Observe.ai vs Kayako: Which Should You Choose in 2026?
Choosing between Observe.ai and Kayako comes down to understanding what each tool does best. This comparison breaks down the key differences so you can make an informed decision based on your specific needs, not marketing claims.
By Toolradar Team · Last updated February 28, 2026 · Methodology
Short on time? Here's the quick answer
We've tested both tools. Here's who should pick what:
Observe.ai
AI Agents for customer experience: Automate interactions, augment agents, and analyze conversations.
Best for you if:
- • You want the higher-rated option (9.0/10 vs 7.2/10)
- • You need call center features specifically
- • Deploys AI agents for end-to-end automation of customer interactions via voice and chat.
- • Augments human agents with AI Copilots and provides Conversation Intelligence for 100% interaction analysis.
Kayako
Unified customer service platform for modern support teams
Best for you if:
- • You need workflow automation features specifically
- • Unified customer service platform combining email, chat, and social support
- • Builds complete customer journey maps across all touchpoints
| At a Glance |  Observe.ai |  Kayako |
|---|---|---|
Price | Paid | Paid |
Best For | Call Center | Workflow Automation |
Rating | 90/100 | 72/100 |
| Feature | Observe.ai | Kayako |
|---|---|---|
| Pricing Model | Paid | Paid |
| Editorial Score | 90 | 72 |
| Community Rating | No ratings yet | No ratings yet |
| Total Reviews | 0 | 0 |
| Community Upvotes | 0 | 0 |
| Categories | Call CenterAI Agents | Workflow AutomationAI for Customer Service |
How Observe.ai and Kayako Compare
Observe.ai
AI Agents for customer experience: Automate interactions, augment agents, and analyze conversations.
Paid · 90/100 score
Kayako
Unified customer service platform for modern support teams
Paid · 72/100 score
Observe.ai is a call center tool. Kayako is in workflow automation.
Who Should Use What?
On a budget?
Both are paid. Compare plans on their websites.
Go with: Observe.ai
Want the highest-rated option?
Observe.ai: 90/100. Kayako: 72/100.
Go with: Observe.ai
Value user reviews?
Neither has user reviews yet.
Go with: Observe.ai
3 Questions to Help You Decide
What's your budget?
Both are paid. Pricing won't help you decide here.
What's your use case?
Observe.ai is a call center tool. Kayako is in workflow automation. Pick the category that matches your needs.
How important are ratings?
Observe.ai scores higher: 90/100 vs 72/100.
Key Takeaways
Observe.ai
- Higher score: 90/100 vs 72
- Our pick for this comparison
Kayako
- Better fit for workflow automation
The Bottom Line
Observe.ai (90/100) is our pick.
Frequently Asked Questions
Is Observe.ai or Kayako better?
Observe.ai scores 90/100 in our evaluation. Both are paid.
What are Observe.ai and Kayako used for?
Observe.ai: AI Agents for customer experience: Automate interactions, augment agents, and analyze conversations.. Kayako: Unified customer service platform for modern support teams.
What does Observe.ai cost vs Kayako?
Observe.ai is a paid tool. Kayako is a paid tool. Visit their websites for detailed pricing.