Sold by: Observe.AI
Deployed on AWS
Observe.AI Real-time AI helps contact centers improve conversations as they happen. AI listens to live calls, understands context, and delivers real-time guidance and next-best action, so agents stay on track, compliant, and resolve issues faster. Supervisors get live alerts for risks like long hold times and customer frustration, allowing them to step in before issues escalate. AI-generated call summaries reduce after-call work (ACW) and keep CRM records accurate. With real-time coaching, live monitoring, and continuous optimization, your team works smarter and delivers better customer experiences, every time.
4.6
Overview
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Observe.AI - Agent Assist
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Observe.AI - Knowledge AI
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Observe.AI - Summarization AI
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Product video
Conversations move fast, and contact centers need to keep up. Observe.AI Real-time AI empowers teams with live agent guidance, real-time supervisor oversight, and automated post-call documentation, so agents resolve issues faster, supervisors can step in when needed, and customer experiences improve across the board. Agent Assist listens in real time, analyzing conversation context to deliver AI-driven scripts, dynamic prompts, and instant answers exactly when agents need them. No more guesswork or scrambling for information, AI detects customer intent, monitors sentiment, and adapts guidance based on metadata and agent experience level, ensuring agents always know what to say next. Knowledge AI surfaces the most relevant, policy-compliant answers by pulling from internal knowledge bases, support articles, and documentation. AI-powered search and real-time updates eliminate the need for manual lookups, so agents can provide accurate, up-to-date responses without hesitation. Supervisor Assist provides real-time visibility into live interactions, alerting supervisors to compliance risks, long hold times, and negative sentiment before they escalate. With live dashboards and intervention tools, supervisors can coach in the moment, correct mistakes before they happen, and optimize agent performance in real time. Summarization AI automates after-call work by generating structured, accurate, and compliant call summaries. AI eliminates tedious manual entry, ensuring CRM records are updated instantly while redacting sensitive PII/PCI data and extracting key insights like competitor mentions or product inquiries. Customizable templates allow businesses to standardize documentation and improve efficiency. Beyond individual calls, Real-time AI enables continuous optimization through real-time reporting and AI-powered analytics. Out-of-the-box and custom dashboards track agent performance trends, script adherence, and coaching opportunities, helping teams refine training and drive long-term improvements. With live guidance, real-time alerts, and AI-driven reporting, Observe.AI helps contact centers work smarter, reduce risk, and improve outcomes, one conversation at a time.
Highlights
- Dynamic, Context-Aware AI for Real-time Coaching: Agent Assist delivers real-time prompts, AI-driven scripts, and contextual guidance, adapting dynamically based on conversation metadata, agent skill level, and call queue. Supervisor Assist provides live AI-powered alerts for compliance risks, negative sentiment, and long hold times, allowing supervisors to monitor interactions in real time and intervene proactively before issues escalate.
- Knowledge AI: Instant, Accurate Answers Without Manual Search: GenAI-powered knowledge access enables agents to instantly retrieve policy-compliant answers from support articles, legacy systems, and internal documents. Observe.AI dynamically delivers context-aware responses with multi-format support, including text, images, and structured data. AI-generated answers come with source links, ensuring clarity, compliance, and accuracy for a seamless customer experience.
- Summarization AI: Automated Post-Call Documentation: Reduce after-call work with AI-generated call summaries, CRM updates, and compliance controls. Summarization AI automates ACW, ensuring structured, accurate documentation while redacting PII/PCI data and extracting key insights like competitor mentions. Customizable templates let businesses format summaries to fit their needs, streamlining post-call workflows and boosting agent efficiency.
Details
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Delivery method
Deployed on AWS
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Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Number of Agents | Pricing based on number of Agent per month | $828.00 |
Vendor refund policy
After the end date of the subscription, the customer may cancel or amend the terms. During the term of an active subscription, no refunds will be provided.
Custom pricing options
Request a private offer to receive a custom quote.
Legal
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
A ticket with the Technical Support team can be created via the Help Center: Visit the Observe.AI Help Center (https://help.observe.ai/hc/en-us ) to create a support ticket.
Once a ticket is created, the respective user can track updates directly via the Help Center.
