Observe AI Review 2025 : Pros, Cons, Pricing and Features

Observe AI users praise the platform for its exceptional sentiment analysis, accurately capture and analyze the customer interactions. Some users praise it for its AI Copilot which provides real time agent guidance and conversation intelligence for brilliant sentiment analysis. However some raised concerns “Observe ai sometimes capture wrong sentiment or moments, giving a false impression. Also the interface is slow and clunky, it would not ingest all calls and would deliver wrong answers.”

In this detailed Observe.AI review blog, we share insights from 2025 users and automation experts while comparing Observe.AI with Dograh AI, an open-source, scalable alternative for building advanced voice automation solutions.

What is Observe AI ?

Observe AI was founded in May 2017, the company specializes in accurate analysis and sentiment detection across customer interactions, including complex voice channels. It transcribes and analyzes customer conversations in real time, delivering insights through sentiment analysis, keyword detection, and trend tracking to boost agent performance and satisfaction.

Key Features :

• Compliant with SOC 2 Type II, HIPAA, and GDPR standards for data privacy and security.
• Real-time speech analytics transcribes calls and delivers insights to boost agent performance and satisfaction.
• Natural Language Processing.
• Over 200 pre built integrations into CRMs.
• Offers customizable dashboards for tracking KPIs and performance metrics.
• Delivers real-time feedback and guidance to help agents improve performance.
• Analyzes messages across channels to extract sentiment, topics, and actionable insights.

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The Pros and Cons of Observe AI

Pros :

1. Features an easy-to-use interface that lets non-technical teams and leaders access call insights effortlessly.
2. Offers advanced AI for sentiment analysis, transcription, and call visualization across channels.
3. Automates quality assurance with 100% call monitoring, providing deeper insights beyond random sampling.
4. Provides real-time coaching and feedback using performance trends to drive continuous improvement.
5. Improves compliance and empathy in regulated sectors like healthcare by combining quality monitoring with emotional intelligence.
6. Custom dashboards and analytics help organizations monitor KPIs and identify training opportunities effectively.
7. Boosts sales performance, with users noting higher conversion rates and fewer escalations.

Cons :

1. May face accuracy issues in sentiment and transcription, sometimes needing manual review.
2. Difficult audio conditions, such as strong accents, reduce the accuracy of both transcription and sentiment analysis.
3. Call segmentation may break long conversations into parts, occasionally causing confusion or loss of context.
4. Occasional issues with incomplete data ingestion or missing inbound calls, along with reports of system refresh and account location errors.
5. Initial setup and onboarding can be resource-heavy, with added operational costs and possible integration hurdles with legacy systems.
6. Some users find QA insights lacking in actionable recommendations and want more automated coaching support.
7. UI speed and performance may fall short of marketing claims, with some users reporting slower-than-expected responsiveness.

Observe AI Pricing

Observe.ai does not publicly share exact pricing but follows a tiered structure with plans such as Voice AI Agents, Real-Time AI, Post-Interaction AI, Enterprise Advanced, and Enterprise Unlimited. Pricing typically requires contacting sales, as it’s customized based on business needs, contract terms, and agent seat counts. However, some third-party sources provide rough estimates :

Core Pricing Structure

Pricing depends on the duration and terms of your contract with the vendor, which grants a defined level of usage for that period. Observe.AI requires a minimum of 100 seats and an annual commitment, for 100 seats:- minimum annual investment would be approximately $60,000-$180,000 based on the industry range.

Cost Estimate : 

A typical Observe.AI deployment cost estimate for contact centers in 2025 includes a minimum of 100 seats and an annual commitment, based on the 100 seats, minimum annual investment would be approximately $60,000-$180,000, calculated according to the industry range.

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Observe AI Usability and Interface

Observe.AI offers an intuitive interface for easier contact center management, though user feedback shows room for improvement.

