Why choose Level AI over Observe AI?

Observe AI is a contact center conversational intelligence provider built on older AI technologies that require a lot of effort to set up and maintain. The platform is also let down by a transcription engine that is the object of frequent customer complaints.

Let’s delve into how Level AI differs!

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The results with Level AI

QA Auditors
QA evaluations mean more time for agent coaching
in Agent Churn
Business Leaders
into VoC insights
in CSAT score
Contact Center Leaders
in contact center efficiency

How Level AI Compares To Observe AI

Make Auto-QA work for you
Near-human accuracy auto-scoring of your organization’s entire scorecards
Inflexible, unreliable, black-box scoring
Advanced AI and Conversation Intelligence
Sophisticated AI with human-like reasoning
Unreliable black-box AI
AI Analytics
Valuable AI-enabled analytics and custom reports
No AI-driven analytics
Insights for Your Product, Business Teams
Generative AI insights from every conversation
Unactionable insights without context
Agent Support/Assist
Always available real-time guidance based on past conversations and articles
Limited real-time assistance that needs a lot of setup
Agent Screen Recording
Process adherence in every conversation
Screen recording that adds to a QA manager’s workload

Trusted by customer service leaders across the world

What people are saying about Level AI

One Stop Contact Center Solution
We want to be able to do analytics for product, ops, and contact center teams while supporting customer service. Level AI's intent-based system + omnichannel is unique.
David Demarco
VP Delivery and Business Systems
2x better than anything we've tested
Level AI's semantic-based system is unique. We are getting a minimum of 82% accuracy from Level AI semantic tags. Overall 2x better than anything we have tested.
Chris Lewis
Contact Center Product Manager
We cannot imagine business without Level AI
Level AI helps us solve quality assurance, product management, and customer service pain points. As we scale, cannot imagine the business without Level AI.
Yuliya Ordova
Senior Director, CS Strategy

Level AI satisfies the requirements for GPDR, HIPAA, and PCI compliance

Frequently asked questions

Observe AI Overview

Observe AI is a technology platform that specializes in call center analytics and customer service optimization. It leverages artificial intelligence (AI) and natural language processing (NLP) to analyze and extract valuable insights from customer service phone calls in real-time. Observe AI was funded in 2017.

What is Observe AI, and how does it work?

Observe AI is an advanced call center analytics platform powered by artificial intelligence (AI). It works by analyzing recorded customer service calls, transcribing them, and using natural language processing (NLP) to extract valuable insights and data from these interactions. This helps businesses gain a deeper understanding of customer needs and agent performance.

How does Observe AI pricing work?

Observe AI offers ROI based pricing. It is crucial to understand the promised ROI and maintain a level of skepticism on every promise made.

Are there any limitations or downsides to using Observe AI for call center analytics?

While Observe AI offers numerous benefits, it’s essential to consider potential limitations. These may include the initial cost of implementation and training, the need for ongoing maintenance, and the requirement for high-quality call recordings for accurate analysis.

What happens if the AI-powered analysis from Observe AI generates inaccurate insights or misses important details during call monitoring?

AI, like any technology, is not infallible. While Observe AI strives for accuracy, there can be instances where it may misinterpret or miss specific nuances in call interactions. To mitigate this, we encourage human oversight and continuous refinement of the AI training phrases.

Are there any potential technical challenges or disruptions associated with integrating Observe AI into existing call center systems and workflows?

Integrating new technology can sometimes lead to technical challenges or disruptions. Observe AI is designed to minimize these issues through careful planning and support during the integration process. However, it’s essential to be prepared for potential adjustments and ensure that the integration is executed smoothly.

Who are Observe AI Competitors

Observe AI has many competitors.

The main one being Level AI, the Gartner’s choice backed by top tier venture firm Battery Ventures.

Other vendors from a 2013 vintage:

  • Tethr
  • MaestroQA, a call center quality assurance company that is still figuring out its AI strategy

Older players such as

And the incumbent (funded in 2002) with a legacy tech stack, CallMiner

With the rise and power of generative AI and Large Language Models, when choosing a conversation intelligence, contact center performance management, agent assist or quality assurance monitoring platform your #1 criteria to look for is the quality of underlying AI since this is the engine that will provide the automation and effectiveness of the solution. Want to learn more about contact center AI, and what makes for good AI? Download this great resource: “How to evaluate AI for your contact center.


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