---
title: Observe.AI Reviews
meta_title: 'Observe.AI Reviews 2026: Details, Pricing, & Features | G2'
meta_description: Filter 268 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: 268
scale: '5'
date_modified: '2026-09-21'
parent_category:
name: AI Agents
url: https://www.g2.com/categories/ai-agents
---
# Observe.AI Reviews
**Vendor:** Observe.AI
**Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)
**Average Rating:** 4.6/5.0
**Total Reviews:** 268
**AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality.
## About Observe.AI
Observe.AI is an advanced AI Agents platform specifically designed to enhance customer experience (CX) by enabling organizations to provide faster, smarter, and more efficient customer service at scale. This innovative solution allows businesses to deploy specialized AI agents that autonomously manage tasks throughout the entire customer experience lifecycle. From engaging in customer conversations to supporting frontline teams and optimizing operational workflows, Observe.AI streamlines processes to meet the demands of modern customer service. Targeted at businesses seeking to improve their customer interactions, Observe.AI is particularly beneficial for organizations that handle high volumes of customer inquiries and require consistent, high-quality service. The platform is suitable for various industries, including e-commerce, healthcare, and technology, where customer satisfaction is paramount. By leveraging AI agents, companies can ensure that their customer service operations are not only efficient but also capable of adapting to the dynamic needs of their clientele. Each AI agent within the Observe.AI platform is purpose-built for specific roles, equipped with the ability to understand context, make informed decisions, and take appropriate actions. This functionality allows organizations to enhance resolution speeds and elevate service quality while simultaneously reducing operational costs. By automating routine tasks, Observe.AI empowers frontline teams to concentrate on higher-value work, fostering a more productive and engaged workforce. The platform's CX-native foundation ensures seamless integration with existing systems and processes, making it easier for businesses to implement and scale their customer service operations. Observe.AI has successfully collaborated with global brands such as DoorDash, Transcarent, Affordable Care, Signify Health, and Verida, demonstrating its capability to improve customer satisfaction and boost productivity across diverse sectors. By delivering consistent and scalable performance in every customer interaction, Observe.AI stands out as a comprehensive solution for organizations looking to elevate their customer experience strategy. In summary, Observe.AI offers a robust framework for organizations aiming to enhance their customer service capabilities through the deployment of intelligent AI agents. By focusing on specialized roles and continuous improvement, the platform not only optimizes operational efficiency but also drives better outcomes for both customers and businesses alike.
## Observe.AI Pros & Cons
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
**What users like:**
- Users appreciate the **ease of use** of Observe.AI, making their jobs smoother and more effective in reporting. (26 reviews)
- Users value the **efficiency** of Observe.AI, enhancing agent performance through actionable insights and consistent evaluations. (20 reviews)
- Users find Observe.AI **extremely helpful** for call analysis, coaching, and efficient team collaboration and support. (19 reviews)
- Users love the **advanced AI intelligence** of Observe.AI, enhancing coaching, analytics, and overall agent performance effortlessly. (16 reviews)
- Users find the **coaching feature** of Observe.AI invaluable for enhancing agent performance and streamlining feedback sessions. (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 face significant **accuracy issues** with Observe.AI, including unreliable detection and missed moments during interactions. (16 reviews)
- Users highlight the **inaccuracy** of Observe.AI, citing issues with detection, implementation, and overall product reliability. (15 reviews)
- Users report **inaccurate data analysis** that leads to false positives and dissatisfaction with customer interaction handling. (12 reviews)
- Users experience frequent **call issues** with Observe.AI, leading to frustration and a lack of trust in the service. (7 reviews)
- Users express frustration over **missing features** in Observe.AI, noting limitations in language support and reporting capabilities. (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. Efficient Automation with Room for Enhanced Customization
**Rating:** 4.5/5.0 stars
**Reviewed by:** Harshvardhan Singh R. | Full-stack Developer, Mid-Market (51-1000 emp.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** September 19, 2026
**What do you like best about Observe.AI?**
I like Observe.AI's ability to analyze customer conversations and provide insights that improve support quality and team performance. The automation, analytics, and easy-to-understand reporting make it simple to identify patterns and issues, which helps in improving customer support quality. These features reduce the time spent on manual reviews and quickly surface useful insights. The initial setup was straightforward with a smooth onboarding process, and it integrates well with our existing workflows.
**What do you dislike about Observe.AI?**
One area that could be improved is the user interface, especially for finding specific insights and navigating large amounts of conversation data. Some reports and analytics could also be more customizable, and better integration options with other development and business tools would make the platform even more useful. I would like to see more flexibility in customizing dashboard reports and analytics based on specific team requirements. Better API support for easier setup with third-party tools, more ready-made connectors, and improved documentation and configuration options would make integrations easier to manage.
**What problems is Observe.AI solving and how is that benefiting you?**
Observe.AI automates conversation analysis, reduces manual review time, highlights trends, and improves support quality and team performance. It integrates well with existing systems and enhances workflows through actionable insights.
### 2. Effortless Monitoring with Accurate Insights
**Rating:** 5.0/5.0 stars
**Reviewed by:** Abhishek Ranjan S. | Associate, Mid-Market (51-1000 emp.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 28, 2026
At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.
**What do you like best about Observe.AI?**
I like how Observe.AI provides AI-powered insights that make it easier to monitor and analyze customer interactions, evaluate agent performance, and identify areas for improvement. It helps me reduce the time needed for manual reviews and makes it easier to understand customer feedback. The user-friendly interface is a big plus, allowing for quick access to conversation data and identification of key trends. The accurate insights and ease of use in quality monitoring and coaching make the process more efficient. The initial setup was straightforward with an intuitive interface, and I appreciate the improved automation and actionable insights that help in performance tracking. Overall, I’m impressed with how Observe.AI brings together conversation insights with our existing workflow, enhancing efficiency and making performance monitoring more effective.