What You’ll Build with Observe AI :

• Automated Quality Assurance (QA) : Automated QA analyzes all interactions to flag risks, assess performance, and identify training needs, boosting coverage and improvement.
• Real-Time Agent Assist and Coaching : Agents get real-time prompts and feedback to improve handle time, CSAT, and response quality.
• Sentiment and Intent Analysis : AI detects sentiment, intent, and key trends across channels, enabling supervisors to address issues proactively before they escalate.
• Conversation Intelligence and Insights : Data-driven insights from every interaction guide product improvements, optimize scripts and refine strategy by revealing what truly drives results.
• Compliance Monitoring : Observe.AI detects compliance breaches like missed disclosures or script deviations, helping regulated industries reduce risk and stay audit-ready.
• Sales Optimization : The platform finds cross-sell, and coaching chances in real time, helping agents follow scripts and increase sales on every call.

Limitations :

• Hidden Prices : Exact pricing is not publicly disclosed, requiring direct contact with sales for a quote.
• Inaccurate transcriptions : Errors in transcripts undermine QA, analytics, and coaching, often requiring manual correction.

Observe AI Voice Quality and Latency

Observe.AI delivers natural, human-like voice analysis for call monitoring and quality assurance, detecting emotion and sentiment even in complex call center settings. It performs best in standard English and Spanish but may face challenges with industry-specific terms or uncommon dialects. Primarily used for post-interaction analytics, it also enables real-time feedback. Its proprietary ASR ensures fast, low-latency transcription and efficient large-scale conversation processing, focusing on analyzing human speech rather than generating AI voice output.

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Observe AI Developer Capabilities

Observe.AI provides robust developer tools, including APIs, SDKs and integrations, to embed AI seamlessly into contact center workflows and business systems.

• API and SDKs : Observe.AI offers RESTful APIs, GraphQL, and CLI tools for easy integration, reporting access, and webhook management.
• Pre-Built Integrations : The platform integrates with 200+ systems, including CRM and HR tools, for seamless data flow and automation.
• AI Agents SDKs : Observe.AI offers AI agents with natural conversation, task execution and built-in tools for testing, governance and scaling.
• Observability and Monitoring : Observe’s AI-driven SRE enables faster troubleshooting and incident response through natural language queries of logs and metrics.

Observe AI Security and Compliance

Observe.AI prioritizes enterprise-grade security, privacy and compliance, safeguarding sensitive data and helping organizations meet regulatory standards.

• Guardrails : Grounding and guardrails keep agents focused, while alerts, reports, and real-time escalations enable timely intervention and oversight.
• Auditing : It automatically evaluates 100% of conversations to reveal the reasoning behind each decision and provide full transparency with a complete audit trail.
• Data Governance : User data is used exclusively for their AI Agent, it is never shared or used for model training, and industry-leading privacy protections are strictly followed.
• Privacy : SOC 2 Type II, HIPAA and GDPR compliant, with data encrypted in transit and at rest, supported by strict access controls and audit logs.

Observe AI Customer Support

Observe.AI provides fast, AI-powered multi-channel support for efficient customer service.

• Contact Us : https://www.observe.ai/contact-us
• Help Center : https://help.observe.ai/hc/en-us
• X Support : https://twitter.com/observeAI

Observe AI App Review

Observe.AI offers powerful analytics that provide complete visibility into customer interactions, improving efficiency and reliability. However, some users note issues such as missing inbound calls and the need to reload pages when searching for accounts.

