Sold by: Observe.AIÂ
Deployed on AWS
At Observe.AI, we help businesses and their customers unlock extraordinary outcomes by using AI to drive real impact at scale. Our Post-interaction AI suite analyzes 100% of customer interactions in the contact center to surface insights across the enterprise, and drive winning behaviors in the contact center that increase revenue, improve retention, and optimize efficiencies and compliance.
Overview
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Observe.AI Auto QA
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Observe.AI Manual QA
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Observe.AI Coaching
Get a line of sight into every customer interaction across all channels, and surface key insights and learnings that draw out the best in your agents. By leveraging Observe.AI best-of-class conversation intelligence platform, our Post-Interaction AI suite identifies issues and opportunities present in customer interactions through consistent and objective performance evaluations, leading to more effective agent coaching, greater customer experience, reduced operational costs, and better compliance.
Make QA work for you Fully automate your QA through our AI-powered solution to analyze 100% of all customer conversations across all channels, and easily identify key topics and critical moments that matter so you can reduce scorecard review times by 40%. Achieve unmatched accuracy and QA automation with calibration and evidence, so your analysts can refocus on reviewing questions with greater complexity that require a more human touch, all at scale. Easily surface recurring issues and pain points in the customer journey with advanced analytics, and proactively take steps to drive better business outcomes.
Coach on data, not on hunches Turbocharge your ability to provide effective coaching at scale with the power to analyze all customer conversations. Supervisors can leverage data-driven insights and trends, and turn these learnings to deliver targeted coaching that pinpoint specific areas for improvement with timely feedback. Easily track and monitor individual and team progress, and identify winning behaviors that can be replicated at scale that lead to better performance and accountability by setting teams up for success.
Seamless collaboration between AI and human agents Under our single AI platform, Post-Interaction AI insights can provide dynamic, live guidance to human agents in real time, and can quickly design, test, and deploy AI agents based on the best behaviors and practices of top performing agents. Our ability to impact every touchpoint in the customer journey from end-to-end empowers business leaders to transform contact centers from cost centers to value centers.
Highlights
- Accelerate QA evaluations with high accuracy: Auto QA leverages our AI-powered conversation intelligence platform to record, transcribe, and analyze 100% of customer conversations. Surface key topics and critical moments within interactions to accelerate objective and effective QA efforts. Eliminate the need to complete time-consuming scorecards for routine evaluations with evidence-backed calibration, and use Manual QA to simplify QA workflow management for all teams at scale.
- Bring out the best in every agent: Coaching provides a holistic view of all agent performances, and effectively monitors and tracks the performance, trends, and progress of individuals and teams of agents across all KPIs and relevant metrics. Supervisors can leverage data-driven insights and evaluation scores to deliver timely, personalized coaching based on consistent behaviors, not outliers, to set their teams up for greater success.
- Turn conversation intelligence into actionable insights: Advanced business analytics and powerful reporting tools allow contact center leaders to surface underlying issues, investigate trends, and inform strategic decisions that lead to better outcomes. Take advantage of out-of-the-box and custom dashboards to showcase insights, including GenAI-powered sentiment analysis and contact reasons to quickly take proactive measures that drive better customer experience and real business results.
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 is based on per Agent per month. | $828.00 |
Vendor refund policy
Customer my cancel or amend their contract after the end date of the current term. 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)Â .
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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
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
0 ratings
0 AWS reviews
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229 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Sammy P.
Observe.AI has been a welcome addition to my business
Reviewed on Jul 23, 2025
Review provided by G2
What do you like best about the product?
As a QA leader in healthcare, where empathy and compliance are both critical, Observe.AI has helped us completely rethink how we define and measure quality. In the past, quality was often limited to manual audits focused on script adherence and regulatory checkboxes. But with Observe.AI, we’ve been able to look deeper, analyzing every interaction for both clinical accuracy and emotional intelligence.
This is especially important in healthcare, where patients are often in vulnerable situations. Observe.AI allows us to ensure that agents aren't just meeting HIPAA and regulatory standards, but also delivering compassionate, patient-centered communication, and at scale. We're no longer relying on limited call samples; we're capturing insights across 100% of interactions, which gives us a much clearer picture of quality across the board.
It’s helped us shift from reactive quality assurance to proactive performance coaching — guiding agents with real-time feedback and trend data. And because healthcare is such a trust-based industry, this ability to balance empathy and compliance in every conversation is truly invaluable.
This is especially important in healthcare, where patients are often in vulnerable situations. Observe.AI allows us to ensure that agents aren't just meeting HIPAA and regulatory standards, but also delivering compassionate, patient-centered communication, and at scale. We're no longer relying on limited call samples; we're capturing insights across 100% of interactions, which gives us a much clearer picture of quality across the board.