**What do you dislike about Observe.AI?**
I find that the accuracy of AI-generated insights in some complex conversations could be improved. I would also like to see more customization options for reports and dashboards, along with faster navigation when reviewing a large number of interactions.
**What problems is Observe.AI solving and how is that benefiting you?**
I use Observe.AI to monitor and analyze customer interactions, evaluate agent performance, and improve service quality. It reduces manual review time, identifies performance gaps, and helps track trends efficiently while enhancing ease of use and delivering accurate insights.
### 3. Streamlines Customer Service Calls with a Reliable Voice AI Agent
**Rating:** 5.0/5.0 stars
**Reviewed by:** Javier C. | Full Stack developer, Education Management, Mid-Market (51-1000 emp.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.
**Reviewed Date:** August 15, 2026
**What do you like best about Observe.AI?**
It nice to have it as support for the people who work in customer service. It helps a lot to handle the calls and get notes faster of the problems. The interface works more easily, and the voice AI agent works well for predictable interactions with customers.
**What do you dislike about Observe.AI?**
Well, the data analysis needs to be improved. Another improvement is that when the chatbot detects the client's request, it needs to be carefully reviewed because it can make errors in scheduling or in identifying potential and important problems.
**What problems is Observe.AI solving and how is that benefiting you?**
It take notes and the work make it easier the AI analytics for simple problems can be solve with the chatbot and this means that it not necessary to talk with a customer service person also companues as doordash use it and works best with large companies too, the intereaction become complicated and the chatbot can handle improving each time so this AI helps alot when it a request or a problem.
### 4. Observe.AI Delivers Actionable Insights with Automated QA and Agent Coaching
**Rating:** 4.5/5.0 stars
**Reviewed by:** Subhashree S. | Developer, Computer Software, Enterprise (> 1000 emp.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.
**Reviewed Date:** August 20, 2026
**What do you like best about Observe.AI?**
I like that Observe.AI turns customer conversations into actionable insights instead of just recording or transcribing calls. The automated QA, clear analytics, and agent coaching help identify performance gaps and improve customer interactions without relying so heavily on manual call reviews
**What do you dislike about Observe.AI?**
The main thing I dislike is that some of the AI analysis can still be inconsistent. Transcription, sentiment detection, and identifying specific moments in conversations aren't always accurate, so the results sometimes need manual verification. The initial setup and configuration can also feel a bit complex.
**What problems is Observe.AI solving and how is that benefiting you?**
Observe.AI helps solve the problem of manually reviewing and evaluating customer interactions at scale. It gives us better visibility into conversations, automates quality checks, and highlights areas where agents need coaching or process improvement. This saves time on manual QA and makes feedback more data-driven, while ultimately helping improve consistency and customer experience
### 5. Practical Insights Enhance Customer Interaction
**Rating:** 4.0/5.0 stars
**Reviewed by:** Irfaana H. | Product and Member Support, Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** September 15, 2026
**What do you like best about Observe.AI?**
I really appreciate how much easier Observe.AI makes it to understand what's actually happening in customer conversations without having to review everything manually. The insights provided are genuinely practical, not just more data to sift through. I find the conversation analysis, automated quality assurance, search, and reporting tools particularly valuable. The ability to quickly search across interactions and narrow them down by specific topics or behaviors is super helpful when I'm trying to investigate an issue. Also, the initial setup of Observe.AI was very simple, which I found convenient.
**What do you dislike about Observe.AI?**
Observe.AI has a lot of functionality, which is useful. But it can take some time to understand where everything sits and how to get the most value from the different tools. I've also found that AI-generated insights aren't always perfect, especially when a conversation has a lot of context, industry-specific terminology, or an unusual customer query. In those cases, I still prefer to review the interaction myself before making any decisions based on the results. I notice it most with conversations that are more complex or don't follow a straightforward support flow. For example, when a customer starts with one issue and then mentions several related problems, changing the direction of the conversation as more information comes up, the AI can sometimes focus on one part of the interaction and miss some of the wider context.
**What problems is Observe.AI solving and how is that benefiting you?**
I use Observe.AI to quickly analyze customer interactions, spot recurring issues, and gather insights to improve support processes, saving me the manual effort of reviewing large volumes of conversations.
### 6. Observe.AI Delivers Fast, User-Friendly Call Insights for Better Coaching
**Rating:** 5.0/5.0 stars
**Reviewed by:** Samay S. | Statistical Programmer, Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** September 01, 2026
**What do you like best about Observe.AI?**
What I like most about Observe.AI is how it can automatically analyze calls and surface key insights that would otherwise take a lot of time to dig up manually. The platform feels user-friendly and accurate, and it genuinely helps improve customer service quality by enabling better coaching and clearer performance tracking. The value is excellent compared to the cost. The automation, call insights, and quality monitoring features save a significant amount of time and help improve team performance, making the investment worthwhile.
**What do you dislike about Observe.AI?**
Overall, Observe.AI is very useful, but I’ve noticed that transcription accuracy can sometimes be inconsistent, especially on complex calls or when the recording quality is poor. Some of the more advanced features also come with a learning curve. In addition, I’d like to see more customization options for reporting and dashboards so they can better match different needs.
**What problems is Observe.AI solving and how is that benefiting you?**
Observe.AI helps automate call reviews and quality monitoring, which saves time and delivers actionable insights. As a result, it’s easier to improve agent performance, enhance the customer experience, and make more data-driven decisions based on what’s happening in real calls.
