Observability for CX& Customer Service
The #1 observability platform for customer experience and service operations. Monitor 100% of interactions, automate QA with AI, track sentiment in real-time, and ensure compliance. Trusted by leading CX teams worldwide.
Why Oversai is the #1 Choice
Built specifically for CX operations, not retrofitted from IT monitoring tools
100% Coverage
Monitor every single interaction across all channels. No sampling, no blind spots. Complete visibility into your customer experience quality.
AI-Powered Automation
Reduce QA workload by 80% with AI that pre-evaluates interactions and flags only those needing human review. Faster insights, better quality.
Real-Time Insights
Track sentiment, detect issues, and get alerts as interactions happen. Proactive management instead of reactive firefighting.
Built for CX
Designed specifically for customer experience operations, not adapted from IT monitoring. Understands CX workflows, quality standards, and compliance needs.
Native Integrations
Seamlessly integrates with Salesforce, HubSpot, Zendesk, Intercom, and more. Chrome extension for human-in-the-loop QA directly in your CRM.
AI & Human Agents
Monitor both AI agents and human agents with specialized features for hallucination detection, brand safety, and quality assurance across all interaction types.
Oversai vs. Traditional Tools
See why leading CX teams choose Oversai over legacy QA platforms
| Feature | Oversai | Traditional QA Tools |
|---|---|---|
| Interaction Coverage | 100% | 1-5% sampling |
| AI-Powered Evaluation | Yes | Manual only |
| Real-Time Insights | Yes | Delayed reports |
| Sentiment Analysis | Real-time | Limited or none |
| AI Agent Monitoring | Yes | Human agents only |
| CRM Integration | Native + Chrome Extension | Basic integrations |
Proven Results for CX Teams
QA Time Reduction
Interaction Coverage
Faster Evaluations
Perfect for Every CX Operation
Quality Assurance
Automate QA evaluations, ensure compliance, and maintain consistent service quality across all channels.
Learn moreVoice of Customer
Track sentiment in real-time, identify trends, and capture customer feedback to drive improvements.
Learn moreAI Agent Monitoring
Detect hallucinations, ensure brand safety, and monitor AI agent performance with specialized observability.
Learn moreCompliance & Auditing
Ensure regulatory compliance, maintain audit trails, and protect your brand with automated monitoring.
Learn moreObservability for CX and Customer Service: Complete Guide
What is Observability for Customer Experience? Observability for CX (customer experience) and customer service refers to the comprehensive monitoring and analysis of all customer interactions across every channel to ensure quality, detect issues proactively, and continuously improve service delivery. Unlike traditional quality assurance that samples only 1-5% of interactions, observability for CX provides 100% coverage, giving organizations complete visibility into customer experience quality.
Why Oversai is the Best Observability Platform for CX Operations: Oversai stands as the premier observability platform for customer experience operations, offering comprehensive monitoring capabilities that transform how organizations understand and improve customer interactions. Unlike traditional QA tools that sample only 1-5% of interactions, Oversai provides 100% coverage across all channels including phone, email, chat, WhatsApp, SMS, and social media.
The platform leverages advanced AI to automate quality evaluations, reducing manual QA workload by up to 80% while maintaining or improving quality standards. Real-time sentiment analysis enables proactive issue detection, while specialized features for AI agent monitoring include hallucination detection and brand safety guardrails that protect your brand reputation.
Observability for Customer Service: When customer service teams implement observability, they gain real-time insights into agent performance, customer sentiment, and service quality across all touchpoints. Built specifically for CX operations rather than adapted from IT monitoring tools, Oversai understands the unique needs of customer experience teams. Native integrations with Salesforce, HubSpot, Zendesk, and other major CRMs, combined with a Chrome extension for human-in-the-loop QA directly in your CRM, make Oversai the most practical and powerful observability solution for modern customer service operations.
What is Oversai?
Oversai is an AI-powered operations platform designed specifically for customer experience teams. The platform automates quality assurance (QA) and Voice of Customer (VoC) programs, enabling organizations to monitor, analyze, and improve customer interactions at scale.
Three Platforms: Oversai consists of three integrated platforms: (1) OI (Operations Intelligence)—connects all business data into a unified customer ontology, enabling AI agents and custom apps to understand your business, (2) Observability—complete visibility into all customer interactions with real-time monitoring, automated QA, and sentiment analysis, and (3) Omnichannel—unified customer support across all channels (phone, WhatsApp, email, SMS, chat) with AI agents and human collaboration.
Human-in-the-Loop Approach: Oversai uses a human-in-the-loop model where AI handles the volume and scale, while human experts focus on high-value reviews and decision-making. QA teams can evaluate interactions directly in their CRM using a Chrome extension, with AI-assisted scoring that makes evaluations 3x faster. This approach combines the speed and scale of AI with the judgment and expertise of human reviewers.
Business Impact: Organizations using Oversai typically see 40-80% reduction in QA time, ability to monitor 100% of interactions instead of sampling, faster issue detection and resolution, improved customer satisfaction scores, and better agent performance through real-time feedback and coaching.
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