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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Request a private offer to receive a custom quote.
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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
At Observe.AI, we help businesses and their customers unlock extraordinary outcomes by using AI to drive real impact at scale. Our Post-interaction AI suite analyzes 100% of customer interactions in the contact center to surface insights across the enterprise, and drive winning behaviors in the contact center that increase revenue, improve retention, and optimize efficiencies and compliance.
Observe.AI Screen Recording provides contact center supervisors with full visibility into all customer conversations, captured via the agents desktop behaviors and activities. Screen Recording completes the picture by providing comprehensive understanding into the true challenges faced by agents, unlocking their performance through targeted coaching and performance feedback.
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.
Observe Inc. is redefining modern AI-powered observability at scale. The only company to offer a platform built on an open data lake with a proprietary Knowledge Graph and AI SRE, Observe enables users to troubleshoot faster at drastically lower cost.
Customer reviews
Computer Software
Helpful for understanding customer conversations
Reviewed on Sep 01, 2026
Review provided by G2
What do you like best about the product?
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 the product?
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 the product 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.
Samay S.
Observe.AI Delivers Fast, User-Friendly Call Insights for Better Coaching
Reviewed on Sep 01, 2026
Review provided by G2
What do you like best about the product?
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 the product?
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 the product 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.
Abhishek Ranjan S.
Effortless Monitoring with Accurate Insights
Reviewed on Aug 28, 2026
Review provided by G2
What do you like best about the product?
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 the product?
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 the product 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.
Tariq .
Transforms Conversations into Actionable Insights Effortlessly
Reviewed on Aug 27, 2026
Review provided by G2
What do you like best about the product?
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 the product?
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 the product 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.
Computer Software
Observe’s Easy UI and Helpful Features Have Made My Work More Efficient
Reviewed on Aug 26, 2026
Review provided by G2
What do you like best about the product?
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 the product?
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 the product 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.
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.