Our team is available globally, spread across NA, EU, and APAC via different channels i.e. email, phone, and help center. Delivering well-defined operational processes and SLA, and a Customer Satisfaction score of > 94%.
Observe.AI offers comprehensive implementation support to ensure clients maximize the platform benefits beyond onboarding. This entails a dedicated project-team that assists with setup, training, and addressing technical issues, facilitating a smooth transition and ongoing operation. Clients also have access to tutorials, webinars, and documentation to optimize platform utilization. A dedicated Customer Success Manager and Technical Success Manager are assigned to provide assistance centered on technical help - including integrated channel updates and changes, change management, and ROI opportunities.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Ilaria C.
Powerful QA Automation and Analytics That Elevate Agent Performance
Reviewed on Feb 04, 2026
Review provided by G2
What do you like best about the product?
Observe.Ai is paramount in handling conversations and ensuring that all sentiments are significantly analyzed and team ends up understanding the behaviors of customers
Observe.AI has significantly automated most of the QA services, where most of the calls are significantly reviewed and a consistent performance evaluation shared
Observe ensures agents gets timely and consistent training services to improve on their performance
The whole dashboard has detailed analytics, that gives the exact customer experience to ensure that organizations keeps improving
There is robust scalability and integration with diverse services, including CRM systems
Observe.AI has significantly automated most of the QA services, where most of the calls are significantly reviewed and a consistent performance evaluation shared
Observe ensures agents gets timely and consistent training services to improve on their performance
The whole dashboard has detailed analytics, that gives the exact customer experience to ensure that organizations keeps improving
There is robust scalability and integration with diverse services, including CRM systems
What do you dislike about the product?
Observe.AI has problems with sentiment detection and transcription and this leads to misinterpretation
The set up of the score card makes the software have a complex implementation process
The set up of the score card makes the software have a complex implementation process
What problems is the product solving and how is that benefiting you?
We use Observe for automated call quality analysis and monitoring, to ensure there is a consistent evaluation on performance
The conversations that customers have with our agents are largely analyzed and an insightful visibility shared
The performance of agents is also significantly addressed and an accurate scorecard shared to improve on employee training and customer experience
The app has AI to fast track the customer support and this fasten the resolution we give to customers
There is powerful risk management measures that Observe gives to users
The conversations that customers have with our agents are largely analyzed and an insightful visibility shared
The performance of agents is also significantly addressed and an accurate scorecard shared to improve on employee training and customer experience
The app has AI to fast track the customer support and this fasten the resolution we give to customers
There is powerful risk management measures that Observe gives to users
Elizabeth H.
Turns Customer Conversations into Actionable Coaching Insights
Reviewed on Jan 27, 2026
Review provided by G2
What do you like best about the product?
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 the product?
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 the product 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.
Samantha L.
Revolutionizes Customer Insights and Agent Support with Powerful AI
Reviewed on Dec 16, 2025
Review provided by G2
What do you like best about the product?
Observe.AI is a resourceful approach that is AI enhanced to conduct a detailed conversation analysis from the engagements made with customers
The tool has brilliant and authentic QA, which captures the insights and sentiments of customers and it saves time
The tool has enhanced the real time agents support, giving clients a powerful guidance concerning their needs
Observe facilitates the process of orienting and coaching agents, to give them content to share with clients
The app streamlines the workflow in a firm, by ensuring that calls and texts are summarized for easy understanding
The tool has brilliant and authentic QA, which captures the insights and sentiments of customers and it saves time
The tool has enhanced the real time agents support, giving clients a powerful guidance concerning their needs
Observe facilitates the process of orienting and coaching agents, to give them content to share with clients
The app streamlines the workflow in a firm, by ensuring that calls and texts are summarized for easy understanding
What do you dislike about the product?
Observe.AI collects inaccurate sentiments and this results to fake or false signals
Implementation of Observe.AI is completely complex and calls for a dedicated support
Implementation of Observe.AI is completely complex and calls for a dedicated support
What problems is the product solving and how is that benefiting you?
