Observe.AI
Revolutionizes contact centers with real-time AI and analytics.. [Contact for Pricing]
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What is Observe.AI?
Observe.AI is a purpose-built AI platform for customer experience that delivers AI agents, AI copilots, and conversation intelligence for contact centers. The platform automates customer interactions with VoiceAI Agents and ChatAI Agents that handle natural, human-like conversations across voice and chat channels 24/7. It analyzes 100% of customer conversations using leading automatic speech recognition (ASR) and large language models (LLM) fine-tuned specifically for contact centers, turning unstructured data into actionable business insights.
Key features include Real-Time AI for agent assistance with contextual guidance and next-best-action recommendations, Post-Interaction AI for auto QA and personalized agent coaching, Knowledge AI that provides agents with instant GenAI responses from knowledge bases, and AskObserve for self-serve Voice of Customer insights. The platform offers continuous testing and governance with evaluation checks, audit trails, and runtime monitoring to detect drift and hallucinations. It integrates with existing contact center tech stacks including CRM, ticketing, and HRIS systems.
Observe.AI is designed for contact center operations teams, customer service leaders, sales performance teams, compliance officers, and enterprise businesses with 100-100,000 agents. Trusted by 350+ enterprises across industries including healthcare, finserv, retail, insurance, and education, the platform helps reduce average handle time by 23%, lift sales conversions by 20%, improve compliance adherence by 97%, and boost customer sentiment by 55%.
Observe.AI pricing
Pricing model: Freemium
Observe.AI uses sales-led pricing with no self-serve tiers published on their website. There is no advertised free tier. All plans require contacting the Observe.AI sales team for custom pricing negotiation. The platform offers an Enterprise plan with custom pricing that includes dedicated account manager, SLA commitments, volume discounts on per-unit costs, and procurement-friendly options like invoicing and NDAs. A free trial may be available on request via the sales team. Pricing is positioned for enterprise customers with 100-100,000 agents.
Observe.AI pros
- Analyzes 100% of customer conversations across all channels
- VoiceAI Agents handle end-to-end call automation with natural conversations
- Real-time agent assistance with contextual guidance and next-best-action
- Auto QA assesses all interactions instead of manual sampling
- Knowledge AI provides instant GenAI answers from knowledge bases in seconds
- 23% reduction in average handle time proven across 350+ enterprises
- 20% lift in sales conversions with real-time guidance
- 97% improvement in compliance adherence
- 55% reduction in after-call work with GenAI summaries
- Contact-center-specific LLM fine-tuned to minimize hallucinations
- Automatic PII detection and masking for data privacy
- SOC 2 Type II, HIPAA, and GDPR compliant with enterprise-grade security
- Scales from 100 to 100,000 agents with low latency
- Integrates with existing tech stack in as little as 6 weeks
- AskObserve enables natural language VoC questions with evidence-backed answers
- Agent leaderboard and performance tracking for coaching
- Call transcription and audit evaluation tools
- Customizable dashboards with KPI-focused reports
Observe.AI cons
- No published free tier or self-serve pricing available
- Sales-led pricing requires contacting sales for custom enterprise quotes
- Reporting capabilities are limited compared to competitors
- Only supports English and Spanish languages
- Transcript accuracy issues in some cases
- Moment detection accuracy challenges with profanity false positives
- Higher price point than alternative conversation intelligence tools
- Limited built-in coaching strategies after insights are surfaced
- Support quality can be inconsistent at times
- Hold messaging not always ignored correctly in transcription
Frequently asked questions about Observe.AI
What is Observe.AI?
Observe.AI is an end-to-end conversation intelligence platform powered by large language models and Generative AI that transforms contact centers by embedding AI into 100% of customer conversations. It provides VoiceAI Agents, Real-time AI, Post-interaction AI, and Business Analytics to automate customer service, assist frontline teams in real time, and automatically QA all human and AI interactions.
How does Observe.AI analyze customer conversations?
Observe.AI leverages leading automatic speech recognition (ASR) and contact-center-specific large language models (LLM) to analyze 100% of customer conversations across every channel. The platform turns unstructured conversation data into on-demand, business-critical insights using GenAI, with automatic PII detection and masking for privacy.
What are VoiceAI Agents?
VoiceAI Agents automate calls end-to-end or intelligently route conversations so every interaction finds the right outcome. They handle real-world speech including overtalk, interruptions, and background noise, extract entities accurately, identify caller intent across multi-turn conversations, and execute workflows with policy gates and deterministic activation.
What is Real-time AI in Observe.AI?
Real-time AI empowers agents and sellers with real-time agent assistance, contextual guidance, and after-call summaries. It drives sales conversions with next best action recommendations and contextual alerts based on customer sentiment, resolves customer queries faster with immediate GenAI answers, and eliminates 55% of after-call work with comprehensive summaries.
How does Post-interaction AI work?
Post-interaction AI improves frontline performance and contact center efficiency with auto QA and personalized agent coaching. It automates quality assurance to assess 100% of all interactions, enabling strategic data-based decisions instead of relying on limited manual call samples.
What is Knowledge AI?
Knowledge AI provides agents with instant, accurate, and easy-to-understand responses to address customer inquiries in seconds. It leverages GenAI and centralized knowledge-base access, connecting via APIs to knowledge bases and FAQs or allowing drag-and-drop file uploads. Agents get GenAI responses with links and citations to source materials.
What is AskObserve?
AskObserve empowers business leaders to get on-demand, context-rich, evidence-backed answers to any Voice of Customer question in seconds. Anyone can use natural language to ask business questions and receive fast, accurate answers based on 100% analysis of all structured and unstructured customer interaction data, with AI-powered qualitative and quantitative grouping.
Is Observe.AI secure and compliant?
Yes, Observe.AI is SOC 2 Type II, HIPAA, and GDPR-compliant. Your data is encrypted at rest and in transit with rigorous access controls and audit logs. Data is used solely for your AI Agent - they never train models or share it. The platform includes automatic PII detection and masking, audit trails for policy adherence, and industry-leading security controls.
What integrations does Observe.AI support?
Observe.AI connects with all critical business systems both on-prem and in the cloud, including CRM, ticketing, HRIS, and other tools teams already use. The solution was designed for easy integration and can be connected in as little as 6 weeks. It integrates seamlessly with existing contact center tech stacks whether cloud or on-prem.
What companies use Observe.AI?
Observe.AI is trusted by 350+ enterprises across the globe including companies in healthcare (Accolade, Affordable Care), finserv (DailyPay), automotive (Cox Automotive), and many others. They serve companies ranging from 100 to 100,000 agents across industries including finserv, healthcare, retail, insurance, and education with a 95%+ adoption rate.