Sold by: Observe.AI
Deployed on AWS
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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Overview
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Observe.AI Shared Interaction Intelligence
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Observe.AI Auto and Manual QA
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Observe.AI Contact Reasons and Insights
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Sentiment Analysis
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Insights AI Agents - Your AI CX Analyst
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Product video
Get a complete view of every customer interaction across voice and digital channels, and turn those conversations into insights that improve agent performance, customer experience, and contact center operations. Observe.AI combines Interaction Intelligence with AI-powered Operations Agents to analyze conversations at scale, identify issues and opportunities, automate quality processes, and help teams take action with greater consistency and confidence.
Make QA work for you Automate quality management by analyzing 100% of customer interactions across channels instead of relying on small, manually selected samples. Observe.AI identifies key topics, behaviors, compliance risks, and critical moments while providing evidence to support every evaluation.
Quality Agents help automate evaluations and reduce time spent reviewing scorecards, allowing QA teams to focus their attention on complex interactions that require human judgment. Calibration and supporting evidence improve consistency across evaluations, while advanced conversation analytics help teams uncover recurring customer issues, process gaps, and opportunities for improvement.
Coach with data, not hunches Give supervisors a clearer view of where individuals and teams are performing well and where improvement is needed. By analyzing customer interactions at scale, Observe.AI surfaces the behaviors, trends, and performance gaps that matter most.
Performance Agents help turn those findings into targeted coaching opportunities, giving supervisors the evidence and context they need to provide timely, specific feedback. Teams can track progress over time, identify behaviors associated with stronger outcomes, and apply those learnings more consistently across the organization.
Turn interaction data into action Interaction Intelligence gives teams a deeper understanding of what is happening across the contact center, while Operations Agents help investigate that data and determine what requires attention. Insights Agents can proactively surface emerging trends, investigate root causes, connect findings to supporting interactions, and recommend actions based on the evidence.
Together, these capabilities help contact center leaders move from reviewing historical reports to continuously identifying opportunities to improve quality, performance, compliance, customer experience, and operational efficiency.
Connect insights across the customer journey Observe.AI brings Interaction Intelligence, Operations Agents, frontline assistance, and customer-facing AI Agents together on a single platform. Insights from customer conversations can inform quality programs, coaching, real-time agent guidance, operational decisions, and AI Agent development.
This connected approach helps organizations apply what they learn from every interaction across the contact center, improving how both human and AI agents serve customers.
Highlights
- Understand every interaction: Analyze customer conversations at scale to uncover trends, sentiment, compliance risks, root causes, and emerging issues across the contact center.
- Automate quality and performance: Use AI-powered Quality and Performance Agents to evaluate interactions, identify coaching opportunities, and help supervisors focus on the highest-impact behaviors.
- Turn insights into action: Insights Agents continuously investigate contact center data, surface meaningful findings, connect them to supporting evidence, and recommend actions teams can take to improve customer and operational outcomes.
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 is based on per Agent per month. | $828.00 |
Dimensions summary
This listing uses a single pricing dimension based on the number of agents, or users. You pay a set rate per agent per month. Your total cost scales directly with how many agents you enroll. Add more agents and the monthly amount rises in proportion; remove agents and it falls. There are no separate tiers, instance sizes, or usage add-ons to choose between. Billing follows a contract commitment, so you agree to a term for the agent count you select. This structure keeps pricing predictable and tied to your team size.
Top-of-mind questions for buyers
An agent is a user, typically a contact center representative whose voice and digital conversations the platform analyzes. Each enrolled user counts as one agent. Your monthly charge multiplies the per-agent rate by the number of agents you enroll, so the count directly reflects your team headcount.
Your charge is tied to the agent count you commit to under the contract. Adding agents raises the monthly amount in proportion to the per-agent rate. Reducing agents lowers it. Because billing follows a contract term, confirm with the vendor how mid-term count changes are applied within your agreement.
The per-agent rate covers analysis across the platform, which scores 100% of voice and digital conversations rather than a sample. Each agent's calls and chats are transcribed, scored, and stitched into customer journey records. There is no separate charge based on conversation volume; cost stays tied to agent count.
www.observe.ai
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Vendor refund policy
Customer my cancel or amend their contract after the end date of the current term. During the term of an active subscription, no refunds will be provided.
Custom pricing options
Request a private offer to receive a custom quote.
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Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
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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
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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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.
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Customer reviews
Tharsnath J.
Observe Ai Delivers Clear Meeting Summaries and Helpful Reminders
Reviewed on Sep 29, 2026
Review provided by G2
What do you like best about the product?
I love Observe Ai and how it gives me all the information that comes from a meeting or discussion. Give me reminders of what occurred during the meeting.
What do you dislike about the product?
Nothing at this time, it's actually a great tool that gives you a summary of your meetings.
What problems is the product solving and how is that benefiting you?
It helps me remember what happened in a meeting in case I missed something or didn’t understand part of the discussion. That way, I can go back and capture what I missed or didn’t fully understand.
Harshvardhan Singh R.
Efficient Automation with Room for Enhanced Customization
Reviewed on Sep 19, 2026
Review provided by G2
What do you like best about the product?
I like Observe.AI's ability to analyze customer conversations and provide insights that improve support quality and team performance. The automation, analytics, and easy-to-understand reporting make it simple to identify patterns and issues, which helps in improving customer support quality. These features reduce the time spent on manual reviews and quickly surface useful insights. The initial setup was straightforward with a smooth onboarding process, and it integrates well with our existing workflows.
What do you dislike about the product?
One area that could be improved is the user interface, especially for finding specific insights and navigating large amounts of conversation data. Some reports and analytics could also be more customizable, and better integration options with other development and business tools would make the platform even more useful. I would like to see more flexibility in customizing dashboard reports and analytics based on specific team requirements. Better API support for easier setup with third-party tools, more ready-made connectors, and improved documentation and configuration options would make integrations easier to manage.
What problems is the product solving and how is that benefiting you?
Observe.AI automates conversation analysis, reduces manual review time, highlights trends, and improves support quality and team performance. It integrates well with existing systems and enhances workflows through actionable insights.
Irfaana H.
Practical Insights Enhance Customer Interaction
Reviewed on Sep 15, 2026
Review provided by G2
What do you like best about the product?
I really appreciate how much easier Observe.AI makes it to understand what's actually happening in customer conversations without having to review everything manually. The insights provided are genuinely practical, not just more data to sift through. I find the conversation analysis, automated quality assurance, search, and reporting tools particularly valuable. The ability to quickly search across interactions and narrow them down by specific topics or behaviors is super helpful when I'm trying to investigate an issue. Also, the initial setup of Observe.AI was very simple, which I found convenient.
What do you dislike about the product?
Observe.AI has a lot of functionality, which is useful. But it can take some time to understand where everything sits and how to get the most value from the different tools. I've also found that AI-generated insights aren't always perfect, especially when a conversation has a lot of context, industry-specific terminology, or an unusual customer query. In those cases, I still prefer to review the interaction myself before making any decisions based on the results. I notice it most with conversations that are more complex or don't follow a straightforward support flow. For example, when a customer starts with one issue and then mentions several related problems, changing the direction of the conversation as more information comes up, the AI can sometimes focus on one part of the interaction and miss some of the wider context.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to quickly analyze customer interactions, spot recurring issues, and gather insights to improve support processes, saving me the manual effort of reviewing large volumes of conversations.
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.