Observe.AI
AI agents for customers, frontline staff and QA in large contact centers
Overview
Observe.AI is a Redwood City, California contact-center AI company whose Agentic CX Platform combines voice and chat AI agents, real-time Companion Agents for human staff, automated QA, conversation analytics and AI coaching. It publishes no price list; AWS Marketplace lists Real-Time AI at $828 per agent for a 12-month contract.
Pricing
Pricing shown for reference only. These figures reflect RECATOOLS research as of 19 Oct 2026 and may be out of date or incomplete. This is not financial or purchasing advice — always confirm the current price on the provider’s official website before making any decision.
- Agent Assist with real-time prompts and scripts
- Knowledge AI answers with source links
- Supervisor Assist alerts
- Summarization AI for after-call work
- Per-agent contract pricing
- Recording of agent desktop activity for coaching
- Usage-billed voice agents for customer support calls
- Voice and chat AI agents
- Companion Agent
- Interaction intelligence, automated QA and coaching
What you can produce with Observe.AI
- Voice and chat AI agents that authenticate callers and complete requests end to end
- Live guidance, knowledge answers and next-best actions for human agents during calls
- Automated QA scoring of up to every customer interaction
- Coaching plans generated from QA results by Performance Agents
- AI call summaries that cut after-call work and update the CRM
- Trend, sentiment and root-cause analysis across all conversations
Observe.AI is one of the more complete contact-center AI platforms: automated QA across every call, live assist for human agents, analytics and coaching sit alongside newer voice and chat agents, and the DoorDash and AWS announcements of July 2026 show it running at real scale. G2 reviewers rate it highly for ease of use and coaching, but accuracy complaints are the most common criticism.
The catch is buying it. There is no price list and no trial; AWS Marketplace's $828 per agent a year covers one module, so a full deployment costs more. Worth a shortlist for large support operations; overkill for small teams.
What we found
Observe.AI sells contact-centre AI to large support operations. The company dates to 2017, went through Y Combinator's Winter 2018 batch, and is run by Observe.AI, Inc. from Redwood City, California, with co-founder Swapnil Jain as chief executive. Its last disclosed round, reported by TechCrunch, was a $125 million Series C in April 2022 led by SoftBank Vision Fund, with Zoom taking part, bringing total funding to $213 million.
The product now carries the label Agentic CX Platform and is organised around three kinds of agent. Automation agents resolve voice and chat requests, helped by the March 2025 purchase of voice start-up Dubdub.ai. Companion Agents, launched in May 2026, assist human agents during live calls. Operations agents cover automated QA and insights, joined on 8 September 2026 by Performance Agents that turn QA results into coaching plans. On 22 July 2026 the company announced a multi-year strategic collaboration agreement with AWS; a week earlier it described automated evaluation of nearly all interactions handled by DoorDash's 19,000 support agents.
Pricing is the hard part. Observe.AI's own pricing page, which listed suites without prices, now returns an error, and its G2 text describes consumption, outcome or fixed-rate deals. AWS Marketplace carries the only public figures: Real-Time AI and Customer Interaction Intelligence each list at $828 per agent on a 12-month contract, Screen Recording at $144, and VoiceAI Agents bill on minutes and interactions. G2 says there is no free trial.
On G2 it rated 4.6 out of 5 from 292 reviews, read 19 October 2026. The generated pros lead with ease of use (26 mentions) and efficiency (20); the cons lead with accuracy issues (16) and inaccuracy (15), which G2's summary ties to transcription on complex conversations. Reviewers put implementation at about three months. It suits enterprise support teams ready to sign an annual contract; small teams will find it heavy and hard to price.
Compiled by RECATOOLS from public sources: vendor documentation and pricing, code repositories and published reporting.
About this listing
This entry was compiled from publicly available data including Observe.AI's official website, press releases, documentation, and reputable third-party publications. RECATOOLS is not affiliated with Observe.AI unless explicitly stated.
Third-party AI tools update their pricing, features, availability, and policies frequently. Information here may be outdated by the time you read this — we make reasonable efforts to keep listings current, but cannot guarantee absolute accuracy.
For the latest details, please refer to Observe.AI directly →
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