We use observe ai for vendor communication monitoring

Compliance assurance Review collected by and hosted on G2.com.

It is not good for small units, it required integration with telephone systems. It is more in price. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I don't have anything I dislike at this time. Review collected by and hosted on G2.com.

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

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

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

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

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

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

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

I like the functionality, ease of use, and how quick it is. Review collected by and hosted on G2.com.

I do not dislike anything about this product. Review collected by and hosted on G2.com.

I really enjoy the partnership with the team on resolving complex issues. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

The concept is great - execution needs work... Review collected by and hosted on G2.com.

Doesn't always work as promoted. Basic task = fine but complex = issues Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

everything works well Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

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

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

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

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

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

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

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