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
M S.
Observe AI Brings Powerful Voice AI Agents for Real-Time Customer Service
Reviewed on Aug 08, 2026
Review provided by G2
What do you like best about the product?
Observe AI is the best platform it brings AI agents for Automate customer service with voice AI and it assist frontline teams in real time
What do you dislike about the product?
more expensive and data overload and incomplete transcripts like users frequently report missing text and gap in conversation logs
What problems is the product solving and how is that benefiting you?
Observe AI solves the problem of low visibility and slow manual review in customer support and it is having more benefit also like time saving and better support
LOKESH G.
Observe.AI Turns Customer Conversations into Actionable Insights at Scale
Reviewed on Aug 08, 2026
Review provided by G2
What do you like best about the product?
What stands out about Observe.AI is its ability to analyze customer conversations at scale and turn them into actionable insights. Its AI-powered conversation analytics, quality monitoring, and coaching features make it easier to spot trends, strengthen agent performance, and maintain consistent customer service quality across interactions.
What do you dislike about the product?
With Observe.AI, the platform can take some time to configure and fully get value from, especially when you’re setting up integrations, workflows, and customized quality criteria. The sheer number of analytics options and features can also feel overwhelming at first, so there’s a bit of a learning curve in the beginning.
What problems is the product solving and how is that benefiting you?
Observe.AI helps address the challenge of manually reviewing large volumes of customer conversations and pinpointing areas for improvement. Its AI-powered analytics deliver useful insights into customer needs, agent performance, and recurring issues. As a result, it supports stronger quality monitoring and coaching, improves the overall customer experience, and boosts operational efficiency, while also reducing the time spent on manual reviews.
Krishan Y.
Transforms Call Analysis and QA Efficiency
Reviewed on Aug 04, 2026
Review provided by G2
What do you like best about the product?
I like Observe.AI for its accurate call transcription and AI-driven conversation analysis. It highlights important moments, customer sentiment, compliance risks, and coaching opportunities, saving significant time compared to manual reviews. The accurate transcription and analysis have made our QA process much more efficient, allowing quick review of transcripts and focusing on key interactions. The initial setup was smooth, and the implementation team provided all the guidance needed. These features together made switching to Observe.AI worthwhile as it lets us analyze 100% of calls, unlike our previous manual process.
What do you dislike about the product?
Observe.AI has been a positive experience, but there is one area that could be improved. The AI transcription is generally accurate, though it can occasionally struggle with strong accents, industry-specific terminology, or poor audio quality. Some AI-generated insights also require manual verification to ensure they are relevant. I would also like to see more customization options for dashboards and reporting along with faster processing of very large call volumes. Improving integration with additional CRM and contact center platforms would make the workflow even smoother.
What problems is the product solving and how is that benefiting you?
I use Observe.AI to automate call transcription and analysis, making quality assurance faster and more consistent. It efficiently analyzes all customer interactions, saving time by highlighting key moments and allowing targeted reviews.
Nilay Singh V.
Observe.AI for Compliance Assurance and Vendor Communication Monitoring
Reviewed on Aug 01, 2026
Review provided by G2
What do you like best about the product?
We use observe ai for vendor communication monitoring
Compliance assurance
Compliance assurance
What do you dislike about the product?
It is not good for small units, it required integration with telephone systems. It is more in price.
What problems is the product solving and how is that benefiting you?
We use observe ai for procurement discussion of bis standard purchase.
It allows to remind staff to confirm measurement accuracy and documents calibration intervals
It allows to remind staff to confirm measurement accuracy and documents calibration intervals
Shawez A.
Easy and Helpful for Call Reviews
Reviewed on Jul 31, 2026
Review provided by G2
What do you like best about the product?
I like that Observe.AI makes call review quick and easy. It saves us time by highlighting the important parts of each call, so we do not have to listen to every recording from start to finish.
What do you dislike about the product?
The dashboard can feel a bit busy at first, and I think it could be a little simpler and easier to use.
What problems is the product solving and how is that benefiting you?
Observe.AI helps us review customer support calls faster, saving time by highlighting important parts so we don't have to listen to every call from start to finish.