Observe.AI Reviews

User Rating

4.8/5 (Based on 233 Ratings)

Rating Distribution

Excellent
79.8%
Very Good
17.2%
Average
2.1%
Poor
0.4%
Terrible
0.4%

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Review Summary

User reviews of Observe.AI highlight its user-friendly interface and helpful features for call quality assurance and coaching. The platform's transcriptions, timestamps, and built-in analytics tools are consistently praised for their ease of use and ability to enhance productivity. However, some users express concerns about the accuracy of transcriptions, incomplete call recordings, and the time it takes for calls to become available. Additionally, a desire for more robust search capabilities and customization options is noted. Overall, Observe.AI is viewed as a valuable tool for improving customer service and agent performance, though some improvements in functionality and data completeness would be welcome.

Pros

Observe.AI is incredibly userfriendly, making it easy to find calls and utilize the system.
Helps managers efficiently review employee calls, identifying key areas for feedback.
Offers valuable insights to enhance agent development and customer service skills.
Provides a comprehensive and convenient platform, combining call recordings, transcriptions, and evaluation forms.

Cons

Finding coaching notes can be cumbersome due to a complex navigation process.
Transcription accuracy can be inconsistent, requiring manual review and correction.
Data uploads can be delayed, particularly when call flows are incomplete.

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Reviews

Brittany G

July 23, 2025 Source: G2.com

Building seamless VoiceAI agents has never been easier

What do you like best about Observe.AI?

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.

What do you dislike about Observe.AI?

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.

Recommendations to others considering Observe.AI?

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 Observe.AI 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.

Sammy P

July 23, 2025 Source: G2.com

AI has been a welcome addition to my business

What do you like best about Observe.AI?

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.

What do you dislike about Observe.AI?

Recommendations to others considering Observe.AI?

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.

What problems is Observe.AI solving and how is that benefiting you?

Verified User in Information Technology and Services

July 15, 2025 Source: G2.com

Observe Helpdesk Review

What do you like best about Observe.AI?

One of the primary points of use for us is the ability to review calls and also read transcripts. The scoring functionality available for your QC\QA team is also beneficial, and the auto-suggested ratings is a very solid feature.

What do you dislike about Observe.AI?

Transcription response rates could also be faster.

Recommendations to others considering Observe.AI?

What problems is Observe.AI solving and how is that benefiting you?

If you're seeking a quality employee enhancement suite, as well as tools that allow you to search specific instances of occurrences via phone or chat, this is it.

Asim R

April 14, 2025 Source: G2.com

Best tool to Pin point your areas of Improvement

What do you like best about Observe.AI?

In OAI under the Section Score Card, it breaks down all the aspects of a call into catagories that you can select from.

What do you dislike about Observe.AI?

Recommendations to others considering Observe.AI?

you select an area where you think your team is showing weeknesses, and than you will get a filtered file with calls and name of team members and plann you next meeting., Coaching or 1:1 session.

What problems is Observe.AI solving and how is that benefiting you?

Jose Cyprus O

March 13, 2025 Source: G2.com

My Obseve AI Experience

What do you like best about Observe.AI?

The ability to transcribe conversations reduces the amount of workload an evaluator does in completing an assessment as keywords that can serve as interaction indicators can easily be searched rather than listening to the full length of the call.

What do you dislike about Observe.AI?

Recommendations to others considering Observe.AI?

The Reporting Dashboard view also allows a myriad of reporting options depending on the client needs.

What problems is Observe.AI solving and how is that benefiting you?

Building up Moments can be time-consuming but OAI has sufficient resource guides and persons that can provide insight and assistance to make this seamless and seemingly easy.

Leland S

March 8, 2025 Source: G2.com

Very good program

What do you like best about Observe.AI?

I like that we can review our calls whenever we need to. One can read along with the call; it is mostly pretty accurate. There may be some missing words here or there, but you have to understand that sometimes the program does not pick up what is being said. The more and more I use it, the more and more I find something helpful that I can use to better my calls.

What do you dislike about Observe.AI?

The part that I personally dislike about Observe.AI is that sometimes there may be a mixup in who was speaking. I could have said something, but it states that the caller said it. Or vica verca. The program will also record dead air even when there is someone talking and not having dead air.

What problems is Observe.AI solving and how is that benefiting you?

The problem that is being solved with this program is that we can go over what the call was about. We can then try to find areas where we are having an issue and find a way to correct this on future calls.

RUBAN R

March 6, 2025 Source: G2.com

ai review- great AI call experience

What do you like best about Observe.AI?

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 Observe.AI?

I am still learning , sometimes there is a miss in transcription.

What problems is Observe.AI 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! Observe.

Mark C

October 9, 2024 Source: G2.com

CA Review

What do you like best about Observe.AI?

Works efficiently, captures thought and reliable.

What do you dislike about Observe.AI?

Some of the statement/words are inaccurate.

What problems is Observe.AI solving and how is that benefiting you?

Grammar wise and posible verbatim of the conversation.

Apple Joy S

September 18, 2024 Source: G2.com

It's a good tool.

What do you like best about Observe.AI?

The efficiency of the tool is what I liek best

What do you dislike about Observe.AI?

Some areas are not accurate for the user.

What problems is Observe.AI solving and how is that benefiting you?

Sometimes it does not generate accurate results base on the interaction of the caller and agent.

zheena vi d

August 27, 2024 Source: G2.com

Very helpful

What do you like best about Observe.AI?

observe.Ai can help me observed in the meeting effeciently

What do you dislike about Observe.AI?

none so far. everthing went well. great Ai application

What problems is Observe.AI solving and how is that benefiting you?

it helps me notate on all my meetings

Observe.AI Reviews

User Rating

Rating Distribution

Do You Use Observe.AI?

Review Summary

Pros

Cons

Brittany G

Sammy P

Verified User in Information Technology and Services

Asim R

Jose Cyprus O

Leland S

RUBAN R

Mark C

Apple Joy S

zheena vi d

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