### 7. Observe.AI: Streamlined, Insightful, and Reliable
**Rating:** 5.0/5.0 stars
**Reviewed by:** srishti g. | Talent Acquistion specialist, Mid-Market (51-1000 emp.)
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 25, 2026
**What do you like best about Observe.AI?**
I really appreciate how Observe.AI helps our staffing team track, review, and improve phone calls with ease and reliability. The platform integrates smoothly with our existing tools and has an intuitive interface. Its AI provides useful insights for coaching and quality checks. I'm especially impressed with its smart conversation insights that catch trends, quality issues, and coaching moments, which save us a ton of time by eliminating the need to listen to calls manually. The AI insights make it easy to see patterns across our calls and instantly show us where agents need help or coaching, allowing us to focus only on the calls that matter most. This saves time and helps us make faster, better decisions. The initial setup was easy, smooth, and straightforward.
**What do you dislike about Observe.AI?**
Observe.AI works well overall, but one area could be improved which is reporting and dashboards. It could be a bit easier to customize. Some insights can also take a little time to fine-tune for our specific workflow. Having more flexibility to change things around would make the platform even better for our team.
**What problems is Observe.AI solving and how is that benefiting you?**
Observe.AI tracks and improves calls, integrates with our tools, and offers AI insights for coaching and quality checks. It reduces manual monitoring, boosts efficiency, and helps us make faster decisions by highlighting key calls.
### 8. Automate the evaluation, Seduced by its Efficiency
**Rating:** 5.0/5.0 stars
**Reviewed by:** Geraud S. | Senior Project Coordinator - EDIP Guinea, Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**AI Translated:** This review has been translated from French using AI.
**Reviewed Date:** August 12, 2026
**What do you like best about Observe.AI?**
I love the automatic analysis of 100% of conversations, which allows us to have a comprehensive and accurate view of our interactions without relying on small manual samples. The 100% analysis eliminates the blind spots of manual evaluations based on simple samples. This allows us to coach our agents based on real and objective trends, while immediately identifying customer alerts or dissatisfaction across the entire volume of calls. The initial setup was rather smooth. The integration with our existing system was done without major hitches, and the support from the Observe.AI team greatly facilitated the configuration of the initial models.
**What do you dislike about Observe.AI?**
I have noticed that the accuracy of transcription and sentiment detection sometimes lacks finesse during calls with background noise, a strong accent, or very specific jargon. Some setup time is necessary to refine the keywords and avoid false positives.
**What problems is Observe.AI solving and how is that benefiting you?**
We use Observe.AI to automate the analysis of 100% of our calls, which solves the problem of limited manual evaluations. This saves us time, gives us a clear view of our interactions, and allows us to coach our agents with objective trends.
### 9. Does Observe.AI Live Up to the Hype? An Honest Review
**Rating:** 2.5/5.0 stars
**Reviewed by:** Prajwal N. | Senior Executive Administration, Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 13, 2026
**What do you like best about Observe.AI?**
The implementation was more involved than I expected. Getting it properly integrated with our legacy phone system took longer than promised, and the onboarding assumed more technical sophistication on our side than we had. If you've got a smaller IT team, budget extra time.
**What do you dislike about Observe.AI?**
Implementation Complexity: The search results and product positioning suggest it's not a simple plug-and-play solution. Integration with legacy systems can be time-consuming, which means smaller teams or those with limited technical resources may struggle.
**What problems is Observe.AI solving and how is that benefiting you?**
Observe.AI solves the problem of inefficient contact center operations by automating quality assurance across all customer calls, providing real-time coaching to agents, and deploying AI to handle routine interactions—allowing businesses to reduce labor costs, improve customer satisfaction, scale faster, and ensure compliance without sacrificing service quality. For organizations using it, this translates to shorter resolution times, fewer repeat calls, happier customers, and the ability to grow without proportionally increasing headcount.
### 10. Easy Call Reviews and Coaching Insights Without Being Technical
**Rating:** 4.0/5.0 stars
**Reviewed by:** Akshay R. | Senior Software Engineer, Small-Business (50 or fewer emp.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 25, 2026
**What do you like best about Observe.AI?**
It's actually easy to use. You don't need to be technical to jump in and start reviewing calls, spotting patterns in agent performance, or figuring out where someone needs coaching. Value for time and money
**What do you dislike about Observe.AI?**
New users often find it takes a while to get comfortable with the platform, and the onboarding could use more hands-on walkthroughs instead of just documentation.
**What problems is Observe.AI solving and how is that benefiting you?**
Before this, we could only spot-check a handful of calls and hope they were representative — now every single call gets reviewed automatically, so nothing slips through the cracks, and it's actually helped us catch coaching moments we would've completely missed otherwise.
### 11. Transforms Call Analysis and QA Efficiency
**Rating:** 5.0/5.0 stars
**Reviewed by:** Krishan Y. | Lead Recruiter, Consulting, Mid-Market (51-1000 emp.)
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 04, 2026
**What do you like best about Observe.AI?**
I like Observe.AI for its accurate call transcription and AI-driven conversation analysis. It highlights important moments, customer sentiment, compliance risks, and coaching opportunities, saving significant time compared to manual reviews. The accurate transcription and analysis have made our QA process much more efficient, allowing quick review of transcripts and focusing on key interactions. The initial setup was smooth, and the implementation team provided all the guidance needed. These features together made switching to Observe.AI worthwhile as it lets us analyze 100% of calls, unlike our previous manual process.
