Sold by: Observe.AI
Deployed on AWS
Observe.AI Real-time AI helps contact centers improve conversations as they happen. AI listens to live calls, understands context, and delivers real-time guidance and next-best action, so agents stay on track, compliant, and resolve issues faster. Supervisors get live alerts for risks like long hold times and customer frustration, allowing them to step in before issues escalate. AI-generated call summaries reduce after-call work (ACW) and keep CRM records accurate. With real-time coaching, live monitoring, and continuous optimization, your team works smarter and delivers better customer experiences, every time.
4.6
Overview
Image
Observe.AI - Agent Assist
Image
Observe.AI - Knowledge AI
Image
Observe.AI - Summarization AI
Video
Product video
Conversations move fast, and contact centers need to keep up. Observe.AI Real-time AI empowers teams with live agent guidance, real-time supervisor oversight, and automated post-call documentation, so agents resolve issues faster, supervisors can step in when needed, and customer experiences improve across the board. Agent Assist listens in real time, analyzing conversation context to deliver AI-driven scripts, dynamic prompts, and instant answers exactly when agents need them. No more guesswork or scrambling for information, AI detects customer intent, monitors sentiment, and adapts guidance based on metadata and agent experience level, ensuring agents always know what to say next. Knowledge AI surfaces the most relevant, policy-compliant answers by pulling from internal knowledge bases, support articles, and documentation. AI-powered search and real-time updates eliminate the need for manual lookups, so agents can provide accurate, up-to-date responses without hesitation. Supervisor Assist provides real-time visibility into live interactions, alerting supervisors to compliance risks, long hold times, and negative sentiment before they escalate. With live dashboards and intervention tools, supervisors can coach in the moment, correct mistakes before they happen, and optimize agent performance in real time. Summarization AI automates after-call work by generating structured, accurate, and compliant call summaries. AI eliminates tedious manual entry, ensuring CRM records are updated instantly while redacting sensitive PII/PCI data and extracting key insights like competitor mentions or product inquiries. Customizable templates allow businesses to standardize documentation and improve efficiency. Beyond individual calls, Real-time AI enables continuous optimization through real-time reporting and AI-powered analytics. Out-of-the-box and custom dashboards track agent performance trends, script adherence, and coaching opportunities, helping teams refine training and drive long-term improvements. With live guidance, real-time alerts, and AI-driven reporting, Observe.AI helps contact centers work smarter, reduce risk, and improve outcomes, one conversation at a time.
Highlights
- Dynamic, Context-Aware AI for Real-time Coaching: Agent Assist delivers real-time prompts, AI-driven scripts, and contextual guidance, adapting dynamically based on conversation metadata, agent skill level, and call queue. Supervisor Assist provides live AI-powered alerts for compliance risks, negative sentiment, and long hold times, allowing supervisors to monitor interactions in real time and intervene proactively before issues escalate.
- Knowledge AI: Instant, Accurate Answers Without Manual Search: GenAI-powered knowledge access enables agents to instantly retrieve policy-compliant answers from support articles, legacy systems, and internal documents. Observe.AI dynamically delivers context-aware responses with multi-format support, including text, images, and structured data. AI-generated answers come with source links, ensuring clarity, compliance, and accuracy for a seamless customer experience.
- Summarization AI: Automated Post-Call Documentation: Reduce after-call work with AI-generated call summaries, CRM updates, and compliance controls. Summarization AI automates ACW, ensuring structured, accurate documentation while redacting PII/PCI data and extracting key insights like competitor mentions. Customizable templates let businesses format summaries to fit their needs, streamlining post-call workflows and boosting agent efficiency.
Details
Sold by
Categories
Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Number of Agents | Pricing based on number of Agent per month | $828.00 |
Vendor refund policy
After the end date of the subscription, the customer may cancel or amend the terms. During the term of an active subscription, no refunds will be provided.
Custom pricing options
Request a private offer to receive a custom quote.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
A ticket with the Technical Support team can be created via the Help Center: Visit the Observe.AI Help Center (https://help.observe.ai/hc/en-us ) to create a support ticket.
Once a ticket is created, the respective user can track updates directly via the Help Center.