The Better Observe AI Alternative Dograh AI 

Dograh stands out as a powerful open source alternative to Voiceflow with several advantages :

• Free Open Source - Dograh is an free open source voice ai platform giving full flexibility to developers to customize, self host and extend features. Users should be able to try out in 1 line (should take <2mins ideally).
• 2 Min Launch - In the Create Workflow Dashboard, you can launch a voice agent in just 2 minutes by selecting inbound or outbound calls and writing “For the use cases of…” to describe your agent (e.g., qualify real estate leads, screen candidates, or handle customer support). This description becomes the LLM prompt, instantly generating your customized workflow.
• Pre Built Template - Dograh’s Pre-Built Templates let you launch an AI voice agent in just 2 minutes without writing any code or prompts, with easy customization through a global node for user-specific preferences.
• Global Node - The global node enables users to tailor their voice agents with specific preferences, such as updating industry names or applying custom modifications for personalization.
• License - Dograh AI is released under the BSD 2-Clause License, the same license as its foundational projects, ensuring full compatibility and the freedom to use, modify, and distribute.
• Easy to Use and Dependability - With AI to AI testing (over calls) and feedback loop through call summary, it is fairly easy to build extremely dependable bots with Dograh AI. Also this helps cut down on time needed to build the voice agent, and significantly improves time to market.
• LoopTalk - Think AI calling AI. Dograh’s LoopTalk auto-tests voice bots using AI-driven customer personas to simulate real-world scenarios boosting accuracy and letting you get started in minutes.
• No Double Billing - Dograh offers transparent pricing with no double billing charges for STT, TTS and LLM. And the open source solution is free to host and use.
• End-to-End Support - Dograh’s professional team offers end-to-end support from integration and workflow setup to analytics and optimization.
• Faster Setup - Dograh offers drag and drop workflow builder UI and prebuilt workflow as per your business needs.

Key Features

• NEPQ led Sales - Uses Neuro-Emotional Persuasion Questioning (NEPQ) to drive deeper engagement and guide conversations effectively.
• Real-Time Response - Dograh enables low-latency (<500ms), human-like voice conversations for seamless user interactions.
• Longer Conversation - Dograh multi-agent bots can handle calls up to 45 minutes, maintain full context throughout conversations without hallucinations.
• Human Like Speech - Pauses, Filler words & clear tone for realistic, engaging voice interactions.
• Emotionally Effective - Understand user concerns by actively empathizing and probing their pain points to deliver more personalized, effective voice interactions.
• Tailor-Made Build - Dograh experienced team offers hands-on support to help you design and deploy custom voice agents tailored to your scripts and business needs.
• Multilingual Voice Support - Support multilingual voice agents using top STT and TTS providers, enabling natural and fluent conversations for diverse global audiences.
• Expert Cloud Support - Get expert cloud support with Dograh test and refine your voice agent in real time using our intuitive, cloud-hosted interface.
• Flexible Deployment Option - Dograh supports both cloud and open-source deployments, giving you flexibility based on your business and technical needs.
• Customer Support - Dograh’s dedicated support team ensures your Voice AI runs smoothly from setup to ongoing updates with fast, reliable assistance.
• Data Privacy - Your data privacy is our top priority. Dograh’s open source solution helps adhere to strict GDPR and HIPAA standards to keep your information secure and fully compliant.

Ideal Users

• Real Estate Agent
• Customer Support
• Sales and Marketing Automation
• Tech Support
• Finance, Insurance and Banking
• E-Commerce
• Healthcare
• Logistics & Home Services
• Travel & Hospitality

Quick Comparison Table

Getting started with Dograh

Interested in leveraging Dograh for lead generation, cold calling or business automation ? Here’s a streamlined path to getting started, along with direct links to essential resources :

1. Dograh AI: Quick Start Demo

2. Run Docker Command

Download and Start Dograh first startup may take 2-3 mins to download all images

Docker

3. Quick Start Instructions

Step by step written guide to building and deploying your first voice AI Agent

• Open Dashboard: Launch http://localhost:3000 on your browser.
• Choose Call Type: Select Inbound or Outbound calling.
• Name Your Bot: Use a short two-word name (e.g., Lead Qualification).
• Describe Use Case: In 5–10 words (e.g., Screen insurance form submissions for purchase intent).
• Launch: Your bot is ready! Open the bot and click Web Call to talk to it.

4. Community & Support

Join Slack Community and discuss issue with Dograh experts :

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5. Additional Resource

FAQ's