Observe.ai Reviews

“highly customizable platform

Pros

One thing that really stood out to me is how knowledgeable the account managers are when it comes to the product. The platform itself is highly customizable so businesses can shape and build it around their own specific needs.

Cons

It�does seem like you'll probably need a dedicated team member to manage�it�and help train or guide other stakeholders on how to use�it�properly.

“realistic insights are time savers

Pros

Recently, one feature that really stood out was how well it connects with other tools. The dashboards are easy to read and the insights come across as more realistic than what I have seen from some other AI platforms. It saves a lot of time and cuts down on manual work.

Cons

It�struggles with follow-up questions or anything that depends on earlier conversation history and�it�does not always grasp the full context.�It�would be better with stronger long-conversation understanding and improved data analysis.

“Decent tool!

Pros

One feature I really rely on in OAI is the Section Score Card. It breaks each call down into categories you can choose from which makes it much easier to spot where the team is struggling. Once you pick a weak area, it pulls a filtered list of calls along with the team members involved so planning a meeting, coaching session or 1:1 becomes much more targeted. It also allows calls to be downloaded directly to my computer which is helpful when I need to share them. The search capability is also very advanced. If I only remember a specific word that a customer or agent said, I can go to the analyze tab, type in that word and it finds the call for me. We also have it integrated with Outlook and our APN calling system which adds even more convenience. On top of that the newer coaching notes feature has been a huge help. Anytime I meet with my direct reports and want to document it in OAI, the coaching notes save me a lot of time because the system reviews the customer-agent interaction, identifies improvement areas and even suggests notes for coaching. That is exactly how AI should work. It has made daily work so much better.

Cons

At this point�it�still does not recognize Spanish and that is a limitation for us since a large portion of our customers are Spanish-speaking.

“Valuable tool overall

Pros

Observe.AI�turns customer conversations into a valuable source of data, giving teams actionable insights they can use right away for coaching and performance improvement instead of just presenting dashboards to review.

Cons

Certain features can seem a bit complicated at the beginning and�it�does take some time to learn and set�it�up properly to get the full benefit from�it.

“has modern AI features

Pros

From a customer interaction analytics standpoint,�Observe.AI�delivers a lot. It gives us complete visibility into efficiency and reliability which has been extremely valuable. The platform also comes with modern features, including AI Copilot, that offers real-time agent guidance and conversation intelligence with very strong sentiment analysis. Its focus on compliance and integrations also helps support long-term scalability. Another big advantage is its global presence since it can be used across virtually any country. On top of that it supports a wide variety of industries such as technology, healthcare, insurance and more.

Cons

That said�it�can be quite complex and managing�it�well requires a high level of precision. There also seem to be some hidden dependencies or prerequisites which can make�it�harder to fully understand�its�actual value and everything�it�is capable of.

“seems like a broken product

Pros

At most, the company has a catchy name, polished marketing and a sales team that knows how to sell.

Cons

Three years after signing with the company, all I really have to show for�it�is less money, damaged trust with our revenue operations and customer support teams, a lot of stress and plenty of frustration. The initial rollout alone took an enormous amount of work over roughly three months which they were more than happy to bill us for and in the end we never got any real value from�it. People across the team stopped using�it�fairly quickly. The keyword matching never worked reliably, calls were often not fully ingested and�it�regularly returned incorrect results. On a consistent basis,�it�performed worse than a human QA team using a lightweight internal script built by engineering, aside from offering some extra UI features. The interface itself is slow, awkward and nothing like the polished image presented in their marketing materials. I assumed the disappointment would stop there but�it�got worse.�The company�brought in lawyers who started calling our frontline support staff throughout the day and pressuring them because I refused to pay for another year of a product that did not work as advertised, tied to a contract that had already expired more than a year earlier, for services that were not delivered as promised. That behavior has frightened my employees and�the company�has shown no willingness to have a real conversation with me about how unethical this is. At this point I am doing a full retrospective with my team to understand how this procurement decision went so badly and how I ended up choosing this vendor. I plan to keep updating this review with more specific product details about the gap between what was promised and what was delivered. As someone with an engineering background, I am honestly embarrassed that I made this call and I would strongly urge anyone considering this vendor to think carefully and evaluate other options first. Update from August 29, based on feedback from my implementation team. The product quality was poor, if not outright misleading. Implementation ended up taking nearly six months longer than originally estimated because their team could not sort out basic issues. We had to escalate because the first implementation team did not even know how to connect our Zendesk account and retrieve recordings despite having the API keys and documentation right in front of them. The so-called AI feels like a scam. In practice,�it�was little more than transcription plus an overhyped CTRL+F search. If�it�could not locate the exact moment, meaning the target phrase in the transcript, there was no real contextual understanding of the text at all. During training, we had to manually account for every variation of a word or phrase ourselves which made the whole AI claim feel extremely misleading.

