. Best tool to Pin point your areas of Improvement **Rating:** 5.0/5.0 stars **Reviewed by:** Asim R. | Manager Customer Support , Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2023 **What do you like best about Observe.AI?** 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 !! **What do you dislike about Observe.AI?** OAi is yet to recognize spanish. We do have a major number of spanish customers. **What problems is Observe.AI solving and how is that benefiting you?** Data Analysis is made easier by OAI. I use it to resolve the performance issues for my agents while they are selling loans. Monitoring their calls and listening for sales pitches and tactics ### 22. Observe AI is helpful with call reviews **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** April 21, 2022 **What do you like best about Observe.AI?** 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. **What do you dislike about Observe.AI?** Other than the text issue when reading the conversations, I cant think of anything else that needs improving. **Recommendations to others considering Observe.AI:** Its very user friendly and increases productivity time. **What problems is Observe.AI solving and how is that benefiting you?** I love how everything is displayed on one screen. We had to pull up separate screens for every aspect of scoring the call, so it made the task tedious. It has increased productivity cause you arent looking for several screens to complete one task cause its all there on one screen. ### 23. My Obseve AI Experience **Rating:** 4.5/5.0 stars **Reviewed by:** Jose Cyprus O. | Manager, Analytics and Quality Standards, Real Estate, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2022 **What do you like best about Observe.AI?** The ability to transcribe conversations reduces the amount of workload an evaluator does in completing an assessment as keywords that can serve as interaction indicators can easily be searched rather than listening to the full length of the call. The Reporting Dashboard view also allows a myriad of reporting options depending on the client needs. **What do you dislike about Observe.AI?** Building up Moments can be time-consuming but OAI has sufficient resource guides and persons that can provide insight and assistance to make this seamless and seemingly easy. **Recommendations to others considering Observe.AI:** I am not sure if there are any other competitors out there that offer the same or even similar services, but OAI should be the go-to for any business that has a voice-communicating customer base. **What problems is Observe.AI solving and how is that benefiting you?** OAI allows us to have an immediate view through key Moments if the business is heading in the right direction - allowing our Operations support to immediately address issues once they appear. ### 24. Observe Helpdesk Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 09, 2022 **What do you like best about Observe.AI?** One of the primary points of use for us is the ability to review calls and also read transcripts. The scoring functionality available for your QC\QA team is also beneficial, and the auto-suggested ratings is a very solid feature. **What do you dislike about Observe.AI?** Transcription response rates could also be faster. **Recommendations to others considering Observe.AI:** If you're seeking a quality employee enhancement suite, as well as tools that allow you to search specific instances of occurrences via phone or chat, this is it. **What problems is Observe.AI solving and how is that benefiting you?** We've had significant benefits gained from the ability of agents to both listen to and read their calls, as well as the Leaderboard feature. ### 25. Valuable tool with a room for enhancement **Rating:** 3.5/5.0 stars **Reviewed by:** Rubelyn A. | Quality Supervisor for Speech Analytics, Enterprise (> 1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Observe.AI?** What I really like about Observe.AI is how easy it is to use. The plaform gives us deep insights into customer interactions without being overwhelming. The automatic call scoring and actionable feedback have been game changers for team the we support. I also appreaciate how customizable the analytics are, allowing the team to focus on the metrics that matter the most to their business. And whenever we've needed help, their tech support has been fantastic- super quick to respond and always ready to assist. Overall, its just make the job smoother and effective. **What do you dislike about Observe.AI?** Observe.AI has a lot of great features, there are few areas that could use improvement. The language support is somewhat limited, which can be a challenge when dealing with a diverse customer base. Additionally, the platforms interface, while functional, feels a bit plain and could benefit from more polished and visually appealing design. Another thing that stands out is the reporing features - they're useful but could be more robust and visually engaging. Lastly not all all features like Time in Motion for evaluations are fully integrated yet, which limits our ability to analyze performance in depth. Addressing these areas would make the platform even more powerful. **What problems is Observe.AI solving and how is that benefiting you?** Observe.AI helps address the challenge of managing and improving customer interactions efficiently. This solves the problem of manually reviewing and evaluating large volums of calls, chats and email, which is time consuming and prone to human error. By automating the call scoring and providing insights, Observe.AI helps identify key trends, coach agents and ensure consistent quality in customer service. ### 26. highly beneficial in analyzing impacting behaviors **Rating:** 5.0/5.0 stars **Reviewed by:** Riz T. | Sr Supervisor Quality , Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Observe.AI?