Observe.AI - Screen Recording

What do you like best about the product?

What I like best about Observe.AI is how it makes it easier to understand customer conversations and identify areas where we can improve. The AI-powered insights save a lot of time compared to manually reviewing calls, and the interface is pretty easy to use. I also like that it helps teams spot trends and improve the overall customer experience.

What do you dislike about the product?

Sometimes the insights can be a bit inaccurate, so I still have to go through the calls manually to make sure everything is correct. It can also take some time to get used to all the features, and the interface feels a little overwhelming at first. Overall, it's useful, but I think there’s room to improve the accuracy and make it easier to use.

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

Observe.AI helps solve the problem of manually reviewing customer conversations and identifying areas where things can be improved. It makes it easier to understand customer interactions, spot common issues and get useful insights without having to go through every conversation individually. For me, it helps save time, improve efficiency and get a better understanding of customer needs. It also helps identify gaps and areas where we can improve the overall customer experience.

What do you like best about the product?

To be honest, what I like most is that it automatically transcribes and grades basically 100% of our customer calls. Before this, we were only randomly sampling a couple of calls here and there, and it didn’t give us the full picture at all. Now we have real visibility into the issues customers are actually facing when they’re dealing with our products. On top of that, the sentiment analysis feature is really helpful for spotting friction points early in our onboarding funnel, so we can adjust our operations before things get messy.

What do you dislike about the product?

I’d say the main thing is that setting up very specific compliance rules or mapping out really complex customer workflows takes a good bit of effort initially. The plain-English AI tool they have does help, but when you have products with lots of tiny operational details that change fast, you still have to spend some time fine-tuning things so the AI doesn't flag false alarms during compliance checks. Also, the UI can feel a tiny bit laggy sometimes when you are trying to pull up heavy reports real quick.

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

The big problem it's solving for us is scaling our QA without needing to hire a massive team just to listen to audio files all day. It automatically evaluates our post-interaction data and gives automated coaching tips to our front-facing teams. This helps us ensure that everyone talking to our customers stays on script and maintains a good quality standard, which has definitely helped with customer retention and keeping people happy with our products.

What do you like best about the product?

What I like best about Observe.AI is its ability to automatically analyze customer conversations and provide actionable insights. The platform makes it easier to monitor call quality, identify coaching opportunities, and track performance trends through intuitive dashboards. It helps reduce manual review efforts and improves overall visibility into customer interactions.

What do you dislike about the product?

While the platform provides valuable insights, some reporting and dashboard customization options could be more flexible. New users may also need some time to become familiar with all available features and settings.

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

Observe.AI helps reduce the time spent manually reviewing customer interactions by automatically analyzing conversations and highlighting important trends. Instead of listening to large numbers of calls individually, we can quickly identify coaching opportunities, common customer concerns, and quality issues. This improves visibility into customer interactions, helps maintain service standards, and allows teams to focus on improving the overall customer experience.

What do you like best about the product?

Observe.AI makes call reviews and quality checks easier.. automated transcription and insights seem really useful and can save lot of manual work.

What do you dislike about the product?

initial setup can be a bit confusing, and it takes some time to get familiar with all the features. reporting could little more flexible too.

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

Earlier we had to spend lot of time reviewing calls manually. it's easier to track call quality and spot issues using AI insights. It helps save time and makes the overall review process much smoother.

What do you like best about the product?

It's AI agent for customer support...

What do you dislike about the product?

inaccuracies in automated call scoring, transcription struggles

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

Resolves customer requests across voice and chat automatically

What do you like best about the product?

What I like about Observe.AI is that it helps teams understand what’s really happening in customer support conversations, rather than relying only on call volumes or basic performance reports. In organisations where service desks or contact centres handle a high volume of enquiries, it can be hard to spot repeated issues when everything has to be reviewed manually.

From an IT operations management perspective, I can see how it’s relevant for teams that provide customer facing technical support or work closely with a contact centre. Conversation insights can surface recurring complaints and communication gaps that may need deeper investigation. Overall, it gives managers an additional source of information to use when assessing service quality.

What do you dislike about the product?

The platform is primarily geared toward contact centre operations, so it isn’t a substitute for tools used to monitor servers, manage incidents, or track IT service requests. How much value it delivers really depends on the type of support environment the organisation runs. I’d also want the reporting to slot into existing operational reviews and routines, rather than creating extra work for the team.

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

When a support team keeps receiving the same kinds of complaints, it can be hard to spot the underlying pattern if you only look at cases one by one. Observe.AI helps analyse conversations and surface recurring issues that deserve closer attention.

This can be especially useful for customer-facing support teams, where service quality and communication are part of the operational targets. That said, for core IT service management work—such as incident prioritisation, change management, and infrastructure monitoring—a dedicated ITSM or observability platform would be more directly relevant.

What do you like best about the product?

Great optimisation for the contact centre. Decent user interface, clear and easy to use. Good price plan also. The AI works well at refining agent activity.

What do you dislike about the product?

Online support is somewhat lacking. Improvements can be made here.

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

Sales and business development.

What do you like best about the product?

I had a great experience with Observe.AI for our customers’ needs. The customer experience was handled well and given priority. I also appreciated the strategic partnership with AWS and Zoom. Setup was easy and smooth.

What do you dislike about the product?

I had some challenges with transcription and audio nuances. Observe.AI seemed to struggle with local and multiple accents, as well as technical inputs. The pricing also felt high for beginners, and it was the reason I didn’t go ahead after the trial period.

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

I value Observe.AI’s strategic partnership with AWS and Zoom.

What do you like best about the product?

I really love this one, Observe.AI aids me in comprehending the effectiveness of my calls without manually reading each one. I can easily identify what I've done right, what I should do better, and what I should do differently the next time I have a customer conversation.

What do you dislike about the product?

The only thing I don't like about Observe.AI is that some of the suggestions and ideas need to be reviewed before I can take action on them. While it can be a great help to understand the conversations between customers, I find getting up to speed with the platform's interface can also take time, and locating specific call details or reports isn't always as easy as I'd like.

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

The task of customer service review is difficult when there are so many customer calls to process, and AI can help address this challenge by determining where customer service can be improved. It will allow you to quickly identify common customer issues, assess the performance of your agents, and find coaching opportunities without having to listen to each one of your calls individually. This really saves time and allows me to see what is working and what areas I need to work on with my team.

What do you like best about the product?

I like how Observe.AI simplifies calls and quality assurance through AI insights. I value automated call scoring, conversation analytics, and call transcription. It helps with the challenge of manually reviewing calls and improves the efficiency of call monitoring.

What do you dislike about the product?

I’d like the reports and dashboards to be more customizable and provided faster.

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

Observe.AI helps me solve the challenge of manually reviewing calls.