What do you like best about the product?

Observe.AI is very organized in offering brilliant speech analysis, which supports interactions and communication
We have obtained a solid and authentic QA, something that creates a chance of listening to customers conversations and offer solutions
The app constantly evaluates real time data, helping us arrive to specific decisions after consistently evaluating options
The implementation part is very straightforward, and setting up the application demands minimal effort
We improve the support of our customers by accommodating the insights we capture from Observe

What do you dislike about the product?

Observe misses on some areas, where it fails to capture some moments with the right clarity
The app has language limitations, more so when there is strong accents or poor audio

What problems is the product solving and how is that benefiting you?

Observe has created a sufficient QA, something that creates suitable interactions and helps us monitor our interactions effectively
We acquire the metrics of our interactions, where agents performance snd quality engagement are measured
We use Observe to coach our agents and stakeholders, and this issues a better understanding of what customers want
We have captured appropriate sentiments from our customers, and this keeps all their issues well handled
We have established a culture of operational excellence, and this supports faster identification of problems and solutions
The program has established sufficient intelligence support that helps us handle QA and other ever rising issues

What do you like best about the product?

I like that Observe.AI offers great contact center features that helps better customer communication/engagement and experience.
With this tool, we have greatly enhanced agent performance which ensures that they serve our customers better.
Thanks to AI and analytics capabilities, it is always easy to analyze customer conversations and we get helpful insights.
With AI features, our agents always know what to do and when thanks to analytics and automation help they get which boosts productivity.
Finally, I like that with Observe.AI, we're able to maintain quality when offering customer service and this is made possible by ease of review customer interactions to measure agent performance.

What do you dislike about the product?

It is sufficiently equipped with great features and using it is straightforward. It has met needs and no problems to list.

What problems is the product solving and how is that benefiting you?

We use Observe.AI for enhanced customer service and it works well. It effortlessly automates customer interaction and comes with great conversational intelligence features which helps us pick important insights.
With the tool also, we're able to measure agent performance which helps us maintain quality.
The AI features and capabilities of Observe.AI makes most processes easy.

What do you like best about the product?

Observe.AI is robust in converting all calls voices ti actionable and structured solutions that helps the company to penetrate in the market
The app has remarkable AI coaching capabilities, which helps supervisors to equip juniors with appropriate skills or information to conduct their work
Observe supports the creation of an informative and ideal QA database, which have a wide coverage
The program has accurate and timely transcription capabilities, very organized to solve the problem of language barriers
We have created a resourceful library that consists of information concerning common customer behaviors, trends and patterns

What do you dislike about the product?

Observe AI gives supervisors a huge task of trusting AJ to take customer judgement, rather than using the manual metrics
The premium version of Observe.AI which included QA automation is highly valued and price is very high

What problems is the product solving and how is that benefiting you?

Observe has eliminated the slow manual QA solution that had minimal coverage on the market
The standardization of customer experience and help services improves on brand recognition and this reduces chances for compliance or legal risks
The feedback loop is effectively automated and this makes it faster and ideal in managing business
The call voice from customers is something the vendor has translated to revenue, increasing the value of our engagement
The role that supervisors play in managing brands and customers is significantly reduced and more efficient
All customer problems that occurs are elaborated and resolved on time

What do you like best about the product?

Observe.AI is a powerful tool that accurately capture and analyzes the interactions we have with customers extensively, from chats, site visits, calls, and the likes
The program has exceptional sentiment analysis, which captures the actual sense of any customer engagement
Observe.AI has a fruitful automated QA, something that evaluates the response that customers get from our support
In matters set p, Observe.AI needs no further help or guidance due to it’s simple nature
We acquire timely guidelines on new policies and practices to keep our customers happy

What do you dislike about the product?

Observe.AI sometimes captures the wrong sentiments or moments, giving a false impression or signal to others
The program fails to manage heavy accents, which is a disturbing trend

What problems is the product solving and how is that benefiting you?

Observe.AI reviews all the conversations or interactions that we have with our clients, creating a solid foundation or understanding about their needs
We have an amazing and powerful QA solution that monitors every engagement made with our clients through the system
Observe.AI helps us build a powerful knowledge base that issues articulate answers and information to business leaders and stakeholders, including customers
The automation of call reviews and other communication channels from our clients brings high operational expenses
We get vibrant and innovative quality assurance, which brings high operational regulations

What do you like best about the product?

Observe.AI has an impressive customer interactions analytical capabilities, which gives us 100% visibility on efficiency and reliability.
The program has modern capabilities that includes AI Copilot which provides real time agent guides and conversation intelligence for brilliant sentiment analysis
Observe.AI has solid compliance and integration emphasis and this creates solid scalability
The program has a powerful global footprint that includes any country in the world
Observe.AI has a diverse range in supporting multiple industries including technology, healthcare, insurance, and others

What do you dislike about the product?

Observe.AI is a powerful tool, but high complexity is experienced and calls for high precision in management
The program has hidden dependencies or prerequisites and this makes it hard to understand it actual value and capabilities

What problems is the product solving and how is that benefiting you?

