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.

What do you like best about the product?

Amazing transcription quality which means the tool has great speech analytics and also ai insights improved our call performance, QA helped to improve our customer interactions.

What do you dislike about the product?

I am still learning , sometimes there is a miss in transcription.

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

Operations immediately address our concerns, Plus they have great QA team to assist us. I would highly recommend this tool!

What do you like best about the product?

Works efficiently, captures thought and reliable.

What do you dislike about the product?

Some of the statement/words are inaccurate.

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

Grammar wise and posible verbatim of the conversation.

What do you like best about the product?

The efficiency of the tool is what I liek best

What do you dislike about the product?

Some areas are not accurate for the user.

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

Sometimes it does not generate accurate results base on the interaction of the caller and agent.

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

What do you like best about the product?

Ease of use,Frequency of use and there are multiple features

What do you dislike about the product?

No available screen recording on the tool

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

Evaluating calls and to monitor the standard process to make sure that users are compliant with the policy

What do you like best about the product?

The ability to create unique moments to help identify trends and provide individualized coaching. Our partners at OAI are always happy to speak with us and answer any questions we might have in a prompt manner

What do you dislike about the product?

We understand that OAI is fairly new but I have a laundry list of feature requests I'd like to see implemented in the system to help some moments be more accurate. I know that OAI is a learning machine that will adapt over time but it's unfortunate to have to play the waiting game regarding some features that I think would be helpful to include.

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

It's helping me identify trends that I can then pinpoint and use as feedback to help agents improve their customer service.

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.