Convin: AI conversation intelligence platform for contact centers and sales teams that records, transcribes, and scores calls, chats, and emails. Observe.AI: Observe.AI is a contact-center conversation intelligence platform that records, transcribes, and auto-scores customer calls and chats against quality scorecards while guiding agents in real time. Here's where each one pulls ahead on pricing, features, and the meetings it suits best.
How Hosiqo compares and tests toolsFinal recommendation
Shortlist Convin when automating quality assurance across all contact-center interactions matters most, and Observe.AI when contact-center agents getting real-time prompts and after-call summaries during live interactions matters most. Try them side by side on real calls before deciding — needs vary by team.
AI conversation intelligence platform for contact centers and sales teams that records, transcribes, and scores calls, chats, and emails.
Observe.AI is a contact-center conversation intelligence platform that records, transcribes, and auto-scores customer calls and chats against quality scorecards while guiding agents in real time.
Convin is an AI-backed conversation intelligence platform built primarily for contact centers and sales teams that handle high volumes of customer interactions. Its core function is to capture and analyze the full range of conversations, recording calls and ingesting chats and emails, then generating transcriptions and concise summaries for each interaction. On top of that data, Convin's AI analyzes conversations to detect buying signals, objections, competitor mentions, sentiment shifts, and recurring pain points, and it builds searchable conversation libraries. The platform applies automated call scoring for quality, sentiment, and compliance, which replaces sampling-based manual QA by evaluating interactions at scale rather than a small subset. Convin also offers real-time coaching cues and agent assistance during live calls, along with role-based dashboards for agents, managers, and leaders so each can see relevant performance data. It integrates with CRM systems to capture action items and next steps for follow-up. Convin serves regulated and high-volume industries such as fintech, banking, healthcare, real estate, and retail, and is aimed at teams that want data-driven coaching and quality assurance rather than subjective spot checks. Pricing varies by plan. Check the official website for current pricing.
Best suited for
Observe.AI is a conversation intelligence and CX platform built for contact centers. It captures customer interactions across voice, chat, and email, then transcribes them using a proprietary automatic speech recognition (ASR) engine that produces diarized transcripts with built-in PII redaction. On top of those transcripts, it layers large language models to automatically evaluate 100% of conversations against configurable QA scorecards, replacing the manual sampling most quality teams rely on. The platform surfaces sentiment, keyword spotting, and operational insights, and feeds them into coaching workflows for supervisors. For frontline agents, an Agent Copilot delivers real-time guidance, next-best-action prompts, and automated after-call summaries during live interactions. It's aimed at enterprise CX, support, and sales operations in regulated industries such as banking, insurance, healthcare, and travel, and offers hundreds of pre-built integrations with common contact-center and CRM systems. Distinct points include full-coverage auto QA, real-time agent assist tied to live sentiment, and an ASR engine tuned specifically for contact-center audio rather than general meetings.
Best suited for
Convin is a free tier with paid upgrades (freemium); Observe.AI is custom pricing (contact sales). Always confirm current pricing on each vendor's site before buying.
| Feature | Convin | Observe.AI |
|---|---|---|
| Core capability | Automatic recording and transcription of calls, chats, and emails | Proprietary ASR that produces diarized call transcriptions with built-in PII redaction |
| Standout feature | AI call scoring for quality, sentiment, and compliance | Automated quality assurance that scores 100% of interactions against configurable QA scorecards |
| Team usage | Real-time agent coaching cues and live assistance | Real-time Agent Copilot delivering live guidance, prompts, and next-best-action suggestions |
| Integrations | Searchable conversation library with buying-signal and objection detection | Automated after-call summaries for voice and chat interactions |
| Languages & capture | Role-based dashboards for agents, managers, and leaders | Sentiment analysis, keyword spotting, and conversation analytics across voice, chat, and email |
| Best-fit workflow | Automatic recording and transcription of calls, chats, and emails | Supervisor coaching workflows and pre-built integrations with contact-center and CRM tools |
Convin
Choose Convin if you need automating quality assurance across all contact-center interactions — strengths include analyzes interactions across voice, chat, and email channels.
Observe.AI
Choose Observe.AI if you need quality assurance teams auto-scoring every support call against compliance and qa scorecards — strengths include auto-scores 100% of conversations instead of a small manual sample, giving full qa coverage.
Convin
Observe.AI
It depends on your workflow. Convin is strong for automating quality assurance across all contact-center interactions, while Observe.AI is strong for quality assurance teams auto-scoring every support call against compliance and qa scorecards. Both transcribe and summarize meetings.
Convin is a free tier with paid upgrades and Observe.AI is custom pricing. Check each vendor's pricing page for the latest plans and free-tier limits.
Often yes: teams combine tools when one handles capture and another handles analysis.
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