Observe.AI gives a precise visibility on how we engage and value our customers and it also transcribes all chats and calls for simplicity
The evaluation of our interactions is made efficient and professional through a consistent and automated approach
We get real time performance metrics and any compliance risks and this includes real time calls analysis and monitoring all compliance standards
Observe.AI ensures we improve our calls and the way we handle our interactions through the solid coaching process from the app
Our sales aggressively improved where we ensures our insights are positive and effective

What do you like best about the product?

Observe.AI has remarkable Conversations intelligence that facilitates in voice transcription, ensure solid email interactions, analyze voices snd manage intent or sentiments
We get timely prompt or scripts from this app, helping us manage live calls
The software has a solid QA, that automatically analyze the interactions and ensure there is compliance and dependability
The software has scalable interactions with numerous apps, more so those that entails contact centers, has CRM, and supports knowledge base

What do you dislike about the product?

The program fails in moment detection, which often gives false or inappropriate flag.
The language issues occur, where the app fails to manage multiple languages, control accents and offer high comparative view

What problems is the product solving and how is that benefiting you?

Observe.AI ensures all interactions, more so voice calls are monitored to detect quality issues and analyze sentiments
The performance of our agents are highly evaluated, their professionalism monitored and this makes it effective to understand the weaknesses and errors in the process
The software helps us automate transcription, ensure all calls have summaries and this reduces manual efforts
The program ensure high script compliance, and any sensitive information is eliminated or restricted
We comprehensively understand customer sentiments, and this helps us detect moments when they are frustrated

What do you like best about the product?

Observe.AI is a brilliant approach that analyzes 100 percent of all the interactions that a company have and transcribe any content for easy visibility
The program brings live agents that ensures efficiency in handling customer queries
The automated QA ensures there is quality valuation and score recording to improve the help scale
Observe.AI helps us in compliance, more so on matters that suits customers and ensure no risks
The program has mass scalable agents, almost 100, 000 agents

What do you dislike about the product?

Observe.AI has imperfect detection, where false positives are flagged incorrectly
The available QA lacks proper recommendations, which would make the handling of customer interactions more efficient

What problems is the product solving and how is that benefiting you?

Observe.AI has brilliant visibility, which includes QA that ensure that all interactions are precisely evaluated
The program automates most customers help measures through the deployment of a QA
Our agents performs evenly and accurately and evaluations are made consistently
The risk exposure is something the vendor helps us assess and understand
The program ensure that we remain safe and compliance, and in case unusual detections occur, speedy actions are initiated

What do you like best about the product?

Observe.AI provides the great AI Powered insights that helps in optimizing both agent performance and customer interaction. It has the ability to automatically analyses calls and transcribe them which is making it easier to spot issues like compliances concerns and missed opportunity without having to listen to every call.

What do you dislike about the product?

Observe.AI is amazing and as per my experience with it no dislikes.

What problems is the product solving and how is that benefiting you?

Observe.AI has solved many problems like manual call monitoring and quality assurance. Earlier Supervisors had to listen countless hours of calls just to spot issues or identify trends. But with the help of Observe.AI, it automatically flags key moments in calls like compliances issues, unhappy customer, sales opportunity.

What do you like best about the product?

It's a good name, good marketing, and effective salespeople.

What do you dislike about the product?

Three years since signing up for Observe AI all I have to show for it is a lower bank balance, a loss of trust with our revenue operations and customer support operations team about, fewer hairs on my head and more of my nails bitten.

The initial implementation was a ton of work over a three month period, which they happily charged us for, and then we never ended up seeing any value from the product at all. We all stopped using it pretty quickly after that. Their keyword matching is broken, it regularly would not ingest all calls, and it would regularly deliver wrong answers. It regularly underperformed compared to a human QA team paired with a small in-house script written by engineering plus or minus some UI functionality. The interface is slow and clunky and completely unlike any of their shiny marketing. I thought that would be the end of it but since then they hired lawyers at Observe AI to begin calling our frontline support people throughout the day harassing them because I am refusing to pay for another year of service for a product that absolutely does not work as advertised on a contract that expired more than a year ago and for service that wasn't rendered as described. They are scaring my workers and they are unwilling to enter a dialogue with me about the ethics of this.

I am in the process of doing a full retroactive with my team about how this went so wrong, and how I made such a mistake in procuring this vendor, and I will be updating this review with much more specific product detail about how they have fallen short compared to what they promised. As a former engineer myself I am completely embarrassed to have made a mistake like this and I would strongly caution any reader to think twice and consider many of the other available options. Please check back here on this review as I continue to update it with more detail.

Update: August 29th (here is what I received from my implementation team)

The quality of the product shoddy if not misleading:
Implementation took almost 6 months more than originally estimated because they couldn’t figure things out. We had to escalate and have the implementation team (initial one didn’t knew how to connect to our zendesk account and pull the recordings with the API keys and documentation in front of them)Their “AI” product is a scam. It’s nothing more than a voice to text service (transcription) and a glorified CTRL+F. If they couldn’t find the “moment” (moment = phrase for the “AI”) in the transcript, there was no contextual knowledge of the scanned text. So when “training” their AI, we had to account for all the variations of a specific word or phrase.

What problems is the product solving and how is that benefiting you?

It has only created problems and headache. We have seen no benefits.

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.

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.

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.