**What do you dislike about Observe.AI?**
Observe.AI has been a positive experience, but there is one area that could be improved. The AI transcription is generally accurate, though it can occasionally struggle with strong accents, industry-specific terminology, or poor audio quality. Some AI-generated insights also require manual verification to ensure they are relevant. I would also like to see more customization options for dashboards and reporting along with faster processing of very large call volumes. Improving integration with additional CRM and contact center platforms would make the workflow even smoother.
**What problems is Observe.AI solving and how is that benefiting you?**
I use Observe.AI to automate call transcription and analysis, making quality assurance faster and more consistent. It efficiently analyzes all customer interactions, saving time by highlighting key moments and allowing targeted reviews.
### 12. Observe’s Easy UI and Helpful Features Have Made My Work More Efficient
**Rating:** 4.5/5.0 stars
**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through Google One Tap using a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 26, 2026
**What do you like best about Observe.AI?**
Observe has made my work much more efficient, mainly because of its easy-to-use UI and helpful features. I use the core functionality regularly to streamline repetitive tasks, which saves me time and cuts down on manual effort. Great
**What do you dislike about Observe.AI?**
Sometimes it feels too technical to understand, and I also have concerns about the accuracy and consistency of the AI-generated insights.
**What problems is Observe.AI solving and how is that benefiting you?**
Observe.AI helps address the challenge of manually reviewing customer conversations and pulling out key insights across large volumes of calls. It makes it easier to assess conversation quality, spot trends, and pinpoint areas for improvement without having to listen to every interaction one by one.
This saves significant time and helps teams make more informed decisions. The ability to quickly surface important moments and recurring patterns also makes coaching and performance improvement more practical and actionable.
### 13. Observe.AI Turns Customer Calls into Actionable Coaching Insights
**Rating:** 5.0/5.0 stars
**Reviewed by:** Mitali V. | Senior Associate - Client Engagement | EU + ME + India, Consulting, Mid-Market (51-1000 emp.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.
**Reviewed Date:** July 23, 2026
**What do you like best about Observe.AI?**
What stands out most about Observe.AI is how effectively it turns customer conversations into actionable coaching insights. Rather than relying on manual spot-checking, the platform automatically transcribes, summarizes, and evaluates 100% of customer calls. Its automated Quality Assurance (QA) logic and sentiment analysis quickly surface compliance risks and key friction points. Combined with real-time agent guidance, it enables supervisors to deliver more targeted coaching with clear supporting evidence. By reducing manual review time while improving consistency and accelerating training, Observe.AI helps convert raw interaction data into measurable team growth.
**What do you dislike about Observe.AI?**
What i dislike most is the setup friction and gaps in transcript accuracy. The initial auto-scoring and workflow configuration often require significant tuning to avoid false compliance flags, especially when dealing with custom industry jargon or thick accents. In addition, while the high-level dashboards provide strong insights, digging into more granular, customized reports can feel rigid and less intuitive. Smaller teams may also find the cost high relative to their call volume, which can make the initial onboarding and investment feel steep before they see the full efficiency gains.
**What problems is Observe.AI solving and how is that benefiting you?**
Observe.AI solves my biggest contact center headache: we were only reviewing 1–2% of calls and missing critical details. By automatically analyzing 100% of our customer interactions, it quickly surfaces compliance risks and recurring points of customer friction.
For our team, the impact is immediate in terms of efficiency. Automated call summaries and post-call notes save us a lot of time on administrative work. At the same time, real-time prompts help guide us through complex calls, and supervisors get concrete data to provide meaningful coaching instead of relying on guesswork. Overall, Observe.AI reduces repetitive tasks, helps cut down handle time, and gives us clear insights to improve every conversation.
### 14. Efficient Call Monitoring with Room for Improvement
**Rating:** 3.5/5.0 stars
**Reviewed by:** Nahid K. | Office Incharge, Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 08, 2026
At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.
**What do you like best about Observe.AI?**
I like how Observe.AI helps us understand customer calls better, spot issues, and resolve them quickly, which improves our conversations. I appreciate that it provides quick spots of what's working perfectly and what needs improvement, saving us time. This allows us to focus on the areas that actually need improvement instead of going through every call manually. Moreover, the initial setup was fairly easy, and our team was able to get started without much trouble.
**What do you dislike about Observe.AI?**
Sometimes the setup can take a little time, and I would like to see more flexibility in the reporting and customization options.
**What problems is Observe.AI solving and how is that benefiting you?**
I use Observe.AI to understand calls better, spot issues, and quickly resolve them. It provides insights on what's working and what needs improvement, saving us time and helping us focus on key areas instead of manually reviewing every call.
### 15. Observe.AI Saves Time and Enhances Customer Interaction
**Rating:** 5.0/5.0 stars
**Reviewed by:** Matshediso R. | Financial Advisor, Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** July 29, 2026
**What do you like best about Observe.AI?**
I like that Observe.AI saves time for me. I don't have to think hard—I just ask Observe.AI and it's always there. I like how it evaluates my customer interactions and reduces the time spent on manual quality assurances, which helps with a lot of things. Since I work a lot with clients and customers, using Observe.AI saves me time on doing most of the paperwork manually. It's very easy to use and straightforward. You don't need to be an IT guru to know how to use it. Setup was also very easy, everything was just straightforward.
**What do you dislike about Observe.AI?**
I like everything
**What problems is Observe.AI solving and how is that benefiting you?**
I use Observe.AI to assist with my record of advice, making my documents professional and resolving client complaints. It saves me time by handling paperwork and manual quality assurances, evaluates customer interactions, and helps me remember client tasks.