** Utilizing OAI as part of has proven to be highly beneficial in identifying and analyzing particular behaviors that have an impact on AHT and CSAT metrics.The Reports tab gives us a summary of the quarterly, monthly, and daily trends. It also makes it simple for us to drill down and identify the specific behavior that needs to be addressed in order to create an improvement plan.It's also fantastic that admin users can create their own moments to suit our clients' shifting priorities. **What do you dislike about Observe.AI?** no downsides encountered so far. Nonetheless, we frequently collaborate with Denyse, our vendor partner, to suggest any features. **What problems is Observe.AI solving and how is that benefiting you?** It aids in the automation of qualifying forms. We were able to expand the audit count from the conventional evaluation of two audits per advisor, giving us a larger sample range to determine what the advisor actually needs to be coached on and to provide them more focused feedback and an action plan. ### 27. Observe Ai makes our task easier **Rating:** 5.0/5.0 stars **Reviewed by:** XT O. | Quality Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Observe.AI?** Observe Ai is helpful to us because it transcribes our calls into 100%. It has a visible dashboard wherein you can see at a glance the moments and it's percentage capture. We can rank the agents according to performance. it makes it easier to look for the moments or keywords most used by the agents or customer and it will give you a result in a matter of seconds. It also has transcripts and recordings so you can check the calls and avoid errors when evaluating. you can do an evaluation in observe AI. It can also auto redact the sensitive information from the calls. it also has a coaching and reporting tab which helps create analysis reports. **What do you dislike about Observe.AI?** The observe Ai does not have a delete option. it only has archived moments. You cannot also see the logs or the activity done in the tool, so you can trace who edited or who has made a change in the tool. The reporting tab has no moment-to-moment correlation. **What problems is Observe.AI solving and how is that benefiting you?** Since Observe AI transcribes 100% of the call, we are now able to pull up the interaction in a matter of seconds. It gives us the ability to create analysis using the metadata. Through moments we can view parts of the call without needing to listen to the entire call. As a whole, it makes our work easier. ### 28. Extremely helpful and satisfied with OAI **Rating:** 5.0/5.0 stars **Reviewed by:** Gerald B. | Quality Supervisor / OAI Deployer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Observe.AI?** I like the Coaching AI or AI COncierge part where you need to input what would you like to see on the call with the agent. It's eye opener and very helpful especially for team leaders so wanted to develop his/her agent real quick. By just checking the previous call if the rep demonstrated a certain behavior or what not then you can be able to provide feedback on what to improve and what to continue doing moving forward. Furthermore, i also like the Analyze tab where you just need to search for a phrase or word and you can see the list of calls. It's really a life-saver **What do you dislike about Observe.AI?** It's not that i dislike but we can also consider like adding a summary or case notes on our reporting dashboard so that it will be easier for the operations especially during business review. **What problems is Observe.AI solving and how is that benefiting you?** Observe.AI is addressing challenges related to automating and improving the quality of customer service interactions. By leveraging advanced AI technology, it enhances agent performance through real-time feedback, identifies trends and issues in customer interactions, and provides actionable insights for better decision-making. This leads to increased efficiency, higher customer satisfaction, and more effective training for agents. ### 29. Observe.ai review- great AI call experience **Rating:** 5.0/5.0 stars **Reviewed by:** RUBAN R. | Quality Control Inspector, Enterprise (> 1000 emp.) **Reviewed Date:** March 06, 2025 **What do you like best about Observe.AI?** Amazing transcription quality which means the tool has great speech analytics and also ai insights improved our call performance, QA helped to improve our customer interactions. **What do you dislike about Observe.AI?** I am still learning , sometimes there is a miss in transcription. **What problems is Observe.AI solving and how is that benefiting you?** Operations immediately address our concerns, Plus they have great QA team to assist us. I would highly recommend this tool! ### 30. They were working on contact center AI before it was a thing **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Observe.AI?** Intuitive UX for the most part. Low code knowledge needed to operate. It's easy to navigate and teach back to the users. Once the instance is set up it is easy to deploy and onboard to users. **What do you dislike about Observe.AI?