Our team is available globally, spread across NA, EU, and APAC via different channels i.e. email, phone, and help center. Delivering well-defined operational processes and SLA, and a Customer Satisfaction score of > 94%.
Observe.AI offers comprehensive implementation support to ensure clients maximize the platform benefits beyond onboarding. This entails a dedicated project-team that assists with setup, training, and addressing technical issues, facilitating a smooth transition and ongoing operation. Clients also have access to tutorials, webinars, and documentation to optimize platform utilization. A dedicated Customer Success Manager and Technical Success Manager are assigned to provide assistance centered on technical help - including integrated channel updates and changes, change management, and ROI opportunities.
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Similar products
Real-time observability for AWS: per-second metrics, unsupervised ML anomaly detection on every metric, and Netdata AI for troubleshooting, investigations, and reports. Includes network monitoring with live topology, NetFlow and sFlow analysis, and SNMP devices and traps. Deploys in minutes with 850+ auto-discovered integrations.
Dynatrace is advancing observability for digital businesses of the future, helping to transform the complexity of modern digital ecosystems into powerful business assets. By leveraging AI-powered insights, Dynatrace enables organizations to analyze, automate, and innovate faster to drive their business forward.
The Dynatrace platform and flexible pricing model are designed to grow with your business and scale based on your demands.
Learn more at www.dynatrace.com
VeloDB Cloud: The Real-Time Analytical Database Built for Analytics and AI. VeloDB Cloud is the fully managed, cloud-native real-time analytical database powered by Apache Doris - the fastest open-source OLAP engine trusted by 5,000+ enterprises worldwide. Deliver sub-second analytics, hybrid search, and AI-ready data infrastructure from a single unified platform.
Note: The public offer supports only Pay-As-You-Go (PAYG) subscriptions. If you prefer a discounted contract, please request a private offer.
FutureAGI is an all-in-one AI agent engineering and optimization platform that lets developers easily build, test, deploy, and optimize AI applications. It surpasses traditional testing methods by using proprietary, research-driven evaluation models (patent pending) designed to rigorously benchmark and ensure real-world reliability and performance.
Customer reviews
Mitali V.
Observe.AI Turns Customer Calls into Actionable Coaching Insights
Reviewed on Jul 23, 2026
Review provided by G2
What do you like best about the product?
What stands out most about Observe.AI is how effectively it turns customer conversations into actionable coaching insights. Rather than relying on manual spot-checking, the platform automatically transcribes, summarizes, and evaluates 100% of customer calls. Its automated Quality Assurance (QA) logic and sentiment analysis quickly surface compliance risks and key friction points. Combined with real-time agent guidance, it enables supervisors to deliver more targeted coaching with clear supporting evidence. By reducing manual review time while improving consistency and accelerating training, Observe.AI helps convert raw interaction data into measurable team growth.
What do you dislike about the product?
What i dislike most is the setup friction and gaps in transcript accuracy. The initial auto-scoring and workflow configuration often require significant tuning to avoid false compliance flags, especially when dealing with custom industry jargon or thick accents. In addition, while the high-level dashboards provide strong insights, digging into more granular, customized reports can feel rigid and less intuitive. Smaller teams may also find the cost high relative to their call volume, which can make the initial onboarding and investment feel steep before they see the full efficiency gains.
What problems is the product solving and how is that benefiting you?
Observe.AI solves my biggest contact center headache: we were only reviewing 1–2% of calls and missing critical details. By automatically analyzing 100% of our customer interactions, it quickly surfaces compliance risks and recurring points of customer friction.
For our team, the impact is immediate in terms of efficiency. Automated call summaries and post-call notes save us a lot of time on administrative work. At the same time, real-time prompts help guide us through complex calls, and supervisors get concrete data to provide meaningful coaching instead of relying on guesswork. Overall, Observe.AI reduces repetitive tasks, helps cut down handle time, and gives us clear insights to improve every conversation.
For our team, the impact is immediate in terms of efficiency. Automated call summaries and post-call notes save us a lot of time on administrative work. At the same time, real-time prompts help guide us through complex calls, and supervisors get concrete data to provide meaningful coaching instead of relying on guesswork. Overall, Observe.AI reduces repetitive tasks, helps cut down handle time, and gives us clear insights to improve every conversation.
