Observe.ai Is Going Gold!

We are excited to welcome Observe.ai on board as a Gold Sponsor to the Call & Contact Center Expo USA for 2020 - we hope that this sponsorship will serve to expand the innovative capabilities of voice customer services and give call centers more opportunities to adapt and develop their service methods in this ever-changing industry.

Founded in 2017, Observe.ai uses natural language processing (NLP) to analyze conversations between human agents and customers. Observe.ai continually works to provide adaptive coaching, including completely automating some parts of the quality assurance and compliance tracking processes. Through analysis of 100 percent of customer conversations, Observe.ai helps to determine the correlation between customer satisfaction and keywords and actions during customer conversations. 

Recently, Observe.ai raised $26 million for AI that monitors and coaches call center agents. This project is working to transform the use of AI in call centers by using AI to improve the abilities and performance of human call center workers through coaching and analysis, which has gone against the assumption that the use of AI could only lead to automating call center conversations. 

“Legacy speech analytics systems are simply not meeting the needs of the world’s top brands,” said Swapnil Jain, CEO and co-founder of Observe.ai, in a statement. “Today’s customer service agents have a unique ability to emotionally connect with customers and are often a brand’s only front-line representatives. This investment will fuel our mission to elevate agent performance through AI-based coaching and insights.”

We look forward to supporting Observe.ai with its ongoing objectives and welcome its partners and associates to the Call & Contact Center Expo in Las Vegas, taking place at the LVCC on September 1 & 2, 2021.

If you would like to find out more about Observe.ai, please take a look here.