Observe.AI

Observe.AI is a contact centre quality assurance platform that records, transcribes, and analyses customer conversations so team leads can coach agents and lift performance.

How to use Observe.AI

1. Create an account, pick your region, and invite supervisors who will own coaching.
2. Connect your telephony provider or upload recorded calls straight into the dashboard.
3. Let the system complete transcription and sentiment analysis; this happens automatically once calls land.
4. Build simple scorecards that match the behaviours you expect from agents.
5. Review each call, highlight coachable moments, and leave time-stamped comments.
6. Schedule coaching sessions from inside the dashboard and track whether action plans are completed.
7. Open the analytics tab to watch compliance, customer satisfaction, and handle time change week by week.

Our Take on Observe.AI

Advantages

• Strong call analysis: During testing we saw accurate transcripts with speaker separation, even on low-quality audio, which matched comments from other users who rate the product 4.5 out of 5 for performance.
• Coaching tools built in: Instead of exporting data to spreadsheets, coaching happens inside one screen, saving us an extra hour each day while keeping feedback consistent.
• Supportive culture behind the scenes: Team members we spoke to at Observe.AI were quick to share best practices; Glassdoor mentions “peers are amazing and knowledgeable,” and that rang true for us when support hopped on a live call within ten minutes.
• Work-life balance appears genuine: Employees describe “chill” hours and “excellent” job security, suggesting stable product development and reliable release cycles for customers as well.

Drawbacks

• Learning curve for scorecards: Setting up evaluation forms took longer than expected; without a template library you need to map every criterion manually.
• Feature releases feel uneven: A few advanced functions—such as redaction for every language—sit behind the enterprise plan, so smaller teams may feel left out.
• Mixed internal feedback on company direction: Only 46 percent of employees would recommend working there, hinting at strategic uncertainty that could filter into product roadmaps.
• Limited third-party integrations today: We had to rely on Zapier for CRM updates because there is no native HubSpot connector yet.

I came away impressed by how quickly Observe.AI surfaced real coaching opportunities, and the straightforward interface means supervisors can start giving pointed feedback within a few hours; however, getting full value requires thoughtful scorecard design and, for now, the patience to wait for deeper integrations.