“helps us a lot

Pros

Working in healthcare QA, where both empathy and compliance matter every day,�Observe.AI�has really changed how we look at and measure quality. Before using it, our quality process relied heavily on manual audits that mostly focused on script compliance and regulatory requirements. With�it,�we can go much further by evaluating every interaction for both clinical accuracy and emotional intelligence. That matters a lot in healthcare since patients are often in sensitive and vulnerable situations. The platform helps us confirm that agents are not only following HIPAA and other regulatory expectations but also communicating in a compassionate, patient-focused way at scale. Instead of depending on a small sample of calls, we now get visibility into 100% of interactions which gives us a far more complete understanding of quality across the organization. It has also helped us move away from a reactive QA model and toward proactive coaching, using real-time feedback and trend insights to support agent development. In a field built so heavily on trust, being able to consistently balance empathy with compliance in every conversation has been extremely valuable.

Cons

One challenge we have run into is how accurate the moment detection is especially with profanity. Sometimes it marks false positives because certain words sound like profanity even though they are completely fine in context. That adds extra work to the QA process and our team has to spend more time manually checking those moments. Another area for improvement is turning identified QA themes into clearer actions. The tool does a good job spotting patterns and themes but it doesn't offer much practical advice on what to do next. After a theme is found, there isn't much guidance on suggested next steps or coaching tips that supervisors and QA teams can use right away. More automated direction or improvement recommendations would make it much easier to go from finding an issue to actually fixing it.

“powerful and simple tools

Pros

It�has completely changed the way we run and improve our contact center. The platform makes it easy to pull useful insights, evaluate interactions and spot coaching opportunities. On top of that creating VoiceAI agents is very easy too. We've been able to move from a new idea to a working prototype in just a few hours. The tools are user friendly while still being powerful enough to support fairly complex scenarios without getting in the way. The partnership is another huge plus. Every person we've worked with at�Observe.AI�seems genuinely invested in helping us succeed, whether that means offering proactive guidance, sharing best practices or helping think through solutions. That level of support makes a real difference when you're scaling something as important as VoiceAI.

Cons

There's honestly not much to complain about. Both�it�and the team provide real value. If I had to point to one challenge,�it's that we're moving so quickly that we sometimes uncover new use cases faster than�it�can fully keep up. Even then, the team responds quickly and continues iterating with us.�It�genuinely feels like we're building the future of VoiceAI together.

“Simple search filtering options

Pros

One thing that really works well is the search and filtering setup. It's simple to pick exactly what you want to see from the left-hand side instead of digging through a huge list which saves time. It's also useful that you can go back and edit your work or delete it completely if you need to start over.

Cons

Aside from the text issue that comes up when reading conversations, I cannot really think of anything else that needs improvement.

“packed with strong features

Pros

A big reason we use�Observe.AI�is being able to go back through calls and read the transcripts without hassle. The scoring tools for the QC/QA team are genuinely useful as well and the auto-suggested ratings have been a really strong feature for us.

Cons

The transcription turnaround could be quicker.

“support is not the best

Pros

With a much broader product lineup now, speech analytics feels like just one small part of everything they offer. They keep improving the platform and bugs are very uncommon, if they show up at all.

Cons

Something seems to have shifted with their leadership. Customer service used to be excellent but now�it�turns into long back-and-forth email threads that often feel like they end in an upsell. The product itself is strong, yet they no longer appear to have the account managers needed to properly support�it.

“powerful transcription and reporting

Pros

Having conversations transcribed cuts down a lot of the evaluator's workload during assessments since keywords that act as interaction indicators can be searched quickly instead of having to replay the entire call. The reporting dashboard is also very flexible, with plenty of reporting options available based on different client requirements.

Cons

Setting up Moments can take a fair amount of time but�it�offers enough resource guides and support contacts to provide helpful direction and assistance making the process much more manageable.

“helpful call insights

Pros

Being able to go back and review calls whenever needed has been very useful. You can also follow along with the transcript and for the most part it's pretty accurate. A few words might get missed here and there but that's understandable since the system won't always catch everything being said. The more I use it, the more helpful features I keep noticing that I can apply to improve my calls.

Cons

One thing that bothers me about�it�is that�it�sometimes mixes up who is speaking. Something I said may show up as if the caller said�it or the other way around.�It�also occasionally marks dead air even when someone is actually talking so that part can be inaccurate.

“amazing speech analytics boost

Pros

The transcription quality has been excellent which makes the speech analytics very effective as well. The AI insights have helped improve our call performance and the QA features have made a noticeable difference in how we handle customer interactions.

Cons

I am still getting familiar with�it and there are times when the transcription misses a few things.

“reliable for call capture

Pros

It runs efficiently, captures conversations well and feels dependable overall.

Cons

A few statements or words still come through inaccurately at times.

“efficient software

Pros

The thing I appreciate most about this tool is how efficient it is.

Cons

Some parts of it are still not very accurate for the user.