Observe helps a company to analyze all the engagement and calls made by customers, to create a robust QA that reduces human interaction and bias
The coaching process for agents is made consistent and accurate and this gives a reliable information to customers
Observe is a seamless approach that helps us in summarizing the entire information that clients have shared with the agents through calls
The use of AI brings a fruitful insights from clients and this makes it effective to tailor make specific engagement to plans
The coaching process for agents is made consistent and accurate and this gives a reliable information to customers
Observe is a seamless approach that helps us in summarizing the entire information that clients have shared with the agents through calls
The use of AI brings a fruitful insights from clients and this makes it effective to tailor make specific engagement to plans
Gerald S.
Boosts Agent Performance and Customer Service/Experience Effortlessly
Reviewed on Nov 10, 2025
Review provided by G2
What do you like best about the product?
I like that Observe.AI offers great contact center features that helps better customer communication/engagement and experience.
With this tool, we have greatly enhanced agent performance which ensures that they serve our customers better.
Thanks to AI and analytics capabilities, it is always easy to analyze customer conversations and we get helpful insights.
With AI features, our agents always know what to do and when thanks to analytics and automation help they get which boosts productivity.
Finally, I like that with Observe.AI, we're able to maintain quality when offering customer service and this is made possible by ease of review customer interactions to measure agent performance.
With this tool, we have greatly enhanced agent performance which ensures that they serve our customers better.
Thanks to AI and analytics capabilities, it is always easy to analyze customer conversations and we get helpful insights.
With AI features, our agents always know what to do and when thanks to analytics and automation help they get which boosts productivity.
Finally, I like that with Observe.AI, we're able to maintain quality when offering customer service and this is made possible by ease of review customer interactions to measure agent performance.
What do you dislike about the product?
It is sufficiently equipped with great features and using it is straightforward. It has met needs and no problems to list.
What problems is the product solving and how is that benefiting you?
We use Observe.AI for enhanced customer service and it works well. It effortlessly automates customer interaction and comes with great conversational intelligence features which helps us pick important insights.
With the tool also, we're able to measure agent performance which helps us maintain quality.
The AI features and capabilities of Observe.AI makes most processes easy.
With the tool also, we're able to measure agent performance which helps us maintain quality.
The AI features and capabilities of Observe.AI makes most processes easy.
Julian M.
Powerful Analysis and Easy Setup, But Struggles with Accents and Sentiment Accuracy
Reviewed on Oct 24, 2025
Review provided by G2
What do you like best about the product?
Observe.AI is a powerful tool that accurately capture and analyzes the interactions we have with customers extensively, from chats, site visits, calls, and the likes
The program has exceptional sentiment analysis, which captures the actual sense of any customer engagement
Observe.AI has a fruitful automated QA, something that evaluates the response that customers get from our support
In matters set p, Observe.AI needs no further help or guidance due to it’s simple nature
We acquire timely guidelines on new policies and practices to keep our customers happy
The program has exceptional sentiment analysis, which captures the actual sense of any customer engagement
Observe.AI has a fruitful automated QA, something that evaluates the response that customers get from our support
In matters set p, Observe.AI needs no further help or guidance due to it’s simple nature
We acquire timely guidelines on new policies and practices to keep our customers happy
What do you dislike about the product?
Observe.AI sometimes captures the wrong sentiments or moments, giving a false impression or signal to others
The program fails to manage heavy accents, which is a disturbing trend
The program fails to manage heavy accents, which is a disturbing trend
What problems is the product solving and how is that benefiting you?
Observe.AI reviews all the conversations or interactions that we have with our clients, creating a solid foundation or understanding about their needs
We have an amazing and powerful QA solution that monitors every engagement made with our clients through the system
Observe.AI helps us build a powerful knowledge base that issues articulate answers and information to business leaders and stakeholders, including customers
The automation of call reviews and other communication channels from our clients brings high operational expenses
We get vibrant and innovative quality assurance, which brings high operational regulations
We have an amazing and powerful QA solution that monitors every engagement made with our clients through the system
Observe.AI helps us build a powerful knowledge base that issues articulate answers and information to business leaders and stakeholders, including customers
The automation of call reviews and other communication channels from our clients brings high operational expenses
We get vibrant and innovative quality assurance, which brings high operational regulations