** UI is dated, handling multiple accounts and even multiple actions is not the best experience. There still isn't a good account switcher when handling multiple instances, batch import and export of moments and keywords are not yet supports. Form builder is not as robust for decision tree options In-app reporting is still limited in it's functionality of being unable to do moment on moment computations. **What problems is Observe.AI solving and how is that benefiting you?** Scalability and Automations. The ability to cover 100% of the interactions ensures that there is a larger coverage of all the insights found on the account. Being able to automate repeatable workflows also means that even where automations are not 100%, there is still a reduction in effort. The in app reporting also useful for high level views of the moments and analytics. ### 31. How Observe AI helped our Quality Evaluations efficiency **Rating:** 5.0/5.0 stars **Reviewed by:** Desiree C. | Manager I, Quality, Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Observe.AI?** What I like best with OAI is the collboration that we have been getting with Denysse and her team. The support does not after the deployment. We have been connecting bi-weekly to talk about updates and they onboard ua on new features and in return, we provide them feature requests and feedback. **What do you dislike about Observe.AI?** We want to see a more comprehensive Usage report where we see exactly which tab the user accessed. **What problems is Observe.AI solving and how is that benefiting you?** Understanding low hanging fruit and for us to quickly act on them. Prevent fraud from happening. Reinforce Good behavior. ### 32. Treasure Trove of Information **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2024 **What do you like best about Observe.AI?** The ability to create unique moments to help identify trends and provide individualized coaching. Our partners at OAI are always happy to speak with us and answer any questions we might have in a prompt manner **What do you dislike about Observe.AI?** We understand that OAI is fairly new but I have a laundry list of feature requests I'd like to see implemented in the system to help some moments be more accurate. I know that OAI is a learning machine that will adapt over time but it's unfortunate to have to play the waiting game regarding some features that I think would be helpful to include. **What problems is Observe.AI solving and how is that benefiting you?** It's helping me identify trends that I can then pinpoint and use as feedback to help agents improve their customer service. ### 33. Observe AI Survey: Good software, marvelous client management **Rating:** 5.0/5.0 stars **Reviewed by:** Jon Reynel T. | Sr. Manager, Speech Analytics, Enterprise (> 1000 emp.) **Reviewed Date:** June 28, 2024 **What do you like best about Observe.AI?** Observe really invest on quality client management resources, they have frequent facetime with their clients like me, they soak in so many suggestions and feedback and they help their clients in many things from the formative stage up until maintenance and regular check-ins. **What do you dislike about Observe.AI?** Please extend your business into telephonies too **What problems is Observe.AI solving and how is that benefiting you?** It has solved so many projects and I wouldn't be able to finish this survey if I go one by one. Mostly it helped the contact center operate better not only in terms of quality but also in terms of strategy. We're able to scale our evaluations thus creating more accurate insights where the business base its decision from. ### 34. highly effective AI assistance tool **Rating:** 4.0/5.0 stars **Reviewed by:** roland alexander d. | Senior Quality Evaulator, Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Observe.AI?** Creating data analysis with the help of the AI helps our work as a Quality Analysis more accurate. One of the best innovation so far. **What do you dislike about Observe.AI?** Observe.AI are depended from other tools when it comes to collating call datas which is sometimes not complete real time. **What problems is Observe.AI solving and how is that benefiting you?** gathering data with the help of the tool much easier than doing it manually. ### 35. User Friendly Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Observe.AI?** I like Observe AI because it helps our team in monitoring the improvement of the program especially the reporting tab, we can easily track the daily status of each KPIs and call drivers. I like the tool because I can easily contact their customer support, and they always had a swift response on my inquiries or request. **What do you dislike about Observe.AI?** It's not that I dislike the tool but I hope there will be view where we can easily check the current issues of the program without creating a moment. **What problems is Observe.AI solving and how is that benefiting you?** Automating repetitive tasks that are time-consuming and error-prone for humans ### 36. Efficient and Effective work by using Observe.AI **Rating:** 5.0/5.0 stars **Reviewed by:** Kimberly Mae Q. | Senior Quality Evaluator, Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Observe.AI?** We were able to monitor much deeper the calls that we've audited. It is easy to use, easy to implement, also the customer support went higher, we use it now more often, it is easy to integrate and the features are easy to navigate. **What do you dislike about Observe.AI?** None. Since we are just starting to use the tool, we are still in the process of getting the know it. **What problems is Observe.AI solving and how is that benefiting you?