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Observe.AI, a provider of Contact Center AI in San Francisco, supports customer experiences and agent performance by helping to analyze interactions, extract sentiment insights and streamline workflows. With Observe.AI, businesses transcribe interactions to coach agents while gaining visibility into…

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Easy-to-use system: Many users have expressed that Observe.AI is an easy-to-use platform that consolidates all necessary information on …
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What is

Observe.AI, a provider of Contact Center AI in San Francisco, supports customer experiences and agent performance by helping to analyze interactions, extract sentiment insights and streamline workflows. With Observe.AI, businesses transcribe interactions to coach agents while gaining visibility…

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Product Details

What is

Observe.AI, a provider of Contact Center AI in San Francisco, supports customer experiences and agent performance by helping to analyze interactions, extract sentiment insights and streamline workflows. With Observe.AI, businesses transcribe interactions to coach agents while gaining visibility into customer service operations. Observe.AI technology includes agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to contact centers.
With Observe.AI, contact centers can surface intelligence across every interaction, giving employees highly accurate, actionable feedback using coaching and evaluation workflows, and improving key business metrics.

Platform enables businesses to:
-Analyze customer conversation
-Spend less time searching for and evaluating tactical areas of conversations
-Deliver consistent CX
-Help accelerate agent performance Screenshots

Screenshot of Observe.AI Competitors Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
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Reviews and Ratings


Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Easy-to-use system: Many users have expressed that Observe.AI is an easy-to-use platform that consolidates all necessary information on one screen, allowing for quick and efficient work. This feature has been praised by numerous reviewers as it enhances productivity and eliminates the need to juggle multiple sites simultaneously.

Responsive customer service: The customer service provided by Observe.AI has received positive feedback from users. Reviewers have noted that the company's support team is instructive, useful, and shows excitement about partnering with customers. This commitment to meeting user needs and finding solutions together has been appreciated by many.

Customizable evaluation forms: The customizable evaluation forms offered by Observe.AI are highly regarded by users. These forms allow for tailored assessments and the gathering of all necessary information for coaching sessions. Several reviewers have mentioned this feature as a valuable tool in their workflow.

Inaccurate Transcription: Users have expressed frustration with the inaccurate transcription provided by Observe.AI. Some users have found that the transcriptions do not always match what was actually said in the call, making it difficult to rely on this feature for accurate record-keeping.

Missing Promised Features: Several reviewers have mentioned that Observe.AI has failed to deliver on promised features even after 18 months of use. This has left users feeling disappointed and unsatisfied with the product.

Price Increase and Additional Costs: Users are unhappy about an impending increase in prices and the need to pay for a multichannel license. They feel that these additional costs are not justified given the existing limitations of the product and its inaccurate transcription capabilities.

Users commonly recommend the following improvements and actions based on their experience with Observe.AI:

  1. Enhance the Auto QA feature by adding a forward button or a feature to advance on a specific point of the recording.
  2. Provide tools for searching specific instances of occurrences via phone or chat.
  3. Spend time upfront to set up Observe.AI correctly.
  4. Use Observe.AI for quality employee enhancement.
  5. Utilize Observe.AI for swift and customized searches to locate troubled situations/moments for CS agents.
  6. Take advantage of Observe.AI's helpfulness in assisting agents, providing feedback, and protecting employees.
  7. Partner with Observe.AI as a great product and company.
  8. Consider Observe.AI for a detailed look from the outside, saving time, and providing more visibility into data and agent quality.
  9. Utilize Observe.AI's speech recognition and API capabilities to extract insights from agent-customer dialogue.
  10. Engage with the Observe.AI team for accessibility, assistance, guidance, and expertise.
  11. Leverage Observe.AI's network of consumers to learn from their use cases.
  12. Invest time and money in having a team internally to become SMEs and super users for Observe.AI.

These recommendations highlight the importance of improving certain features within Observe.AI, investing effort in setup and training, and utilizing the platform's capabilities for quality enhancement, efficient searches, and valuable insights. Users also emphasize the positive experiences they have had with the company's customer service and suggest engaging with them for support and guidance.