Entertainment
Strong Partnership for Resolving Complex Issues
Reviewed on Jul 23, 2026
Review provided by G2
What do you like best about the product?
I really enjoy the partnership with the team on resolving complex issues.
What do you dislike about the product?
There are things that don't fully work how we'd hope I do not know if it is the technology as a whole versus OAI. For example, the AI is not intelligent enough to determine tone correctly at a high enough percentage to use that in our AQA
What problems is the product solving and how is that benefiting you?
It helps us with AQA
Sanskar T.
Powerful Real-Time Coaching and Call Insights, but Setup and Cost Can Be Hurdles
Reviewed on Jul 22, 2026
Review provided by G2
What do you like best about the product?
1. *Real-time help* - Gives agents answers and coaching during calls
2. *Full call review* - Analyzes 100% of calls, not just a few samples
3. *Clear insights* - Shows what customers actually care about and why deals are won/lost
*Benefit:* Teams close faster, train new reps quicker, and improve customer experience without extra manual work.
2. *Full call review* - Analyzes 100% of calls, not just a few samples
3. *Clear insights* - Shows what customers actually care about and why deals are won/lost
*Benefit:* Teams close faster, train new reps quicker, and improve customer experience without extra manual work.
What do you dislike about the product?
1. *Cost* - It’s priced for mid-size and enterprise teams. Can be expensive for smaller contact centers.
2. *Setup + integrations* - Takes time to connect properly to your phone system and CRM. Out of the box it’s not always plug-and-play.
3. *AI accuracy varies* - Transcripts and sentiment are good, but with accents, crosstalk, or industry jargon it can still miss things. You still need humans to spot-check.
2. *Setup + integrations* - Takes time to connect properly to your phone system and CRM. Out of the box it’s not always plug-and-play.
3. *AI accuracy varies* - Transcripts and sentiment are good, but with accents, crosstalk, or industry jargon it can still miss things. You still need humans to spot-check.
What problems is the product solving and how is that benefiting you?
1. *Manual QA* - Reviews 100% of calls instead of just 2-3%
2. *Agent training* - Gives real-time coaching and answers during calls
3. *No visibility* - Turns conversations into data: trends, objections, sentiment, compliance issues
*How it benefits:*
Teams ramp new agents faster, improve customer experience, and find out what's actually working in sales/support without managers having to listen to hours of calls.
2. *Agent training* - Gives real-time coaching and answers during calls
3. *No visibility* - Turns conversations into data: trends, objections, sentiment, compliance issues
*How it benefits:*
Teams ramp new agents faster, improve customer experience, and find out what's actually working in sales/support without managers having to listen to hours of calls.
Anonymous
A Spectacular Time Saving with Observe.AI
Reviewed on Jul 21, 2026
Review provided by G2
What do you like best about the product?
I like how much time Observe.AI saves us. Before, we had to take a sample of the calls to analyze them, but now we can analyze them all together. Also, it was very easy to set up.
What do you dislike about the product?
everything works well
What problems is the product solving and how is that benefiting you?
Observe.AI saves us a lot of time in call analysis, as before we analyzed a sample and now we can review them all together in an automated way.
Mohit S.
Streamlined Call QA with Room for Improvements
Reviewed on Jul 21, 2026
Review provided by G2
What do you like best about the product?
I really appreciate how easy Observe.AI makes it to monitor call quality at scale. The automated QA is something we use a lot, along with call transcriptions and coaching insights. The initial setup was fairly easy and the integrations were smooth, which is definitely a plus. We use it with CRM, contact center software, and collaboration tools, which helps streamline workflows.
What do you dislike about the product?
I find the learning curve to be a bit steep for new users, and I feel that the report customization could be more intuitive. The onboarding process could be improved with more interactive product walkthroughs and product-based tutorials.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to review customer calls, automate QA, and coach agents more effectively. It eliminates the manual effort of reviewing calls, ensures consistent quality evaluations, and helps improve agent performance.