** Th Observe.AI greatly helped the business to become efficient by having the deeper analyzations on the reports, calls that we review and for the mastery. ### 37. It's a good tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Apple Joy S. | PRT, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2024 **What do you like best about Observe.AI?** The efficiency of the tool is what I liek best **What do you dislike about Observe.AI?** Some areas are not accurate for the user. **What problems is Observe.AI solving and how is that benefiting you?** Sometimes it does not generate accurate results base on the interaction of the caller and agent. ### 38. Accuracy is the best policy. **Rating:** 4.0/5.0 stars **Reviewed by:** JC E. | Senior Quality Evaluator, Small-Business (50 or fewer emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Observe.AI?** It's getting all the highlighted words needed for the audit. It helps to see the coaching and markdowns immidiately. **What do you dislike about Observe.AI?** Verint interface is much better than OAI. Some of the information are there. Verint recording is much clearer than OAI. There is a delay of calls 6 to 24 hours compared to verint that the call recording is accurate real time. **What problems is Observe.AI solving and how is that benefiting you?** Some of the features of verint is not showing in OAI. There's a delay of calls compared to verint that calls are real time. ### 39. CA Review **Rating:** 5.0/5.0 stars **Reviewed by:** Mark C. | SQE, Mid-Market (51-1000 emp.) **Reviewed Date:** October 09, 2024 **What do you like best about Observe.AI?** Works efficiently, captures thought and reliable. **What do you dislike about Observe.AI?** Some of the statement/words are inaccurate. **What problems is Observe.AI solving and how is that benefiting you?** Grammar wise and posible verbatim of the conversation. ### 40. Easy insights, always evolving! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** August 14, 2024 **What do you like best about Observe.AI?** This is the perfect combination of "google" for your conversations, monthly trends and automated scoring. Evaluation, coaching and calibration tool. Total package for all stakeholders. Product is always evolving! **What do you dislike about Observe.AI?** Some keywords and customizations can be tough to get dialed in. (keywords that are business specific like products, phrases, etc.) Initial transcription intelligence and setup is better with experience and takes time- though worth it! Reporting fetaure ahs a learning curve, though is very robust. **What problems is Observe.AI solving and how is that benefiting you?** contact driver intelligence, improving efficieny metrics (duration, hold count and percentage) ### 41. Observe.ai makes things easier and more effective with the insights that it can provide. **Rating:** 5.0/5.0 stars **Reviewed by:** Caroline B. | Senior Quality Auditor, Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Observe.AI?** What I like best with Observe.ai is that it's easy to understand and use. **What do you dislike about Observe.AI?** What I don't like is that sometimes it lags when analyzing big data. **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. ### 42. Observe AI is a game changer tool **Rating:** 4.5/5.0 stars **Reviewed by:** Maylyn M. | Speech Analytics Sr. Supervisor, Enterprise (> 1000 emp.) **Reviewed Date:** August 20, 2024 **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. **What do you dislike about Observe.AI?** Limitations when it comes to creating dashboard **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. ### 43. Observe AI is a good tool to use and a great help to listen and evaluate calls. **Rating:** 5.0/5.0 stars **Reviewed by:** Lalaine V. | Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2024 **What do you like best about Observe.AI?** Ease of use,Frequency of use and there are multiple features **What do you dislike about Observe.AI?** No available screen recording on the tool **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 ### 44. Easy and most convenient **Rating:** 5.0/5.0 stars **Reviewed by:** Saralee D. | Sr. Quality Evaluator, Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Observe.AI?** Easily to track the audits and provides suggested summary/information. **What do you dislike about Observe.AI?** Sometime, the verbatim in the calls is not accurate. **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. ### 45. OAI usage **Rating:** 5.0/5.0 stars **Reviewed by:** Charisse Kristine M. | Program Ready Trainer, Enterprise (> 1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Observe.AI?** The verbatim are visible and we can snip it for audits that needs such document attachements **What do you dislike about Observe.AI?** some inaccurate words that don't match what mentioned by the caller **What problems is Observe.AI solving and how is that benefiting you?** Detection of profane words ### 46. Great Product, Limited Reporting. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2024 **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. **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. **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. ### 47. I like it compared to the other tool that I've used before **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Observe.AI?** The reporting and analyzed tab of the tool is outstanding. **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. **What problems is Observe.AI solving and how is that benefiting you?** QA automation and insight gathering for KPI. ### 48. Next level analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about Observe.AI?** Analysis dashboard, Moments, QA form Automation, knowledge AI, RTAA and coaching AI **What do you dislike about Observe.AI?