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
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Observe.AI - Agent Assist
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Observe.AI - Knowledge AI
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Observe.AI - Summarization AI
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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
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Delivery method
Deployed on AWS
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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 |
Dimensions summary
This listing uses one pricing dimension based on the number of agents, or users, per month. You pay per agent, so your cost scales directly with how many agents use the product. As you add or remove agents, your monthly charge changes to match that count. Because this is a contract, you commit to a set term and agent quantity. There are no separate tiers, instance sizes, or usage add-ons to choose from. The real-time AI capabilities apply across your covered agents under this single per-agent structure.
Top-of-mind questions for buyers
An agent is one contact center user who works with the real-time AI tools during customer conversations. Each active agent using the product counts toward your monthly total. Your charge reflects the number of agents covered under your contract, not the number of calls or interactions they handle.
Cost scales directly with your agent count each month. Adding agents raises your monthly charge; removing them lowers it, based on the per-agent rate. Because this is a contract, you commit to a set term and agent quantity, so changes to your committed count are handled through your agreement.
Each covered agent gets real-time guidance during live conversations. This includes on-screen scripts, alerts and prompts, knowledge-base search for instant answers, and automated call summaries after each interaction. Supervisors can monitor active conversations. All these capabilities apply across your covered agents under the single per-agent structure.
www.observe.ai+2
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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) .
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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.
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Customer reviews
Javier C.
Streamlines Customer Service Calls with a Reliable Voice AI Agent
Reviewed on Aug 15, 2026
Review provided by G2
What do you like best about the product?
It nice to have it as support for the people who work in customer service. It helps a lot to handle the calls and get notes faster of the problems. The interface works more easily, and the voice AI agent works well for predictable interactions with customers.
What do you dislike about the product?
Well, the data analysis needs to be improved. Another improvement is that when the chatbot detects the client's request, it needs to be carefully reviewed because it can make errors in scheduling or in identifying potential and important problems.
What problems is the product solving and how is that benefiting you?
It take notes and the work make it easier the AI analytics for simple problems can be solve with the chatbot and this means that it not necessary to talk with a customer service person also companues as doordash use it and works best with large companies too, the intereaction become complicated and the chatbot can handle improving each time so this AI helps alot when it a request or a problem.
Shaunak J.
Great QA Automation and Search Filters, but Word Detection Needs Work
Reviewed on Aug 14, 2026
Review provided by G2
What do you like best about the product?
Post-call QA automation, highly intuitive search filters for pinpointing specific moments in calls, and fast implementation times.
What do you dislike about the product?
It struggles with word detection when there are heavy accents, background noise, or overlapping speech, which then leads to issues with downstream evaluation.
What problems is the product solving and how is that benefiting you?
It helps address inefficient manual QA sampling, reduces high after-call work time, and closes blind spots in understanding customer sentiment.
Ayush A.
Observe.AI Turns Customer Conversations into Actionable Insights
Reviewed on Aug 14, 2026
Review provided by G2
What do you like best about the product?
What I like most about Observe.AI is its ability to transform customer interactions into actionable insights. Its AI-driven conversation analysis, real-time monitoring, and automated quality assessments help improve agent performance, identify trends, enhance customer experiences, and drive operational efficiency.
What do you dislike about the product?
What I dislike most about Observe.AI is that the platform can sometimes feel complex to navigate, especially for new users. Certain features may require additional training and customization, and occasional inaccuracies in AI-generated insights can require manual review and validation.
What problems is the product solving and how is that benefiting you?
Observe.AI solves the challenge of manually reviewing and analyzing large volumes of customer interactions. As a CA, it helps me identify process gaps, monitor compliance, assess risks, and gain actionable insights faster, improving audit efficiency, accuracy, and overall decision-making.
Prajwal N.
Does Observe.AI Live Up to the Hype? An Honest Review
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
The implementation was more involved than I expected. Getting it properly integrated with our legacy phone system took longer than promised, and the onboarding assumed more technical sophistication on our side than we had. If you've got a smaller IT team, budget extra time.
What do you dislike about the product?
Implementation Complexity: The search results and product positioning suggest it's not a simple plug-and-play solution. Integration with legacy systems can be time-consuming, which means smaller teams or those with limited technical resources may struggle.
What problems is the product solving and how is that benefiting you?
Observe.AI solves the problem of inefficient contact center operations by automating quality assurance across all customer calls, providing real-time coaching to agents, and deploying AI to handle routine interactions—allowing businesses to reduce labor costs, improve customer satisfaction, scale faster, and ensure compliance without sacrificing service quality. For organizations using it, this translates to shorter resolution times, fewer repeat calls, happier customers, and the ability to grow without proportionally increasing headcount.
Nks P.
Streamlined QA, Boosted Customer Satisfaction
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
I like that Observe.AI significantly reduced manual call scoring and allows us to evaluate 100% of customer interactions. Team leads can easily identify skill gaps and deliver targeted feedback to improve agent performance. The clear and customizable reporting makes tracking KPIs effortless. Observe.AI streamlines our customer support workflows tremendously. The automated scorecards and deep analytics help us instantly pinpoint customer pain points and compliance risks, making it an indispensable tool for any scaling team focused on quality assurance and agent growth. I find the exceptional speech analytics and automated QA have greatly increased our coaching efficiency and elevated overall customer satisfaction. Connecting Observe.AI to modern CCaaS platforms and CRMs is standard and done via turnkey APIs, which is fast and convenient. The setup process is largely efficient, taking days or weeks rather than months.
What do you dislike about the product?
I find that while standard accents perform well with Observe.AI, heavy regional dialects or specialized industry vocabulary, like medical codes or legal disclosures, sometimes need manual correction or custom vocabulary training. We also experience issues where cross-talk, low-bandwidth audio, and background noise can lower the speech-to-text accuracy.
What problems is the product solving and how is that benefiting you?
Observe.AI automates call scoring, allowing us to evaluate all interactions and reducing blind spots in compliance and customer sentiment. It helps deliver targeted feedback, improves agent performance, and makes tracking KPIs easy. The tool increases coaching efficiency and enhances customer satisfaction.