### 16. Makes call analysis much easier
**Rating:** 4.5/5.0 stars
**Reviewed by:** Mohd Saif A. | Team Lead, Computer Software, Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 18, 2026
**What do you like best about Observe.AI?**
What i like most about Observe.AI is how it helpp me understand student conversation more clearly. This AI makes it easier to identify important insight, spot areas where conversations can be improved.
**What do you dislike about Observe.AI?**
One thing I don't like about Observe. AI is that it can sometimes feel a little overwhelming when there is a lot of information and insights to go through. It takes a lots of time to get used to all the features and understand which insights are actually useful for my work.
**What problems is Observe.AI solving and how is that benefiting you?**
Observe. AI helps me reduce the time I spend manually reviewing and analyzing customer conversations. It gives me useful insights into what is happening in calls, which helps me identify areas for improvement and understand customer interaction better.
### 17. Transforms Conversations into Actionable Insights Effortlessly
**Rating:** 4.5/5.0 stars
**Reviewed by:** Tariq . | Senior Recruiter Team Lead, Mid-Market (51-1000 emp.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 27, 2026
**What do you like best about Observe.AI?**
I like how Observe.AI quickly turns customer conversations into actionable insights. Its call analysis and quality monitoring features help me spot trends, highlight coaching opportunities, and improve agent performance without requiring extensive manual review. I also appreciate how it assists in improving call quality and monitoring agent performance efficiently. The initial setup was very easy.
**What do you dislike about Observe.AI?**
I like Observe.AI for its quick, useful insights, but its analytics could be more customizable, easier to navigate, and contextually accurate.
**What problems is Observe.AI solving and how is that benefiting you?**
I use Observe.AI to monitor customer interactions, evaluate call quality, and gain insights. It helps with quality assurance and agent performance by turning conversations into actionable insights, identifying trends, and improving call quality without extensive manual review.
### 18. 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.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**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.
### 19. Observe.AI Turns Customer Conversations into Actionable Insights
**Rating:** 5.0/5.0 stars
**Reviewed by:** Ayush A. | Assistant Manager - Internal audit , Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 13, 2026
**What do you like best about Observe.AI?**
What I like most about Observe.AI is its ability to transform customer interactions into actionable insights. Its AI-driven conversation analysis, real-time monitoring, and automated quality assessments help improve agent performance, identify trends, enhance customer experiences, and drive operational efficiency.
**What do you dislike about Observe.AI?**
What I dislike most about Observe.AI is that the platform can sometimes feel complex to navigate, especially for new users. Certain features may require additional training and customization, and occasional inaccuracies in AI-generated insights can require manual review and validation.
**What problems is Observe.AI solving and how is that benefiting you?**
Observe.AI solves the challenge of manually reviewing and analyzing large volumes of customer interactions. As a CA, it helps me identify process gaps, monitor compliance, assess risks, and gain actionable insights faster, improving audit efficiency, accuracy, and overall decision-making.
### 20. Automates and Enhances Support Quality with Ease
**Rating:** 4.0/5.0 stars
**Reviewed by:** Ranganath D. | Sr Manager, Mid-Market (51-1000 emp.)
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 09, 2026
**What do you like best about Observe.AI?**
I like Observe.AI for its standout ability to analyze 100% of customer interactions through automated quality assurance. This feature leads to a massive time reduction, scalable workflows, and reduced after-call work. The initial setup of Observe.AI was also very easy.
**What do you dislike about Observe.AI?**
I find that Observe.AI has niche context gaps, which can be limiting. The scorecard customization is also an area that could use improvement, as well as the rigid reporting features.
**What problems is Observe.AI solving and how is that benefiting you?**
I use Observe.AI to automate customer interactions, tackle contact center challenges with scalable workflows, and reduce after-call work. It analyzes 100% of customer interactions, which significantly cuts down time and aids in evaluating support quality and coaching teams.
### 21. 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.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Validated Reviewer:** This review contains authentic analysis and has been reviewed by our team
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**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.
### 22. 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.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**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.
### 23. Streamlines Call Analysis with Easy Insights
**Rating:** 3.5/5.0 stars
**Reviewed by:** Muskan A. | Associate Recruiter, Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**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.
### 24. Empowers Teams with Comprehensive Insights
**Rating:** 4.0/5.0 stars
**Reviewed by:** Verified User | Small-Business (50 or fewer emp.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** July 29, 2026
**What do you like best about Observe.AI?**
I really like the fast time to adoption with Observe.AI. The breadth of coverage of features is impressive and makes it useful across different teams. Gen AI summarization is another feature I find helpful. The support responsiveness is worth noting too; I don’t feel like we’re stuck in a ticket queue waiting for help.
**What do you dislike about Observe.AI?**
The reporting section could be more self-serve. Right now, the setup itself requires data literacy to some extent. The initial setup took some effort, and while the product has depth, that depth can be a burden for teams setting up.
**What problems is Observe.AI solving and how is that benefiting you?**
I use Observe.AI to consolidate multiple tools for tracking metrics, improving roadmap planning, call audits, and AHT tracking. It captures all calls, not just samples, which is a big plus. Its fast adoption and Gen AI summarization are very helpful.
### 25. Helpful for understanding customer conversations
**Rating:** 4.0/5.0 stars
**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** September 01, 2026
**What do you like best about Observe.AI?**
Honestly, I like that it helps me go through customer calls without having to listen to every call from start to finish. The insights are useful and make it easier to spot things that need attention.
**What do you dislike about Observe.AI?**
Sometimes there’s a lot of information to go through, especially when reviewing a lot of calls. It can take a little time to find exactly what I’m looking for.
**What problems is Observe.AI solving and how is that benefiting you?**
It helps me review customer calls faster and find problems in conversations without listening to everything manually. The main benefit is saving time and getting a better idea of what customers are saying and where the team can improve.
