Sold by: Observe.AIÂ
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.
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.
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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
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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
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235 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
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
Ifeoma E.
Powerful Analytics and Global Reach, But Complex Setup Requires Careful Management
Reviewed on Oct 20, 2025
Review provided by G2
What do you like best about the product?
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
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
What do you dislike about the product?
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
The program has hidden dependencies or prerequisites and this makes it hard to understand it actual value and capabilities
What problems is the product solving and how is that benefiting you?
Observe.AI gives a precise visibility on how we engage and value our customers and it also transcribes all chats and calls for simplicity
The evaluation of our interactions is made efficient and professional through a consistent and automated approach
We get real time performance metrics and any compliance risks and this includes real time calls analysis and monitoring all compliance standards
Observe.AI ensures we improve our calls and the way we handle our interactions through the solid coaching process from the app
Our sales aggressively improved where we ensures our insights are positive and effective
The evaluation of our interactions is made efficient and professional through a consistent and automated approach
We get real time performance metrics and any compliance risks and this includes real time calls analysis and monitoring all compliance standards
Observe.AI ensures we improve our calls and the way we handle our interactions through the solid coaching process from the app
Our sales aggressively improved where we ensures our insights are positive and effective
Kovai L.
Strong Conversation Intelligence and QA, but Needs Better Language and Moment Detection
Reviewed on Oct 15, 2025
Review provided by G2
What do you like best about the product?
Observe.AI has remarkable Conversations intelligence that facilitates in voice transcription, ensure solid email interactions, analyze voices snd manage intent or sentiments
We get timely prompt or scripts from this app, helping us manage live calls
The software has a solid QA, that automatically analyze the interactions and ensure there is compliance and dependability
The software has scalable interactions with numerous apps, more so those that entails contact centers, has CRM, and supports knowledge base
We get timely prompt or scripts from this app, helping us manage live calls
The software has a solid QA, that automatically analyze the interactions and ensure there is compliance and dependability
The software has scalable interactions with numerous apps, more so those that entails contact centers, has CRM, and supports knowledge base
What do you dislike about the product?
The program fails in moment detection, which often gives false or inappropriate flag.
The language issues occur, where the app fails to manage multiple languages, control accents and offer high comparative view
The language issues occur, where the app fails to manage multiple languages, control accents and offer high comparative view
What problems is the product solving and how is that benefiting you?
Observe.AI ensures all interactions, more so voice calls are monitored to detect quality issues and analyze sentiments
The performance of our agents are highly evaluated, their professionalism monitored and this makes it effective to understand the weaknesses and errors in the process
The software helps us automate transcription, ensure all calls have summaries and this reduces manual efforts
The program ensure high script compliance, and any sensitive information is eliminated or restricted
We comprehensively understand customer sentiments, and this helps us detect moments when they are frustrated
The performance of our agents are highly evaluated, their professionalism monitored and this makes it effective to understand the weaknesses and errors in the process
The software helps us automate transcription, ensure all calls have summaries and this reduces manual efforts
The program ensure high script compliance, and any sensitive information is eliminated or restricted
We comprehensively understand customer sentiments, and this helps us detect moments when they are frustrated
Jerriale M.
Observe.AI: Comprehensive Interaction Analysis with Room for QA Improvement
Reviewed on Oct 14, 2025
Review provided by G2
What do you like best about the product?
Observe.AI is a brilliant approach that analyzes 100 percent of all the interactions that a company have and transcribe any content for easy visibility
The program brings live agents that ensures efficiency in handling customer queries
The automated QA ensures there is quality valuation and score recording to improve the help scale
Observe.AI helps us in compliance, more so on matters that suits customers and ensure no risks
The program has mass scalable agents, almost 100, 000 agents
The program brings live agents that ensures efficiency in handling customer queries
The automated QA ensures there is quality valuation and score recording to improve the help scale
Observe.AI helps us in compliance, more so on matters that suits customers and ensure no risks
The program has mass scalable agents, almost 100, 000 agents
What do you dislike about the product?
Observe.AI has imperfect detection, where false positives are flagged incorrectly
The available QA lacks proper recommendations, which would make the handling of customer interactions more efficient
The available QA lacks proper recommendations, which would make the handling of customer interactions more efficient
What problems is the product solving and how is that benefiting you?
Observe.AI has brilliant visibility, which includes QA that ensure that all interactions are precisely evaluated
The program automates most customers help measures through the deployment of a QA
Our agents performs evenly and accurately and evaluations are made consistently
The risk exposure is something the vendor helps us assess and understand
The program ensure that we remain safe and compliance, and in case unusual detections occur, speedy actions are initiated
The program automates most customers help measures through the deployment of a QA
Our agents performs evenly and accurately and evaluations are made consistently
The risk exposure is something the vendor helps us assess and understand
The program ensure that we remain safe and compliance, and in case unusual detections occur, speedy actions are initiated
Computer Software
Observe.AI - A great tool for Optimizing customer interaction
Reviewed on Oct 11, 2025
Review provided by G2
What do you like best about the product?
Observe.AI provides the great AI Powered insights that helps in optimizing both agent performance and customer interaction. It has the ability to automatically analyses calls and transcribe them which is making it easier to spot issues like compliances concerns and missed opportunity without having to listen to every call.
What do you dislike about the product?
Observe.AI is amazing and as per my experience with it no dislikes.
What problems is the product solving and how is that benefiting you?
Observe.AI has solved many problems like manual call monitoring and quality assurance. Earlier Supervisors had to listen countless hours of calls just to spot issues or identify trends. But with the help of Observe.AI, it automatically flags key moments in calls like compliances issues, unhappy customer, sales opportunity.