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
See all business priorities See less business priorities

Observe.AI Use-Cases and Business Priorities: Customer Satisfaction Data

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

Reviews

"...The onboarding and sales team were beyond professional and helpful...." Peer review by Shurland B, Chief Learning Officer

Peer review evidence (same sources as the product rating summary)

"...Root Insurance Takes the Guesswork Out of Its Quality Program with Voice AI READ STORY ERC BPO Up-levels Agent Coaching and Training with Voice AI READ STORY EmployBridge Builds Agent-driven Quality Program READ STORY itelbpo Enhances Agent Performance and Compliance with Observe.AI. READ g2 review ..." Customer Stories
"...With Observe.AI, support teams improve call quality, monitor compliance, and coach agents into top performers...." Peer review
"...4 X Increase in Bookings 40 increase in conversion rate 5 increase in CSAT 87 increase in QA Efficiency ..." Agent Enablement Powered by Voice AI

Observe.AI, belong to a category of solutions that help Contact Center Software. 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.

Observe.AI Customer wins, Customer success stories, Case studies

How efficiently Does Observe.AI manage your Coaching?

What benefits does Observe.AI offer for Measuring Customer Satisfaction?

Why is Observe.AI the best choice for Onboarding?

11 buyers and buying teams have used Cuspera to assess how well Observe.AI solved their Contact Center Software 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 Contact Center Software needs.

 

DoorDash - Local Commerce - Very Large

DoorDash, Observe.AI, and AWS Partner to Scale Customer-Centric AI Across 19, 000 Agents

San Francisco, USA

Observe.AI, in collaboration with AWS, has enabled DoorDash to transform its customer support operations by implementing nearly 100% automated interaction evaluations across 19,000 agents. This partn...ership enhances real-time hotspot detection and sentiment analysis, allowing DoorDash to improve customer experience and operational efficiency. The initiative supports DoorDash's AI strategy, focusing on responsible AI adoption and proactive customer care.

Read on →
 

DoorDash - Local Commerce - Very Large

DoorDash, Observe.AI, and AWS Partner to Scale Customer-Centric AI ...

San Francisco, USA

Observe.AI, in collaboration with AWS, has enabled DoorDash to transform its customer support operations by deploying a conversational intelligence platform. This platform evaluates nearly 100% of cu...stomer interactions, providing real-time insights and enhancing customer experience. The initiative supports DoorDash's AI strategy, focusing on responsible AI adoption and operational innovation.

Read on →
 

DoorDash - Food Delivery - Very Large

DoorDash, Observe.AI and AWS Partner to Scale Customer-Centric AI ...

San Francisco, USA

Observe.AI partnered with DoorDash and AWS to automate nearly 100% of customer interaction evaluations across 19,000 agents. This collaboration enhances DoorDash's customer support operations by enab...ling real-time hotspot detection and deeper sentiment analysis, moving beyond traditional manual QA processes. The initiative supports DoorDash's AI strategy, focusing on customer experience and operational innovation.

Read on →

DoorDash - Internet - Very Large

San Francisco, USA

DoorDash used Observe.AI to automate quality assurance for 19,000 support agents. The company moved from manual reviews of a small sample to nearly 100% automated evaluation of customer conversations.... This shift enabled faster detection of customer issues, improved coaching, and deeper insight into customer sentiment. DoorDash now identifies friction points in near real time and maintains consistent standards across global teams and BPO partners. The result is stronger customer trust and a scalable foundation for AI-driven customer experience.

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Verida - Health, Wellness And Fitness - Medium

Villa Rica, USA

Observe.AI helped Verida manage 3 million annual calls for Medicaid and Medicare trips. The platform reduced average handle time and improved agent onboarding with real-time guidance. Verida used AI ...to ensure HIPAA compliance and automate routine calls. Managers gained insights to update scripts and policies. Verida plans to expand automation for better service and efficiency.

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Trupanion - Insurance - Medium

Seattle, USA

Trupanion used Observe.AI’s Post-Interaction AI to improve quality assurance in its remote contact center. Before, managers could only review a few calls per agent each month. With Observe.AI, they a...utomated QA, expanded coverage, and gained deeper insights. This helped them coach agents better and spot trends in customer interactions. As a result, Trupanion increased customer retention, raising the save rate on cancellation calls from 20% to 25%.

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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

M&A

Observe.AI Acquires ScopeAI - CX Today

Observe.AI has acquired ScopeAI to enhance its omnichannel conversation intelligence capabilities. This acquisition allows Observe.AI to offer a comprehensive suite of voice and text-based conversation intelligence solutions, including workflows for quality assurance and agent coaching. The integration aims to improve customer experience and operational efficiency by providing visibility across voice and text channels.

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Product

Observe.AI Launches Performance Agents for CX to Transform Coaching ...

Observe.AI has launched Performance Agents on its Agentic platform, enhancing customer experience through AI-driven coaching. These agents integrate interaction intelligence and behavioral analysis to improve performance management. Supervisors can create tailored AI coaches for specific teams, roles, and goals, with AI-powered leaderboards highlighting coaching needs.

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M&A

Snowflake Closes Acquisition of Observe to Bring AI-Powered Observability to Customers

Snowflake has completed its acquisition of Observe to enhance its capabilities in AI-powered observability. This acquisition aims to improve reliability and performance for Snowflake's customers by integrating Observe's AI agents, which facilitate faster troubleshooting and cost reduction. The acquisition supports a shift from reactive monitoring to proactive operations in AI and data applications.

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Partnership

Observe.AI Announces Strategic Collaboration Agreement with AWS to Accelerate Adoption of AI Agents for Customer Experience

Observe.AI and AWS have formed a strategic collaboration to accelerate the deployment of AI agents for customer experience. This multi-year agreement aims to enhance customer service operations by integrating Observe.AI's Agentic CX Platform with AWS's scalable infrastructure. The collaboration focuses on improving customer interactions, compliance, and operational efficiency across enterprises.

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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