G2

Aliba P.

Senior Customer Experience Specialist

Enterprise (> 1000 emp.)

10/17/2026

"Observe.AI Makes Coaching and Quality Checks Easier with Conversation Analytics"

4.5/5

What do you like best about Observe.AI?

I love that Observe.AI helps our team look at conversations to find chances to give coaching. Conversation analytics and automatic quality checking for coaching and training lets us see patterns in problems check how well calls follow the right steps and offer places to give coaching. It helps us watch agents and make sure customer service is good, in all the customer service teams. Review collected by and hosted on G2.com.

What do you dislike about Observe.AI?

Automated evaluations sometimes miss the mark. Their accuracy can shift with call quality, accents and the feel of the conversation. Checking flagged interactions still requires effort especially when an automated evaluation does not match how an agent truly handled a customer. Greater flexibility in tweaking the criteria, for automated evaluations would help. Review collected by and hosted on G2.com.

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

Checking each customer interaction by hand is tough when call volumes spike. Observe.AI can spot conversations that need a look and point out common service problems. Observe.AI helps give training that hits the spots cuts down the work needed to find quality gaps and lets managers spot chances to boost agent performance and make customers happier, across all support work. Review collected by and hosted on G2.com.