It’s helped us shift from reactive quality assurance to proactive performance coaching — guiding agents with real-time feedback and trend data. And because healthcare is such a trust-based industry, this ability to balance empathy and compliance in every conversation is truly invaluable.
What do you dislike about the product?
One area we’ve experienced some challenges with is the accuracy of moment detection, particularly when it comes to profanity. We've seen instances where the system flags false positives, often due to words that sound similar to profanity but are actually appropriate in context. This creates some noise in our QA process and requires additional manual review to validate.
Additionally, while the platform does a strong job of identifying QA themes, there’s an opportunity to go further by pairing those insights with more actionable recommendations. Currently, once a theme is surfaced, there’s limited support in terms of built-in suggestions or coaching strategies that QA or supervisors can use to drive improvement. Having more guidance or automated next steps would help bridge the gap between insight and execution.
Additionally, while the platform does a strong job of identifying QA themes, there’s an opportunity to go further by pairing those insights with more actionable recommendations. Currently, once a theme is surfaced, there’s limited support in terms of built-in suggestions or coaching strategies that QA or supervisors can use to drive improvement. Having more guidance or automated next steps would help bridge the gap between insight and execution.
What problems is the product solving and how is that benefiting you?
We recognized early on that successful navigation requires more than just information sharing, it’s about building trust and removing friction. So, we focused on tracking and reinforcing behaviors that support that goal. For example, we were able to train agents to use motivational interviewing techniques and empathetic listening, which significantly improved our conversion rates for appointment scheduling. We used call analytics and post-call outcomes to correlate specific behaviors like asking open-ended questions, confirming understanding, or expressing empathy, with actions taken by the member. This allowed us to coach agents in real-time.
Brittany G.
Building seamless VoiceAI agents has never been easier
Reviewed on Jul 23, 2025
Review provided by G2
What do you like best about the product?
Observe.AI has completely transformed how we manage and innovate within our contact center. The platforms make it simple to gather actionable insights, review interactions, and identify coaching opportunities. On top of that, building VoiceAI agents is incredibly intuitive. We've been able to take a new use case from concept to functional prototype in hours. The tools are user friendly but powerful, allowing us to handle pretty complex scenarios seamlessly.
The partnership is also a standout. Everyone we've worked with at Observe.AI is invested in our success, proactively offering guidance, sharing best practices, and brainstorming solutions. That culture of support makes a huge difference when scaling something as impactful as VoiceAI.
The partnership is also a standout. Everyone we've worked with at Observe.AI is invested in our success, proactively offering guidance, sharing best practices, and brainstorming solutions. That culture of support makes a huge difference when scaling something as impactful as VoiceAI.
What do you dislike about the product?
Honestly, there's very little to dislike. The platform and partnership both deliver meaningful value. The only "challenge" is that we're moving so fast that sometimes we discover new use cases faster than the platform evolves, But even then, the Observe.AI team is quick to respond and iterate alongside us. It feels like we're co-creating the future of VoiceAI together.
What problems is the product solving and how is that benefiting you?
Observe.AI addresses several challenges in our contact center. First, deflecting high-volume, low-complexity calls. The VoiceAI resolves routine inquiries without requiring a live, human agent, reducing operational costs and improving the member experience. For the member experience, we've used VoiceAI to replace keypad-based IVR with natural language understanding, which means members can now explain their needs in plain language and get faster resolutions. Observe.AI also provides detailed conversation analytics, allowing us to continuously monitor key performance metrics for both our human and our VoiceAI agents.
RUBAN R.
Observe.ai review- great AI call experience
Reviewed on Mar 06, 2025
Review provided by G2
What do you like best about the product?
Amazing transcription quality which means the tool has great speech analytics and also ai insights improved our call performance, QA helped to improve our customer interactions.
What do you dislike about the product?
I am still learning , sometimes there is a miss in transcription.
What problems is the product solving and how is that benefiting you?
Operations immediately address our concerns, Plus they have great QA team to assist us. I would highly recommend this tool!
Mark C.
CA Review
Reviewed on Oct 09, 2024
Review provided by G2
What do you like best about the product?
Works efficiently, captures thought and reliable.
What do you dislike about the product?
Some of the statement/words are inaccurate.
What problems is the product solving and how is that benefiting you?
Grammar wise and posible verbatim of the conversation.
Apple Joy S.
It's a good tool.
Reviewed on Sep 18, 2024
Review provided by G2
What do you like best about the product?
The efficiency of the tool is what I liek best
What do you dislike about the product?
Some areas are not accurate for the user.
What problems is the product solving and how is that benefiting you?
Sometimes it does not generate accurate results base on the interaction of the caller and agent.