### 26. Observe AI Brings Powerful Voice AI Agents for Real-Time Customer Service
**Rating:** 4.5/5.0 stars
**Reviewed by:** M S. | Executive, Mid-Market (51-1000 emp.)
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 08, 2026
**What do you like best about Observe.AI?**
Observe AI is the best platform it brings AI agents for Automate customer service with voice AI and it assist frontline teams in real time
**What do you dislike about Observe.AI?**
more expensive and data overload and incomplete transcripts like users frequently report missing text and gap in conversation logs
**What problems is Observe.AI solving and how is that benefiting you?**
Observe AI solves the problem of low visibility and slow manual review in customer support and it is having more benefit also like time saving and better support
### 27. 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.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**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.
### 28. Great QA Automation and Search Filters, but Word Detection Needs Work
**Rating:** 3.0/5.0 stars
**Reviewed by:** Shaunak J. | Muli-solution Architect, Enterprise (> 1000 emp.)
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 14, 2026
**What do you like best about Observe.AI?**
Post-call QA automation, highly intuitive search filters for pinpointing specific moments in calls, and fast implementation times.
**What do you dislike about Observe.AI?**
It struggles with word detection when there are heavy accents, background noise, or overlapping speech, which then leads to issues with downstream evaluation.
**What problems is Observe.AI solving and how is that benefiting you?**
It helps address inefficient manual QA sampling, reduces high after-call work time, and closes blind spots in understanding customer sentiment.
### 29. 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.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through Google One Tap using a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**AI Translated:** This review has been translated from Spanish; Castilian using AI.
**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.
### 30. Turns Customer Conversations into Actionable Coaching Insights
**Rating:** 5.0/5.0 stars
**Reviewed by:** Elizabeth H. | Technical Specialist, Mid-Market (51-1000 emp.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a review partner
**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.
**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.
### 31. Observe.AI for Compliance Assurance and Vendor Communication Monitoring
**Rating:** 5.0/5.0 stars
**Reviewed by:** Nilay Singh V. | Assembly Engineer, Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 01, 2026
**What do you like best about Observe.AI?**
We use observe ai for vendor communication monitoring
Compliance assurance
**What do you dislike about Observe.AI?**
It is not good for small units, it required integration with telephone systems. It is more in price.
**What problems is Observe.AI solving and how is that benefiting you?**
We use observe ai for procurement discussion of bis standard purchase.
It allows to remind staff to confirm measurement accuracy and documents calibration intervals
### 32. 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.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**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.
### 33. 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.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**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
### 34. Quick, Easy to Use, and Packed with Functionality
**Rating:** 5.0/5.0 stars
**Reviewed by:** Aliyah P. | Nanny, Small-Business (50 or fewer emp.)
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** August 11, 2026
**What do you like best about Observe.AI?**
I like the functionality, ease of use, and how quick it is.
**What do you dislike about Observe.AI?**
I do not dislike anything about this product.
**What problems is Observe.AI solving and how is that benefiting you?**
This product helps solve time management issues at my location.
### 35. Strong Partnership for Resolving Complex Issues
**Rating:** 4.0/5.0 stars
**Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**Reviewed Date:** July 23, 2026
**What do you like best about Observe.AI?**
I really enjoy the partnership with the team on resolving complex issues.
**What do you dislike about Observe.AI?**
There are things that don't fully work how we'd hope I do not know if it is the technology as a whole versus OAI. For example, the AI is not intelligent enough to determine tone correctly at a high enough percentage to use that in our AQA
**What problems is Observe.AI solving and how is that benefiting you?**
It helps us with AQA
### 36. 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.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**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
### 37. A Spectacular Time Saving with Observe.AI
**Rating:** 5.0/5.0 stars
**Reviewed by:** Verified User | Small-Business (50 or fewer emp.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**AI Translated:** This review has been translated from Spanish; Castilian using AI.
**G2 Icon:** Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.
**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.
### 38. 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.)
**Validated Reviewer:** Validated through Google One Tap using a business email account
**Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review.
**Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review.
**Reviewed Date:** June 12, 2024
At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.
**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.
### 39. 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.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**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.
### 40. Building seamless VoiceAI agents has never been easier
**Rating:** 5.0/5.0 stars
**Reviewed by:** Brittany G. | Senior Product Manager, Enterprise (> 1000 emp.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**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.
### 41. 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.)
**Validated Reviewer:** Validated through a business email account
**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.
**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.
### 42. Lying, deception, and a crappy product
**Rating:** 0.0/5.0 stars
**Reviewed by:** James G. | CEO, Mid-Market (51-1000 emp.)
**Validated Reviewer:** Validated through Google using a business email account
**Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate.
**Reviewed Date:** August 09, 2025
At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.
**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
### 43. Cutting edge technology has hit some roadbumps
**Rating:** 3.0/5.0 stars
**Reviewed by:** Sofia C. | Project Manager, Mid-Market (51-1000 emp.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**Reviewed Date:** June 26, 2024
At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.
**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 accountability in using the tool on an hourly basis to extract every little bit out of RPCs.
### 44. 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.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**Reviewed Date:** October 13, 2023
At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.
**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 categories that you can select from. You select an area where you think your team is showing weaknesses, and then you will get a filtered file with calls and names of team members and plan your next meeting, coaching, or 1:1 session. It also lets you download calls straight into your Downloads on your computer for you to share. The intelligence is so advanced that if you want to look into the call where you only remember the specific a cx or an agent said, simply go to the analyze tab and place the word 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 writing for the record in OAI, it gives me the Coaching notes, where it saves me a lot of time, because based on the Interaction of CX and agent, it detects the areas of improvement for agents and sends 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.
