Conversation & speech analytics · Observe.AI

Observe.AI

AI-native contact-centre platform that auto-scores every agent call for QA, coaching and compliance.

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Observe.AI is a cloud conversation-intelligence platform built around large-language-model scoring of contact-centre interactions, used by QA, training and CX operations teams. It automatically transcribes calls and chats, applies configurable auto-QA scorecards in place of manual sampling, and generates coaching notes and agent-performance trends. It has layered in generative-AI features such as auto-summarization and real-time agent assist. Observe.AI positions itself as a faster-to-deploy, more automation-heavy alternative to legacy players like Verint and NICE, aimed at mid-market and enterprise contact centres that want to move from manually scoring a small sample of calls to scoring all of them. It is sold as a standalone analytics/QA layer that sits on top of an existing telephony or contact-centre platform rather than replacing it.

At a glance

Vendor Observe.AI
Pricing model Quote only
Free tier No
Deployment Cloud
Open source No
Best for Mid-market and enterprise contact centres moving from manual sampling to automated 100% call QA

Pricing

Custom pricing based on agent seats and call volume; not published on the website.

Pricing has not been verified yet — see the vendor's site.

Features

  • Automated call and chat transcription
  • AI-generated QA scorecards (auto-QA)
  • Real-time agent assist
  • Call summarization
  • Sentiment and root-cause tagging
  • Coaching workflows and trend dashboards
  • Compliance monitoring

Integrations

Profile last reviewed September 21, 2026

Alternatives

CallMiner Contact-centre conversation analytics that transcribes and scores 100% of agent calls for compliance, quality and sentiment. Verint Enterprise customer-experience automation suite whose speech and text analytics scores agent calls for compliance and coaching. NICE CXone Cloud contact-centre platform whose built-in interaction analytics scores agent calls for quality, compliance and sentiment. Calabrio Workforce engagement suite for contact centres combining speech analytics, QA and workforce management.

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Terms to know

Churn rate The share of customers or revenue a business loses over a given period. Net Promoter Score (NPS) A single-question survey score that gauges customer loyalty by asking how likely someone is to recommend a company. Machine learning Building models that learn patterns from data to make predictions or decisions, rather than following hand-coded rules. Speech analytics Software that transcribes and analyzes spoken audio, such as call center recordings, to extract sentiment, keywords, and compliance signals.

Related guides

How to choose a conversation and speech analytics tool Marketing call-attribution tools and contact-centre QA suites both analyze calls, but they answer different questions and rarely substitute for each other. Speech and audio analytics, explained How spoken words and audio streams become structured data — transcription, diarization and what contact-centre and podcast analytics actually measure.