Observe.ai is a company that develops a contact center conversational intelligence platform. It is built on a 30 billion-parameter contact center large language model (LLM) and a generative AI engine. The platform uncovers insights from 100% of customer interactions to maximize frontline team performance and drive outcomes across the business. 

It provides visibility into customer interactions across channels, offers real-time guidance and targeted coaching for frontline teams, and automates workflows to boost efficiencies and agent performance. Observe.ai also offers features like highly accurate transcription with speech recognition, sentiment analysis, silence detection, automated redaction for compliance, and entity detection and extraction.

Observe.ai Features

• Contact Center Large Language Model (LLM): Observe.AI is built on a 30 billion-parameter contact center LLM, which uncovers insights from all your customer interactions.

• Generative AI Suite: Empowers agents with time-saving automation and self-improvement tips.

• 100% Visibility into Customer Conversations: Provides complete visibility into customer conversations across all channels, allowing you to surface trends, opportunities, and risks.

• Real-Time Guidance and Targeted Coaching: Enhances performance with real-time guidance, targeted coaching, and automated workflows driven by Generative AI.

• End-to-End Conversation Intelligence Platform: Fuels better performance and boosts efficiency before, during, and after interactions.

Observe.ai Pricing

To know about pricing, you have to contact Observe.ai and fill out the form.

Observe.ai Usages

• Contact Center Conversation Intelligence: Observe.ai optimizes team performance and business outcomes by analyzing all customer interactions using advanced AI technology.

• Real-Time Analytics: Observe.ai provides real-time analytics powered by AI to boost sales, improve call center quality, and create metrics that drive revenue & retention.

• Automated Workflows: Observe.ai can automate workflows to boost efficiencies and agent performance.

• Agent and Sales Rep Guidance: The platform can steer agents and sales reps to success with real-time guidance and targeted coaching.

• Business Impact: Observe.ai can connect the dots between customer feedback and business decisions that impact products, marketing, and more.

• Compliance Adherence: Observe.ai can help reduce risk and gain the confidence of a more compliant frontline.

• Operational Efficiency: Observe.ai can help everyone on your team accomplish more, faster with consistent results.

Observe.ai Launch and Funding

Observe.ai was founded by Swapnil Jain, Akash Singh, and Sharath Keshava Narayana in 2017. Swapnil Jain serves as the CEO. The company launched its Real-Time AI product suite on January 31, 2023. It has raised $213 million in funding, with the latest round in 2022, and is valued between $500 million to $1 billion.

Observe.ai Competitors

• Enthu.AI: Designed for contact centers and voice teams, Enthu.AI excels in call quality assurance across all calls. It supports agent coaching with precise call moments for targeted improvement.

• Five9: A comprehensive CCaaS solution that enhances customer interactions across multiple channels. Five9 is known for high-quality voice and video calling, with the ability to easily integrate with other software. 

• Tethr: This cloud-based speech analytics software leverages AI and machine learning for deep insights into customer conversations. Tethr is suitable for businesses of all sizes​​.

Observe.ai Limitations

• Cutting down long calls: During lengthy calls, Observe.AI has been reported to cut them down into smaller segments. While this may help with analysis and review, it can sometimes lead to confusion among users who need the full context of the conversation.

• Inaccurate transcripts: Customers have expressed dissatisfaction with the accuracy of the transcripts generated by Observe.ai. Although the platform offers fast and easy evaluations, improvements are needed to enhance the accuracy of the transcripts.