### 45. Observe AI is helpful with call reviews
**Rating:** 4.0/5.0 stars
**Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**Reviewed Date:** April 21, 2022
At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.
**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 can't think of anything else that needs improving.
**Recommendations to others considering Observe.AI:**
It's 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 because you aren't looking for several screens to complete one task because it's all there on one screen.
### 46. 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.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**Reviewed Date:** May 12, 2022
At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.
**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.
### 47. Observe Helpdesk Review
**Rating:** 5.0/5.0 stars
**Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.)
This reviewer's identity has been verified by our review moderation team. They have asked not to show their
name, job title, or picture.
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**Reviewed Date:** February 09, 2022
At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review.
**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.
### 48. 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.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**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 platform gives us deep insights into customer interactions without being overwhelming. The automatic call scoring and actionable feedback have been game changers for the team we support. I also appreciate 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, it just makes the job smoother and more 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 platform's interface, while functional, feels a bit plain and could benefit from a more polished and visually appealing design. Another thing that stands out is the reporting features - they're useful but could be more robust and visually engaging. Lastly, not 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 volumes of calls, chats, and emails, 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.
### 49. highly beneficial in analyzing impacting behaviors
**Rating:** 5.0/5.0 stars
**Reviewed by:** Riz T. | Sr Supervisor Quality , Enterprise (> 1000 emp.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through LinkedIn
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**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.
### 50. Observe Ai makes our task easier
**Rating:** 5.0/5.0 stars
**Reviewed by:** XT O. | Quality Supervisor, Enterprise (> 1000 emp.)
**Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user.
**Validated Reviewer:** Validated through a business email account
**Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review.
**Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review.
**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.
## Observe.AI Discussions
- [What is Observe.AI used for?](https://www.g2.com/discussions/what-is-observe-ai-used-for) - 2 comments, 2 upvotes
- [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) - 2 comments, 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
- [View Observe.AI pricing details and edition comparison](https://www.g2.com/products/observe-ai/reviews?section=pricing&secure%5Bexpires_at%5D=2026-09-22+08%3A32%3A03+-0500&secure%5Bsession_id%5D=b18a6c4a-721b-4f7b-833f-8c130e6a1dde&secure%5Btoken%5D=c5c1b4f2d947e69e45d74875cb4eb987b830a8753cac0feb587a3a3aeb5e6204&format=llm_user)
## Observe.AI Features
**Additional Functionality**
- Tagging
- Natural Language Processing
- Data Extraction
- Multi-Language
- Predictive Analytics
- Drag & Drop
- Speech Recognition
- Reporting/Analytics
- Data Storage Management
- Virtual Personal Assistant (VPA)
- AI Copilot
- Customer Segmentation
- Collaboration Tools
- Data Import/Export
- Generative AI
- For eCommerce
- Role-Based Permissions
- Customizable Branding
- Search/Filter
- Monitoring
- Document Management
- API
- Data Visualization
- Trend Analysis
- Machine Learning
- Access Controls/Permissions
- Alerts/Escalation
- Performance Metrics
- Real-Time Data
- Third-Party Integrations
- Mobile App
- Multiple Data Sources
- For Sales Teams/Organizations
- Sentiment Analysis
- Activity Dashboard
- Chatbot
- Workflow Automation
**Additional Functionality**
- Call Reporting
- Automatic Call Distribution
- Call Whispering
- Callback Scheduling
- CRM
- Call Tagging
- Dashboard
- Call Recording
- Alerts/Escalation
- AI Copilot
- Call Transcription
- Queue Management
- Manual Dialer
- Call Tracking
- Auto-Dialer
- Call Monitoring
- Activity Tracking
- Multi-Channel Communication
- Contact Management
- Sentiment Analysis
- Progressive Dialer
- Voice Recognition
- Reporting/Analytics
- Monitoring
- IVR
- Call Logging
- Chatbot
- Third-Party Integrations
- Outbound Call Center
- Interaction Tracking
- Voice Mail
- Call Routing
- Automated Responses
- API
- Call Transfer
- AI Summarization
- Call Center Management
- Inbound Call Center
- Surveys & Feedback
- Chat/Messaging
- Predictive Dialer
- Blended Call Center
- Caller ID
- Generative AI
- Performance Management
- Computer Telephony Integration
- Call Scripting
**Dashboard**
- Dashboard
**Speech Recognition**
- Speech Recognition
**Compliance Management**
- Compliance Management
**Autonomous Task Execution**
- Autonomous Task Execution
**Sentiment Analysis**
- Sentiment Analysis
**Data Security**
- Data Security
**Third-Party Integration**
- Third-Party Integration
**Human-in-the-loop (HITL)**
- Human-in-the-loop (HITL)
**Agentic Task Execution**
- Agentic Task Execution
**Natural Language Processing**
- Natural Language Processing
**Conversational AI**
- Conversational AI
**Performance Metrics**
- Performance Metrics
**Interaction Tracking**
- Interaction Tracking
