Observe.AI / observe.ai
AI conversation intelligence platform for contact centres that provides automated quality assurance, agent performance coaching, and real-time guidance for customer service agents.
Pricing
Free
Free plan
No
Category
Developer Tools
Platforms
2
Free plan
No
API access
No
Open source
No
Platforms
2
Observe.AI is a contact centre AI platform that uses speech AI and large language models to analyse every customer-agent conversation — automating quality assurance, coaching agents based on conversation patterns, and providing real-time assistance during live calls.
Automated quality assurance uses AI to score 100% of customer conversations against defined quality criteria — rather than manually sampling 1-5% of calls for QA review, Observe.AI analyses every conversation and scores agents on compliance, soft skills, resolution rate, and process adherence. This comprehensive QA provides a complete view of agent performance rather than the sampling bias of manual QA.
Agent coaching uses conversation analysis to identify specific skill gaps for each agent — struggling with objection handling, missing required disclosures, or spending too long on hold explanation — and serves targeted coaching content and feedback based on actual conversation data rather than generic training.
Real-time agent assistance provides AI guidance during live calls — surfacing relevant knowledge base articles, suggesting responses to common questions, and prompting required compliance disclosures as the conversation unfolds. For new agents or complex calls, real-time assistance reduces average handle time and improves first-contact resolution.
Conversation intelligence analytics aggregate patterns across all conversations to surface business insights — common complaint topics, competitor mentions, product issues, and compliance risk areas — providing voice-of-customer data at scale.
Observe.AI runs as audio processing ai software built around audio and text workflows. Users typically start with a prompt, upload, or connected data source, and the underlying model handles the heavy lifting before returning a result you can refine or export. It's available on web and api.
The capabilities that matter most for teams evaluating Observe.AI.
AI scores 100% of customer service conversations against quality criteria, eliminating manual sampling bias and providing complete agent performance visibility.
AI guidance during live calls surfaces relevant knowledge, suggests responses, and prompts compliance disclosures, reducing average handle time and improving first-contact resolution.
Identifies specific skill gaps for each agent from actual conversation patterns and serves relevant coaching content, making coaching more effective than generic training programmes.
Enterprise only. Custom pricing based on agent seats and minutes. Contact for pricing.
Model
Enterprise
Starting price
Free
Free trial
Yes
Gong (covered) and Chorus (covered) focus on sales calls rather than customer service. Qualtrics XM AI (rank 490) provides experience management alongside contact centre analytics. Medallia AI (rank 491) provides feedback analytics. Balto AI (rank 500) focuses specifically on real-time agent guidance.
A side-by-side look at the closest alternative in this category.
Key facts about model providers, platforms, and team support.
Model Provider
OpenAI, Observe.AI
Platforms
Web, API
Deployment
SaaS
Integrations
Salesforce, Zendesk, Genesys, Avaya, Five9, Amazon Connect, API
Team Collaboration
Yes
Launch Year
2022
Compliance signals and data-handling notes as reported by the vendor.
SOC 2 Type II. ISO 27001. GDPR compliant. HIPAA eligible for healthcare deployments. Enterprise data handling agreements.
Call recording and transcript data processed under strict data handling agreements. HIPAA BAA available for healthcare contact centre deployments.
Editorial Verdict
Observe.AI is the leading AI contact centre intelligence platform for enterprises who want 100% automated QA, data-driven agent coaching, and real-time agent assistance at scale.
Last verified July 24, 2026.
Enterprise only. Custom pricing based on agent seats and minutes. Contact for pricing.
Enterprise only. Custom pricing. Contact for pricing.
SOC 2 Type II. ISO 27001. GDPR compliant. HIPAA eligible for healthcare deployments. Enterprise data handling agreements.
SOC 2 Type II. ISO 27001. GDPR compliant. HIPAA eligible. Enterprise data handling agreements.
Call recording and transcript data processed under strict data handling agreements. HIPAA BAA available for healthcare contact centre deployments.
Call and conversation data processed under Uniphore's enterprise data handling policy. HIPAA BAA available for healthcare deployments.
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