Observe.AI Overview

Observe.AI enhances contact center operations by automating customer calls with advanced voice AI. It provides real-time assistance to agents, ensuring they have the necessary support during interactions. The platform's unique auto QA feature evaluates 100% of customer interactions, offering comprehensive insights into performance and areas for improvement. This capability empowers teams to refine their communication strategies, leading to improved customer satisfaction and increased sales performance. A notable use case is its application in high-volume contact centers where efficiency and accuracy are critical. By leveraging Observe.AI, businesses can transform their contact centers into autonomous, data-driven environments, optimizing both agent performance and customer experience.

Use Cases

Customers recommend Coaching, Tracking & Monitoring Communications, Measuring Customer Satisfaction, as the business use cases that they have been most satisfied with while using Observe.AI.

Other use cases:

  • Onboarding
  • Engagement Management
  • Call Scoring
  • Helpdesk Management
  • Lead Qualification: Technographic
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Business Priorities

Enhance Customer Relationships and Improve Efficiency are the most popular business priorities that customers and associates have achieved using Observe.AI.

Other priorities:

  • Improve ROI
  • Acquire Customers
  • Scale Best Practices
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Observe.AI Use-Cases and Business Priorities: Customer Satisfaction Data

Observe.AI works with different mediums / channels such as Phone Calls.

Reviews

"...With Observe.AI, support teams improve call quality, monitor compliance, and coach agents into top performers...." Peer review from Observe.AI

Observe.AI, belong to a category of solutions that help Sales Performance Management. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Observe.AI provides real-time insights and guidance to improve contact center performance. Benefits include increased sales and higher customer retention.

Comprehensive Insights on Observe.AI Use Cases

What Are the key features of Observe.AI for Coaching?

How can Observe.AI enhance your Measuring Customer Satisfaction process?

What benefits does Observe.AI offer for Onboarding?

5+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Observe.AI solved their Sales Performance Management needs. Cuspera uses 113 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Sales Performance Management needs.

Case Studies

Events Services

CASE STUDY Freeman

Observe.AI’s Post-interaction AI helped Freeman improve its contact center operations. Freeman used the platform to analyze 100% of customer interactions and coach agents with real data. This led to ...an 11% increase in net promoter score over two years. QA scores rose by 6%, and not-ready time dropped by 22%. Call volume fell by 4% year-over-year as customer experience improved.

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Health, Wellness and Fitness

CASE STUDY Affordable Care

VoiceAI Agents from Observe.AI helped Affordable Care automate calls for over 400 dental practices. The company used VoiceAI to reduce call transfers and improve customer satisfaction. After deployme...nt, 95% of callers did not need to speak to a live agent. Affordable Care achieved over 90% first call resolution and saved more than 2,000 agent-hours per month. Human agents now focus on complex cases and building patient trust.

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Health, Wellness and Fitness

CASE STUDY Verida

Observe.AI helped Verida reduce training time and improve service quality for 4 million annual calls. Verida used Real-Time Agent Assist and Post-Interaction AI to speed up agent onboarding and ensur...e compliance. The platform gave managers better visibility into calls and agent performance. Verida saw faster call resolution and reduced average handle time. Insights from Observe.AI led to updates in scripts and policies. The solution also helped Verida meet HIPAA requirements by redacting sensitive data automatically.

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Consumer Goods

CASE STUDY Super-Sod

Observe.AI Post-interaction AI helped Super-Sod improve sales and customer service. The company used the platform to review 100% of customer calls, not just a small sample. Sales per call increased b...y 13%, and the call-to-sale conversion rate rose by 8.4%. Staffing costs dropped by 20% as team leaders identified and retained top agents. Customer satisfaction also improved after using Observe.AI.

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Health, Wellness and Fitness

CASE STUDY Personify Health

Observe.AI helps Personify Health analyze 100% of contact center calls, up from just 2%. This gives them clear insights into hold times, dead air, and call drivers. They now find deeper reasons for m...ember calls and see how these link to metrics like AHT and CSAT. The data shapes coaching, operations, and product decisions. Personify Health uses these insights to support agents and improve member experience.

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Insurance

CASE STUDY American National Insurance

Observe.AI helped American National Insurance automate quality assurance for over one million calls. The team moved from manual reviews to real-time insights, allowing targeted coaching and better ef...ficiency. Supervisors now spend more time coaching instead of reviewing calls. Real-time agent help and automation are being piloted. The company improved accuracy and delivers a more consistent, empathetic customer experience.

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What is Observe.AI? | The Conversation Intelligence Platform for Contact Centers

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Peers used Observe.AI for coaching and tracking & monitoring communications

Observe.AI Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.85/5 ★

Read Reviews (34)
Analytics

4.61/5 ★

Read Reviews (8)
Custom Reports

3.78/5 ★

Read Reviews (2)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.85/5 ★

Read Reviews (34)
Analytics

4.61/5 ★

Read Reviews (8)
Custom Reports

3.78/5 ★

Read Reviews (2)

Observe.AI Integrations

Observe.AI integrates with a wide range of software applications through its robust data import and export capabilities.

Data Import

3.78/5 ★

Read Reviews (2)
Data Export

3.42/5 ★

Read Reviews (1)

UJET

4.51 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

3CLogic Cloud Call Center

4.16 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Software Failure Risk Guidance

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for Observe.AI

Top Failure Risks for Observe.AI

Observe.AI, Inc News

Customer

EmployBridge to Disrupt the Staffing Industry With Observe.AI Voice AI Platform

EmployBridge integrates Observe.AI's Voice AI platform to enhance its contact center operations. This integration, facilitated through Talkdesk AppConnect, enables EmployBridge to improve quality assurance, agent performance, and call center metrics by providing actionable insights and capturing 100% of calls. The partnership aims to optimize customer-facing support teams and improve customer experience.

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Customer

GridWorks Leverages Voice Insights To Transform Customer Service In Medical Transportation With Observe.AI Voice Intelligence Platform

GridWorks is enhancing its customer service in medical transportation by integrating Observe.AI's Voice Intelligence Platform. This collaboration allows GridWorks to analyze voice sentiment, improve agent coaching, and ensure compliance, thereby transforming customer experiences. The integration with Talkdesk's platform further enhances their contact center capabilities.

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Customer

itelbpo Nears Completion of Specialised AI platform

itelbpo is nearing completion of its implementation of Observe.AI's specialized AI platform to enhance learning and development. The platform integrates with itelbpo's systems to improve training, quality assurance, and operational efficiency. Observe.AI enables 100% call audits and real-time speech analytics, empowering staff with actionable insights and improving customer service delivery.

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Customer

Observe.AI Closes Fiscal Year with Continued Record Growth, Propelled by Strategic Customer Acquisitions & Industry-Leading Product Innovation

Observe.AI reported nearly 150% ARR growth, driven by strategic customer acquisitions and product innovation. The company expanded its customer base with significant wins like Concentrix and Assurance IQ, and launched new products such as the Agent Performance and Coaching line. The platform saw a 426% increase in AI-powered agent evaluations, enhancing customer experiences and operational efficiency.

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Observe.AI, Inc Profile

Company Name

Observe.AI, Inc

Company Website

https://www.observe.ai/

HQ Location

595 Market Street, Suite #1130, San Francisco, CA 94105

Employees

51-100

Social

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Financials

SERIES A