** Not being able to modify existing form/s, not customizable interface **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 ### 49. Observe.AI an Intelligent way to evaluate your agents. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 16, 2024 **What do you like best about Observe.AI?** it covers 100% of your interactions and you can get an insight as soon as possible. **What do you dislike about Observe.AI?** OAI has no screen recording and it's not free. **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. ### 50. Everything is easy to navigate. **Rating:** 5.0/5.0 stars **Reviewed by:** Jamaica S. | Senior Quality Evaluator, Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Observe.AI?** It can provide the summary of a long call. **What do you dislike about Observe.AI?** There are some transcripts that are not spelled correctly. **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. ## Observe.AI Discussions - [What is the best way to use this tool to have more accurate and quality results in a short matter of time ?](https://www.g2.com/discussions/what-is-the-best-way-to-use-this-tool-to-have-more-accurate-and-quality-results-in-a-short-matter-of-time) - 2 comments, 1 upvote - [Can I use this tool in promoting quality work to other people in our community?](https://www.g2.com/discussions/can-i-use-this-tool-in-promoting-quality-work-to-other-people-in-our-community) - 2 comments, 1 upvote - [Is there any other way to retrieve of find the date of the call back?](https://www.g2.com/discussions/is-there-any-other-way-to-retrieve-of-find-the-date-of-the-call-back) - 1 comment, 1 upvote - [What is the best way to maximize the speed limit (3x) of the tool especially in evaluating calls?](https://www.g2.com/discussions/what-is-the-best-way-to-maximize-the-speed-limit-3x-of-the-tool-especially-in-evaluating-calls) - 1 comment, 1 upvote - [How would I navigate Observe.AI as a first time user?](https://www.g2.com/discussions/how-would-i-navigate-observe-ai-as-a-first-time-user) - 1 comment, 1 upvote - [View Observe.AI pricing details and edition comparison](https://www.g2.com/products/observe-ai/reviews?source=search§ion=pricing&secure%5Bexpires_at%5D=2026-07-23+11%3A49%3A21+-0500&secure%5Bsession_id%5D=a1e9087d-fe56-44bf-9820-9dcd95013e81&secure%5Btoken%5D=e53aff52562dbac45eef7ffb1a86b57dedb996066297e0768de1abc43b07abd4&format=llm_user) ## Observe.AI Integrations - [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [Asana](https://www.g2.com/products/asana/reviews) - [AWS Amplify](https://www.g2.com/products/aws-amplify/reviews) - [BambooHR](https://www.g2.com/products/bamboohr/reviews) - [Box](https://www.g2.com/products/box/reviews) - [ChatGPT](https://www.g2.com/products/chatgpt/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - [DM Valid](https://www.g2.com/products/dm-valid/reviews) - [Dropbox](https://www.g2.com/products/dropbox/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [Genesys](https://www.g2.com/products/vitech-corporation-genesys/reviews) - [HubSpot CRM Integration for Jira](https://www.g2.com/products/hubspot-crm-integration-for-jira/reviews) - [interCOMM](https://www.g2.com/products/intercomm/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Marketo-Based Systems for Growth-Driven Marketing & Sales Teams](https://www.g2.com/products/marketo-based-systems-for-growth-driven-marketing-sales-teams/reviews) - [Microsoft SharePoint](https://www.g2.com/products/microsoft-sharepoint/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) - [Salesforce CRM Connector](https://www.g2.com/products/salesforce-crm-connector/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - [Vonage Contact Center (formerly NewVoiceMedia)](https://www.g2.com/products/vonage-contact-center-formerly-newvoicemedia/reviews) - [WhatsApp API](https://www.g2.com/products/crunchzapp-whatsapp-api/reviews) - [Workday Platform](https://www.g2.com/products/workday-platform/reviews) - [Zendesk and Salesforce Knowledge Connector](https://www.g2.com/products/zendesk-and-salesforce-knowledge-connector/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - [Zendesk Sell](https://www.g2.com/products/zendesk-sell/reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) - [Zoom Contact Center](https://www.g2.com/products/zoom-contact-center/reviews) ## Observe.AI Features **Call Analytics** - Call Recording - Machine Learning - Call Analysis - Lead Qualification **Quality Assurance** - Evaluation - Calibration - Reports **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Testing - Contact Center AI Observability** - Live Interaction Analysis - AI Behavior Validation - AI Conversation Simulation **Artificial Intelligence - Conversation Intelligence** - Customer Scoring - Speech-to-Text - Sentiment Analysis **Engagement** - Feedback - Dashboards - Training **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Analytics - Contact Center AI Observability** - Intent Tracking - Automated Root Cause Analysis - AI Performance Analytics **Performance** - Integrations - Compliance **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Infrastructure - Contact Center AI Observability** - Channel Fidelity Monitoring **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Conversation Intelligence** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Observe.AI Alternatives - [Level AI](https://www.g2.com/products/level-ai/reviews) - 4.6/5.0 (211 reviews) - [Balto](https://www.g2.com/products/balto/reviews) - 4.8/5.0 (578 reviews) - [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews) - 4.5/5.0 (221 reviews)