Observe.AI - Real-Time AI
Observe.AIReviews from AWS customer
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Observe.AI - A great tool for Optimizing customer interaction
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.
Observe.AI has been a welcome addition to my business
What do you like best about the product?
As a QA leader in healthcare, where empathy and compliance are both critical, Observe.AI has helped us completely rethink how we define and measure quality. In the past, quality was often limited to manual audits focused on script adherence and regulatory checkboxes. But with Observe.AI, we’ve been able to look deeper, analyzing every interaction for both clinical accuracy and emotional intelligence.
This is especially important in healthcare, where patients are often in vulnerable situations. Observe.AI allows us to ensure that agents aren't just meeting HIPAA and regulatory standards, but also delivering compassionate, patient-centered communication, and at scale. We're no longer relying on limited call samples; we're capturing insights across 100% of interactions, which gives us a much clearer picture of quality across the board.
It’s helped us shift from reactive quality assurance to proactive performance coaching — guiding agents with real-time feedback and trend data. And because healthcare is such a trust-based industry, this ability to balance empathy and compliance in every conversation is truly invaluable.
This is especially important in healthcare, where patients are often in vulnerable situations. Observe.AI allows us to ensure that agents aren't just meeting HIPAA and regulatory standards, but also delivering compassionate, patient-centered communication, and at scale. We're no longer relying on limited call samples; we're capturing insights across 100% of interactions, which gives us a much clearer picture of quality across the board.
It’s helped us shift from reactive quality assurance to proactive performance coaching — guiding agents with real-time feedback and trend data. And because healthcare is such a trust-based industry, this ability to balance empathy and compliance in every conversation is truly invaluable.
What do you dislike about the product?
One area we’ve experienced some challenges with is the accuracy of moment detection, particularly when it comes to profanity. We've seen instances where the system flags false positives, often due to words that sound similar to profanity but are actually appropriate in context. This creates some noise in our QA process and requires additional manual review to validate.
Additionally, while the platform does a strong job of identifying QA themes, there’s an opportunity to go further by pairing those insights with more actionable recommendations. Currently, once a theme is surfaced, there’s limited support in terms of built-in suggestions or coaching strategies that QA or supervisors can use to drive improvement. Having more guidance or automated next steps would help bridge the gap between insight and execution.
Additionally, while the platform does a strong job of identifying QA themes, there’s an opportunity to go further by pairing those insights with more actionable recommendations. Currently, once a theme is surfaced, there’s limited support in terms of built-in suggestions or coaching strategies that QA or supervisors can use to drive improvement. Having more guidance or automated next steps would help bridge the gap between insight and execution.
What problems is the product solving and how is that benefiting you?
We recognized early on that successful navigation requires more than just information sharing, it’s about building trust and removing friction. So, we focused on tracking and reinforcing behaviors that support that goal. For example, we were able to train agents to use motivational interviewing techniques and empathetic listening, which significantly improved our conversion rates for appointment scheduling. We used call analytics and post-call outcomes to correlate specific behaviors like asking open-ended questions, confirming understanding, or expressing empathy, with actions taken by the member. This allowed us to coach agents in real-time.
Very helpful
What do you like best about the product?
observe.Ai can help me observed in the meeting effeciently
What do you dislike about the product?
none so far. everthing went well. great Ai application
What problems is the product solving and how is that benefiting you?
it helps me notate on all my meetings
Easy and most convenient
What do you like best about the product?
Easily to track the audits and provides suggested summary/information.
What do you dislike about the product?
Sometime, the verbatim in the calls is not accurate.
What problems is the product solving and how is that benefiting you?
Observe.AI helps a lot to easily find the markdowns and other coaches of the agents.
Efficient and Effective work by using Observe.AI
What do you like best about the product?
We were able to monitor much deeper the calls that we've audited. It is easy to use, easy to implement, also the customer support went higher, we use it now more often, it is easy to integrate and the features are easy to navigate.
What do you dislike about the product?
None. Since we are just starting to use the tool, we are still in the process of getting the know it.
What problems is the product solving and how is that benefiting you?
Th Observe.AI greatly helped the business to become efficient by having the deeper analyzations on the reports, calls that we review and for the mastery.
Valuable tool with a room for enhancement
What do you like best about the product?
What I really like about Observe.AI is how easy it is to use. The plaform gives us deep insights into customer interactions without being overwhelming. The automatic call scoring and actionable feedback have been game changers for team the we support. I also appreaciate how customizable the analytics are, allowing the team to focus on the metrics that matter the most to their business. And whenever we've needed help, their tech support has been fantastic- super quick to respond and always ready to assist. Overall, its just make the job smoother and effective.
What do you dislike about the product?
Observe.AI has a lot of great features, there are few areas that could use improvement. The language support is somewhat limited, which can be a challenge when dealing with a diverse customer base. Additionally, the platforms interface, while functional, feels a bit plain and could benefit from more polished and visually appealing design. Another thing that stands out is the reporing features - they're useful but could be more robust and visually engaging. Lastly not all all features like Time in Motion for evaluations are fully integrated yet, which limits our ability to analyze performance in depth. Addressing these areas would make the platform even more powerful.
What problems is the product solving and how is that benefiting you?
Observe.AI helps address the challenge of managing and improving customer interactions efficiently. This solves the problem of manually reviewing and evaluating large volums of calls, chats and email, which is time consuming and prone to human error. By automating the call scoring and providing insights, Observe.AI helps identify key trends, coach agents and ensure consistent quality in customer service.
Observe.ai makes things easier and more effective with the insights that it can provide.
What do you like best about the product?
What I like best with Observe.ai is that it's easy to understand and use.
What do you dislike about the product?
What I don't like is that sometimes it lags when analyzing big data.
What problems is the product solving and how is that benefiting you?
Observe.ai catches negative behaviors from agent so it can be corrected right away.
They were working on contact center AI before it was a thing
What do you like best about the product?
Intuitive UX for the most part. Low code knowledge needed to operate. It's easy to navigate and teach back to the users. Once the instance is set up it is easy to deploy and onboard to users.
What do you dislike about the product?
UI is dated, handling multiple accounts and even multiple actions is not the best experience.
There still isn't a good account switcher when handling multiple instances, batch import and export of moments and keywords are not yet supports.
Form builder is not as robust for decision tree options
In-app reporting is still limited in it's functionality of being unable to do moment on moment computations.
There still isn't a good account switcher when handling multiple instances, batch import and export of moments and keywords are not yet supports.
Form builder is not as robust for decision tree options
In-app reporting is still limited in it's functionality of being unable to do moment on moment computations.
What problems is the product solving and how is that benefiting you?
Scalability and Automations. The ability to cover 100% of the interactions ensures that there is a larger coverage of all the insights found on the account. Being able to automate repeatable workflows also means that even where automations are not 100%, there is still a reduction in effort. The in app reporting also useful for high level views of the moments and analytics.
Observe.AI an Intelligent way to evaluate your agents.
What do you like best about the product?
it covers 100% of your interactions and you can get an insight as soon as possible.
What do you dislike about the product?
OAI has no screen recording and it's not free.
What problems is the product solving and how is that benefiting you?
You don't need to listen to the entire call to understand what is happening within the call.
An easy solution for QA.
What do you like best about the product?
It's always rating the agents' work, and showing tendencies over time, to provide effective coaching.
What do you dislike about the product?
The AI has to go through a thorough training before being ready to launch.
What problems is the product solving and how is that benefiting you?
Observe.AI is constantly watching over the agents' work, evaluating their processes and their customer service skills to improve the quality of their work over time. It's more precise and constant than regular Quality Assurance guidelines.
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