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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Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
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 |
Dimensions summary
This listing uses one pricing dimension based on the number of agents, or users, per month. You pay per agent, so your cost scales directly with how many agents use the product. As you add or remove agents, your monthly charge changes to match that count. Because this is a contract, you commit to a set term and agent quantity. There are no separate tiers, instance sizes, or usage add-ons to choose from. The real-time AI capabilities apply across your covered agents under this single per-agent structure.
Top-of-mind questions for buyers
An agent is one contact center user who works with the real-time AI tools during customer conversations. Each active agent using the product counts toward your monthly total. Your charge reflects the number of agents covered under your contract, not the number of calls or interactions they handle.
Cost scales directly with your agent count each month. Adding agents raises your monthly charge; removing them lowers it, based on the per-agent rate. Because this is a contract, you commit to a set term and agent quantity, so changes to your committed count are handled through your agreement.
Each covered agent gets real-time guidance during live conversations. This includes on-screen scripts, alerts and prompts, knowledge-base search for instant answers, and automated call summaries after each interaction. Supervisors can monitor active conversations. All these capabilities apply across your covered agents under the single per-agent structure.
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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.
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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.
Similar products
Observe.AI combines Interaction Intelligence and Operations Agents to analyze every customer interaction, automate quality and performance management, and uncover insights that improve customer experience and contact center operations. Teams can identify trends, evaluate performance, coach more effectively, and turn conversation data into action at scale.
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VoiceAI agents automates your most complex customer conversations in an authentic and personalized way. Built using existing customer interactions, VoiceAI agents replicate your best human agents to think, act, and deliver action for customers at scale with no hold times. Create new agents in days and continually refine them with Observe.AIs industry-leading conversational intelligence platform that automatically QAs every customer interaction.
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Customer reviews
Consulting
Observe.AI Makes Customer Conversations Easy to Understand with Time-Saving Insights
Reviewed on Oct 21, 2026
Review provided by G2
What do you like best about the product?
What I like best about Observe.AI is how it makes it easier to understand customer conversations and identify areas where we can improve. The AI-powered insights save a lot of time compared to manually reviewing calls, and the interface is pretty easy to use. I also like that it helps teams spot trends and improve the overall customer experience.
What do you dislike about the product?
Sometimes the insights can be a bit inaccurate, so I still have to go through the calls manually to make sure everything is correct. It can also take some time to get used to all the features, and the interface feels a little overwhelming at first. Overall, it's useful, but I think there’s room to improve the accuracy and make it easier to use.
What problems is the product solving and how is that benefiting you?
Observe.AI helps solve the problem of manually reviewing customer conversations and identifying areas where things can be improved. It makes it easier to understand customer interactions, spot common issues and get useful insights without having to go through every conversation individually. For me, it helps save time, improve efficiency and get a better understanding of customer needs. It also helps identify gaps and areas where we can improve the overall customer experience.
Garry P.
Saves ton of time on QC monitoring and customer tracking
Reviewed on Oct 21, 2026
Review provided by G2
What do you like best about the product?
To be honest, what I like most is that it automatically transcribes and grades basically 100% of our customer calls. Before this, we were only randomly sampling a couple of calls here and there, and it didn’t give us the full picture at all. Now we have real visibility into the issues customers are actually facing when they’re dealing with our products. On top of that, the sentiment analysis feature is really helpful for spotting friction points early in our onboarding funnel, so we can adjust our operations before things get messy.
What do you dislike about the product?
I’d say the main thing is that setting up very specific compliance rules or mapping out really complex customer workflows takes a good bit of effort initially. The plain-English AI tool they have does help, but when you have products with lots of tiny operational details that change fast, you still have to spend some time fine-tuning things so the AI doesn't flag false alarms during compliance checks. Also, the UI can feel a tiny bit laggy sometimes when you are trying to pull up heavy reports real quick.
What problems is the product solving and how is that benefiting you?
The big problem it's solving for us is scaling our QA without needing to hire a massive team just to listen to audio files all day. It automatically evaluates our post-interaction data and gives automated coaching tips to our front-facing teams. This helps us ensure that everyone talking to our customers stays on script and maintains a good quality standard, which has definitely helped with customer retention and keeping people happy with our products.
Yashshvi S.
Observe.AI Delivers Actionable Conversation Insights with Intuitive Dashboards
Reviewed on Oct 21, 2026
Review provided by G2
What do you like best about the product?
What I like best about Observe.AI is its ability to automatically analyze customer conversations and provide actionable insights. The platform makes it easier to monitor call quality, identify coaching opportunities, and track performance trends through intuitive dashboards. It helps reduce manual review efforts and improves overall visibility into customer interactions.
What do you dislike about the product?
While the platform provides valuable insights, some reporting and dashboard customization options could be more flexible. New users may also need some time to become familiar with all available features and settings.
What problems is the product solving and how is that benefiting you?
Observe.AI helps reduce the time spent manually reviewing customer interactions by automatically analyzing conversations and highlighting important trends. Instead of listening to large numbers of calls individually, we can quickly identify coaching opportunities, common customer concerns, and quality issues. This improves visibility into customer interactions, helps maintain service standards, and allows teams to focus on improving the overall customer experience.
Sanjay A.
Easy Call Monitoring, Could Improve Onboarding
Reviewed on Oct 20, 2026
Review provided by G2
What do you like best about the product?
Observe.AI makes call reviews and quality checks easier.. automated transcription and insights seem really useful and can save lot of manual work.
What do you dislike about the product?
initial setup can be a bit confusing, and it takes some time to get familiar with all the features. reporting could little more flexible too.
What problems is the product solving and how is that benefiting you?
Earlier we had to spend lot of time reviewing calls manually. it's easier to track call quality and spot issues using AI insights. It helps save time and makes the overall review process much smoother.
KULDEEP G.
AI Agent That Elevates Customer Support
Reviewed on Oct 20, 2026
Review provided by G2
What do you like best about the product?
It's AI agent for customer support...
What do you dislike about the product?
inaccuracies in automated call scoring, transcription struggles
What problems is the product solving and how is that benefiting you?
Resolves customer requests across voice and chat automatically