Attribute Ratings


(1-3 of 3)
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Score 10 out of 10
Vetted Review
Verified User
We use for multiple purposes. We perform our for-call QA evaluations and agent performance management using the solution. We also use it to identify trends and knowledge gaps to coach the agents within the tool. Lastly, we use it to uncover insights in combination with other data. The main business problems the product addresses are the speed, accuracy, and efficiency of our quality monitoring program; It helps us with our training program, as it makes it easy to identify KPIs or process requirements we need to retrain or uptrain our agents with and it certainly helps us with legal and compliance, as it can easily identify calls that could potentially become threats for us. The scope includes all our recovery business and a good part of our BPO outsourcing operations.
  • Call transcription in English and Spanish, it's top notch, with little margin for error.
  • Sentiment detection, stikines, and ease of use
  • It's very good at integrating well with existing solutions.
  • Post-sales support is consistent and focused.
  • Working with their clients to train users and partnering up to expand your usage of the solution
  • A bit more customization of some screens to filter the data how I want is incredibly well suited for uncovering trends. The accuracy of their transcripts paired with how easy it is for any user to find insights helps us tap of data you would think would be impossible to get, or at least in a very slow and manual process (listening to call samples, 1 call at a time it’s a thing of the past now). This simplicity of use and the power of their machine learning and AI applications have proven to be particularly helpful for us to boost our agent performance and training. is still at the early stages of real-time agent assist, so I would not recommend it right now for that type of application.
  • Transcription accuracy and accesibility
  • Top notch quality assurance management functionality
  • Ease of use
  • Coaching tool
  • New team performance reporting capabilities
  • 3x times more efficiency in our QA management program, which ultimately produced savings of over 25% in QA spend
  • Boost of our sales program for a client by 17%
  • Helped us detect legal and compliance threats, has ultimately allowed us to save over 22k in legal expenditures in 2021 transcription accuracy and ease of use we found it to be on par or in many cases superior compared to other players. Their enablement, launch, and training process are hassle-free and their integration is that good. We selected because we needed a partner we could grow with, and they have not disappointed.
Zendesk Sell (formerly Base CRM), Salesforce CMS, NICE Nexidia Analytics, Talkdesk, Five9, Verint Enterprise Experience (formerly Verint Enterprise Feedback Management), CallMiner Eureka, NICE CXone (formerly NICE inContact)
Quality assurance uses it for our call quality and customer experience monitoring program; Recruiting uses it to validate post-hiring recruiting quality; Training uses it to gather insights on how effective their program was based on how compliance with process requirements our associates are; Legal uses it to trigger investigations based on potential risks detected by the solution, and Operations uses it to manage the agents' performance.
Any user can easily learn the tool but to become an internal supporter of the solution in case you run into issues, the skills required are knowledge of dialer and call recording flows, AWS and API, SQL, and databases knowledge highly desirable. There are other levels of knowledge about the tool itself I recommend trained users to practice over time to truly master it.
  • Quality assurance
  • Performance management
  • Legal, compliance
  • Recovery and collection effort
  • Sales enablement
  • Driving insights, using the transcriptions
  • Use it to assess effectiveness of training and recruiting
  • Fraud detection
  • Help our partners boost improve their own CX
  • As a workforce management tool
We are very satisfied with the features, support, follow up and value that has brought to our organization. They are also very easy to deal with and very willing to listen to recommendations to help boost the solution.
Their UI is very easy to navigate and understand. Most features are easily accessible and they seem well balanced and connected with each other. Users at our company have been trained with good proficiency levels in just a few hours, and high proficiency can be achieved in a week or less if you spend the time to practice.
  • UI navigation through different screens or features
  • Creating "moments" or events you need to search for
  • Creating QA scorecards
  • Extracting/dowloading data
  • None
Score 8 out of 10
Vetted Review
Verified User
We currently use Observe.AI in our Call Center as a Quality Evaluation tool. The tool allows us to provide real-time feedback to our agents on the quality of their call performance. The tool allows us to see how each agent compares against their peers.
  • Call audit evaluation tools.
  • Call transcription.
  • Agent Leaderboard.
  • Agent coaching tool/performance tracker.
  • Reports are limited.
  • Transcript accuracy.
  • Ability to ignore on hold messaging in call transcription.
Observe.AI continues to provide an improved environment for call auditing and agent coaching. Observe.AI is less proficient in transcription and call moments that are of value.
  • Call Auditing/Evaluation.
  • Agent Coaching.
  • Quick and easy access to call recordings and transcriptions.
  • Ease of call audits for our agents, significant time savings through reduced human effort.
  • Allowing all call audits to be managed in a central location.
  • Comprehensive Agent Dashboards to easily see agent performance and quickly identify where leadership attention is needed. provided our business a pricing structure that was attainable with our required ROI.
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), MiCloud Connect (formerly ShoreTel)
Score 10 out of 10
Vetted Review
Verified User
Revenue growth, script compliance, escalation resolution, and employee management.
  • Easy to use platform to get started and maintain.
  • Transparency on every phone call for agent coaching and customer satisfaction.
  • Revenue generation.
  • 71% increase in sales since implementation.
  • 33% decrease in customer escalations since implementation.
  • 20% increase in script compliance since implementation.
I can not think of any scenarios where Observe.AI is not well suited and believe that the use cases are limited to the imagination of the individual creating the moments. Observe.AI is like having a personal coach for each and every one of our sales and customer service personnel. We have even rolled this out to our operations team to ensure that we have compliance with company standards on all of our calls.
  • Easy to implement and scale.
  • Easy reporting functionality with dashboards and integration with Power BI.
  • Seamless integration with our telephony platform.
  • The BEST ROI we have spent in years.
  • Fraction of a penny per call.
  • Increased overall revenue and revenue by person.
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