**Knowledge Base Management**
- Knowledge Base Management
**CRM Integration**
- CRM Integration
**Inquiry Routing**
- Inquiry Routing
**Contextual Guidance**
- Contextual Guidance
**Communications Management**
- Communications Management
**Proactive Chat**
- Proactive Chat
**Ticket Management**
- Ticket Management
**Call Analytics**
- Call Recording
- Machine Learning
- Call Analysis
- Lead Qualification
- Trend Analysis
- Real-Time Data
- AI/Machine Learning
**Quality Assurance**
- Evaluation
- Calibration
- Reports
**Responses**
- Personalization
- Route To Human
- Natural Language Understanding (NLU)
- Multi-Language
**Generative AI**
- AI Text Summarization
- Generative AI
**Automation - AI Agents**
- Sales Follow-Up
- Customer Interaction Automation
- Lead Generation
- Document Processing
- Feedback Collection
- Natural Language Processing
- Simulation and Scenario Generation
**Testing - Contact Center AI Observability**
- Live Interaction Analysis
- AI Behavior Validation
- AI Conversation Simulation
**Additional Functionality**
- Live Chat
- Call Transfer
- Archiving & Retention
- Call Center Management
- Call Tagging
- Call List Management
- Real-Time Analytics
- Queue Management
- Real-Time Data
- API
- Real-Time Monitoring
- CRM
- Performance Metrics
- Automatic Call Distribution
- Activity Tracking
- IVR
- Event Triggered Actions
- Third-Party Integrations
- Scheduled Recording
- Alerts/Notifications
- Call Monitoring
- File Transfer
- Activity Dashboard
- Call Reporting
- Call Transcription
- Campaign Management
- Call Disposition
- Computer Telephony Integration
- Contact Management
- Predictive Dialer
- Voice Mail
- Caller ID
- Reporting & Statistics
- Call Routing
- Call Tracking
- Recording
- Auto-Dialer
- Chat/Messaging
- On-Demand Recording
- Customizable Reports
- Multi-Channel Communication
- Conferencing
- AI Copilot
- Interaction Tracking
- Predictive Analytics
- Visual Analytics
- Sales Trend Analysis
- Audio Capture
- Email Alerts
- Tagging
- Self-Service Search
- Natural Language Processing
- Surveys & Feedback
- Automatic Transcription
- Multi-Channel Management
- Request Assignment
- Speech-to-Text Analysis
- Self Service Portal
- Performance Management
- Call Recording
- Search/Filter
- Sentiment Analysis
- Compliance Management
- Multi-Language
- HIPAA Compliant
- Data Security
- Call Scripting
- Customer Service Analytics
- Quality Assurance
- Customer Experience Management
- Communication Management
- Categorization/Grouping
- Language Detection
**Artificial Intelligence - Conversation Intelligence**
- Customer Scoring
- Speech-to-Text
- Sentiment Analysis
**Engagement**
- Feedback
- Dashboards
- Training
- Activity Dashboard
**Platform**
- Conversation Editor
- Integration
- Human-In-The-Loop
- Drag & Drop Editor
- Human-in-the-loop (HITL)
**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**
- Third-Party Integrations
- Compliance
**Generative AI**
- AI Text Summarization
- Generative AI
**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
**Additional Functionality**
- Agent Collaboration
- Data Governance
- Prompt Engineering
- Feedback Management
- For No-Code Development
- Version Control
- Role-Based Permissions
- Dynamic Modeling
- API
- Memory Management
- Monitoring
- Scalability
- Cost Management
- Scheduling
- Natural Language Interface
- Access Controls/Permissions
- Multiple LLM Models
- Integration Management
- Customizable Frameworks
- Pre-built Templates
- Analytics
- Intent Recognition
- Contextual Guidance
- Rules-Based Workflow
- Attended Automation
- Drag & Drop
- For Sales/Marketing
- Generative AI
- Business Process Automation
- AI Copilot
- Third-Party Integrations
- Multi-Channel Communication
- Sentiment Analysis
- Deep Learning
- Code-free Development
- Compliance Management
- Automated Responses
- Knowledge Management
- Transfers/Routing
- Personalization
- Activity Dashboard
- Customer Experience Management
- Virtual Personal Assistant (VPA)
- Chatbot
- Speech Recognition
- Reporting/Analytics
- Task Management
- Customer Engagement
- AI/Machine Learning
- Configurable Workflow
- Unattended Automation
- Conversation Intelligence
- Workflow Automation
- Proactive Error Detection
**Generative AI**
- AI Text Generation
- AI Text Summarization
- Call Routing
- Generative AI
**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
- Third-Party Integrations
- Forecasting
**Additional Functionality**
- Performance Metrics
- Keyword Filtering
- Natural Language Processing
- For Contact Centers
- Reporting & Statistics
- Call Tracking
- Alerts/Notifications
- AI Copilot
- Automatic Transcription
- Playbooks
- Employee Coaching Tools
- Text Mining
- Trend/Problem Indicators
- Notes Management
- Retention Tracking
- Feedback Management
- Recommendations
- Dashboard
- Multi-Channel Communication
- Access Controls/Permissions
- Compliance Tracking
- API
- Rules-Based Workflow
- Intent Recognition
- Tagging
- Collaboration Tools
- Prioritization
**Additional Functionality**
- Customer Journey Mapping
- Employee Coaching Tools
- Queue Management
- Sentiment Analysis
- Call Monitoring
- Quality Management
- Customer Surveys
- Agent Interface
- Knowledge Base Management
- Collaboration Tools
- Leaderboards
- Employee Reward Programs
- Workforce Management
- Reporting/Analytics
- Customer Experience Management
- Predictive Dialer
- Video Conferencing
- Multi-Channel Communication
- KPI Monitoring
- AI Copilot
- Feedback Management
- IVR
- Contact Management
- Multiple Scoring Models
- Real-Time Updates
- Interaction Tracking
- Call Recording
- AI/Machine Learning
- Screen Recording
- Workflow Automation
**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 (212 reviews)
- [Balto](https://www.g2.com/products/balto/reviews) - 4.8/5.0 (584 reviews)
- [CallMiner Eureka](https://www.g2.com/products/callminer-eureka/reviews) - 4.5/5.0 (221 reviews)