Observe.AI - Post-Interaction AI

What do you like best about the product?

The standout feature is Companion Agent, which transforms Observe.AI from passive call analysis into real-time, in-call support. It provides frontline agents with customer context before the call starts and offers live guidance, knowledge lookup, and compliance prompts during the call itself.

What do you dislike about the product?

i personally faced some issues with sentiment accuracy and setup complexity; the AI isn't always able to accurately read tone and emotion, and setting up the platform to maximize its benefits takes time.

What problems is the product solving and how is that benefiting you?

Observe.AI addresses contact center challenges such as slow manual Quality Assurance (QA), low call coverage, and subjective coaching. By using Real-Time AI, it automatically scores 100% of calls, offers live guidance, and generates post-call summaries, helping reduce agent burnout and speed up issue resolution.

What do you like best about the product?

what i like the most about observe is its ability to improve the quality and efficiency of customer interactions. Since we are a logistics company, our customer service team handles a high volume of calls with shippers, carriers, and drivers every day. This helps us to automatically analyzes conversations, generates accurate call summaries, and provides useful insights to eventually help us improve communication and resolve issues faster. It has a has a user-friendly interface, making it easy for supervisors and agents to review conversations and identify areas for improvement and opportunities.Its overall performance has been reliable, onboarding was pretty easy, and the time saved through auto summaries and monitoring has provided a good return on investment.

What do you dislike about the product?

sometimes the summaries or insights might require minor review to better include industry specific terms used in logistics. I would also like to see more customization options for quality score cards, reporting, to better match the logistics industry needs.
While it is integrating well with common contact center tools, expanding support for additional logistics and transportation systems would make implementation even more better.

What problems is the product solving and how is that benefiting you?

it helps us improve the call quality, consistency, and efficiency of communication with our customers. As a logistics company, our team handles a large number of calls with customers, shippers, and drivers every day. This AI helps by keeping automatically records, transcripts of calls, summarizes, and analyzes these conversations, reducing the amount of manual work required after each call.

What do you like best about the product?

I like that Observe.AI helps us improve the quality of our customer conversations and supports our sales team. It allows us to review calls more efficiently. The insights from call scripts and summaries help us better understand our team's performance and improve our response strategies. It's also really useful for training new employees. The software improves consistency, enhances call performance, and helps track summaries. The call transcripts are great for monitoring individual performance and paving the way for training new employees. The initial setup of Observe.AI was very easy to understand.

What do you dislike about the product?

Responses could be improved

What problems is the product solving and how is that benefiting you?

I use Observe.AI to improve the quality of customer conversations and support our sales team by reviewing calls more efficiently. It gives insights into call scripts, improving performance and training new employees.

What do you like best about the product?

Facilitate quality assessments by processing more content in less time

What do you dislike about the product?

sometimes it marks errors that are not due to following very random patterns

What problems is the product solving and how is that benefiting you?

It allows you to document interactions automatically, and this optimizes the evaluation capacity.

What do you like best about the product?

The account managers are extremely knowledgeable about the product. The platform is a tool that allows any given business to build it out for their specific needs.

What do you dislike about the product?

You will likely need a dedicated staff member to maintain it and educate other stakeholders on how to use it.

What problems is the product solving and how is that benefiting you?

Lowering AHT, improving trainings for agents due to data being visible now. Training opportunities with proof attached thanks to the Coaching section of the product.

What do you like best about the product?

Observe.AI stands out because it treats customer conversations as a real data asset—turning insights into coaching and performance improvements teams can act on right away, not just dashboards to look at.

What do you dislike about the product?

Some features can feel complex at first, and it takes time to fully learn and configure the platform to get the most value out of it.

What problems is the product solving and how is that benefiting you?

Observe.AI solves the problem of understanding and improving customer conversations at scale. Instead of relying on manual QA or gut feel, it surfaces real insights from every interaction and connects them directly to coaching and quality improvements—helping teams move faster, stay consistent, and improve customer experience without adding manual work.

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

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

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

What do you like best about the product?

It's a good name, good marketing, and effective salespeople.

What do you dislike about the product?

Three years since signing up for Observe AI all I have to show for it is a lower bank balance, a loss of trust with our revenue operations and customer support operations team about, fewer hairs on my head and more of my nails bitten.

The initial implementation was a ton of work over a three month period, which they happily charged us for, and then we never ended up seeing any value from the product at all. We all stopped using it pretty quickly after that. Their keyword matching is broken, it regularly would not ingest all calls, and it would regularly deliver wrong answers. It regularly underperformed compared to a human QA team paired with a small in-house script written by engineering plus or minus some UI functionality. The interface is slow and clunky and completely unlike any of their shiny marketing. I thought that would be the end of it but since then they hired lawyers at Observe AI to begin calling our frontline support people throughout the day harassing them because I am refusing to pay for another year of service for a product that absolutely does not work as advertised on a contract that expired more than a year ago and for service that wasn't rendered as described. They are scaring my workers and they are unwilling to enter a dialogue with me about the ethics of this.

I am in the process of doing a full retroactive with my team about how this went so wrong, and how I made such a mistake in procuring this vendor, and I will be updating this review with much more specific product detail about how they have fallen short compared to what they promised. As a former engineer myself I am completely embarrassed to have made a mistake like this and I would strongly caution any reader to think twice and consider many of the other available options. Please check back here on this review as I continue to update it with more detail.

Update: August 29th (here is what I received from my implementation team)

The quality of the product shoddy if not misleading:
Implementation took almost 6 months more than originally estimated because they couldn’t figure things out. We had to escalate and have the implementation team (initial one didn’t knew how to connect to our zendesk account and pull the recordings with the API keys and documentation in front of them)Their “AI” product is a scam. It’s nothing more than a voice to text service (transcription) and a glorified CTRL+F. If they couldn’t find the “moment” (moment = phrase for the “AI”) in the transcript, there was no contextual knowledge of the scanned text. So when “training” their AI, we had to account for all the variations of a specific word or phrase.

What problems is the product solving and how is that benefiting you?

It has only created problems and headache. We have seen no benefits.

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.

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.

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.

What do you like best about the product?

Observe.AI has completely transformed how we manage and innovate within our contact center. The platforms make it simple to gather actionable insights, review interactions, and identify coaching opportunities. On top of that, building VoiceAI agents is incredibly intuitive. We've been able to take a new use case from concept to functional prototype in hours. The tools are user friendly but powerful, allowing us to handle pretty complex scenarios seamlessly.
The partnership is also a standout. Everyone we've worked with at Observe.AI is invested in our success, proactively offering guidance, sharing best practices, and brainstorming solutions. That culture of support makes a huge difference when scaling something as impactful as VoiceAI.

What do you dislike about the product?

Honestly, there's very little to dislike. The platform and partnership both deliver meaningful value. The only "challenge" is that we're moving so fast that sometimes we discover new use cases faster than the platform evolves, But even then, the Observe.AI team is quick to respond and iterate alongside us. It feels like we're co-creating the future of VoiceAI together.

What problems is the product solving and how is that benefiting you?

Observe.AI addresses several challenges in our contact center. First, deflecting high-volume, low-complexity calls. The VoiceAI resolves routine inquiries without requiring a live, human agent, reducing operational costs and improving the member experience. For the member experience, we've used VoiceAI to replace keypad-based IVR with natural language understanding, which means members can now explain their needs in plain language and get faster resolutions. Observe.AI also provides detailed conversation analytics, allowing us to continuously monitor key performance metrics for both our human and our VoiceAI agents.