Observe.AI
Overview
Observe.AI is a leading provider of conversation intelligence solutions for contact centers, leveraging AI-powered automation to enhance customer understanding, support agents in real-time and post-interaction, and improve customer satisfaction while reducing operational costs. The platform is trusted by over 350 enterprises globally and integrates seamlessly into existing contact center tech stacks.
Industry: Contact Center AI
Ideal Customer Profiles: The ideal customers for Observe.AI are large enterprises and contact centers that require advanced conversation intelligence and AI-powered automation to improve customer service, compliance, and operational efficiency. These customers typically operate in industries such as financial services, insurance, healthcare, retail, and collections.
Website: observe.ai
LinkedIn: http://linkedin.com/company/observeai
Products
Real-Time AI
Real-Time AI provides in-the-moment guidance to agents, helping them improve performance during live interactions. It uses AI to surface real-time alerts and prompts based on customer needs and emotions.
Features
Real-Time Alerts
Description: This feature provides real-time alerts and prompts to agents based on the customer's needs and emotions during a call.
Benefit: Agents can respond more effectively to customer needs, improving customer satisfaction and increasing conversion rates.
Smart Scripts
Description: This feature identifies successful agent behaviors and creates scripts to replicate these behaviors across the team.
Benefit: Improves overall agent performance by standardizing successful interaction techniques.
After-Call Automation
Description: Automatically generates call summaries after interactions, reducing the time agents spend on post-call documentation.
Benefit: Increases agent efficiency and reduces average handle time (AHT).
Post-Interaction AI
Post-Interaction AI focuses on improving service quality and compliance through automated quality assurance (QA) and personalized coaching plans.
Features
Auto QA
Description: This feature automates the quality assurance process by evaluating 100% of customer interactions for compliance and performance.
Benefit: Ensures consistent service quality and compliance across all interactions, reducing risk and improving customer satisfaction.
Personalized Coaching
Description: Provides tailored coaching plans for agents based on their performance data, helping them improve their skills and compliance.
Benefit: Enhances agent performance and ensures adherence to compliance standards.
Advanced Business Analytics
Advanced Business Analytics leverages AI to transform millions of customer conversations into actionable business insights, helping organizations make informed decisions.
Features
Natural Language Dashboards
Description: Provides dashboards that use natural language processing to help users query and understand complex data easily.
Benefit: Empowers business leaders to make data-driven decisions quickly and accurately.
Actionable Recommendations
Description: Uses AI to analyze conversation data and provide actionable insights and recommendations for business improvement.
Benefit: Helps businesses identify trends and opportunities to enhance customer engagement and operational efficiency.
Generative AI Suite
The Generative AI Suite is powered by a contact center-specific large language model (LLM) that enhances operational efficiency and customer experience through advanced AI capabilities.
Features
Nuanced Insights
Description: Allows contact centers to extract complex insights from interactions using natural language prompts, going beyond simple keyword analysis.
Benefit: Provides deeper understanding of customer interactions, leading to improved service and customer satisfaction.
Summarization AI
Description: Automatically generates detailed and customized summaries of interactions, reducing the need for manual after-call work.
Benefit: Increases efficiency and accuracy in documentation, freeing up agents to focus on customer interactions.
Contact Center LLM
The Contact Center LLM is a specialized large language model designed to enhance contact center operations by providing accurate and secure analysis of interactions.
Features
Industry-Leading Models
Description: Utilizes advanced foundational models to analyze interactions accurately and securely, providing insights to improve operations.
Benefit: Enhances decision-making and operational efficiency by providing reliable and secure interaction analysis.
Custom LLM Integration
Description: Allows customers to integrate their own large language models with Observe.AI’s platform for tailored AI-powered automation.
Benefit: Offers flexibility and customization to meet specific business needs and enhance AI capabilities.
Quantitative Benefits
"20% Lift in sales conversions"
"15% Improvement in compliance adherence"
"55% Customer sentiment improvement"
"17% Reduction in AHT"
"A leading healthcare firm achieved a 50% reduction in after-call-work with 80% adoption across its 1500 agents."
"The platform is powered by the only contact center-specific 40-billion-parameter LLM, wrapped in secure, supervisory layers and fine-tuned with over 100 years of contact center data, driving accuracy lifts of 45% for dead-air detection, 35% for call summarization, and 33% for sentiment detection compared with generic models."
"Auto QA objectively evaluates 100% of customer interactions with automated recommendations backed by evidence to increase revenue, improve the customer experience, and eliminate compliance risks for contact centers."
"Say goodbye to spot-checking interactions, and say hello to instantaneous insights into your business with 1000x QA volume."
"Accolade Drives Member Engagement with over 50% Reduction in After-Call Work"
Source: Customer Stories | Observe.AI
"ServiceFirst Increases Loan Volume by $3.7 Million Through More Efficient Customer Interactions"
Source: Customer Stories | Observe.AI
"Figo Saves $700k a Year, Gains Critical Visibility into the Business"
Source: Customer Stories | Observe.AI
"ContactPoint 360 Transforms their Contact Center Operations, Achieving 77% Efficiency Gain"
Source: Customer Stories | Observe.AI
"Affordable Care Boosts Revenue by $8 Million with AI-Enhanced Patient Interactions"
Source: Customer Stories | Observe.AI
"Debt relief leader reduces overhead costs by 62% while improving output by 2x"
Source: Customer Stories | Observe.AI
"Top Finserv Company Increases QA Volume by 83% to Optimize Compliance & Agent Performance"
Source: Customer Stories | Observe.AI
"How a Leading Insurance Company Ensured Compliance & Improved Conversions by 10%"
Source: Customer Stories | Observe.AI
"City Cruises improves efficiency by 40%, enabling agents to improve CX faster"
Source: Customer Stories | Observe.AI
"Leading Moving Company Grows Revenue by 74% with Conversation Intelligence and Targeted Co"
Source: Customer Stories | Observe.AI
"Emtek delivers 4x more performance feedback, super-charging client care teams"
Source: Customer Stories | Observe.AI
"RealDefense Hits 103% Sales Quota Attainment with AI-Powered Coaching, Increasing Revenue"
Source: Customer Stories | Observe.AI
"Fast-growth mobile mechanic startup drives 4x increase in bookings"
Source: Customer Stories | Observe.AI
"Leading BPO ramps new hires 20% faster while driving an 87% improvement in efficiency"
Source: Customer Stories | Observe.AI
"Professional training & coaching firm increases performance evaluations by 84%"
Source: Customer Stories | Observe.AI
"Leading auto insurance improves compliance by 15% and mitigates risk"
Source: Customer Stories | Observe.AI
"Leading dealership group grows QA team output by 7% while reducing time spent by 75%"
Source: Customer Stories | Observe.AI
"itel improves compliance by 40%, mitigating risk for a better client experience"
Source: Customer Stories | Observe.AI
"4X Increase in Bookings"
Source: Customer Stories | Observe.AI
"40% increase in conversion rate"
Source: Customer Stories | Observe.AI
"5% increase in CSAT"
Source: Customer Stories | Observe.AI
Testimonials
"Observe.AI is critical for improving compliance and empowering agents with data to improve their performance."
Paritosh Pathak, Chief Information Officer at FINANCIAL SERVICES
Source: Conversation Intelligence for Contact Centers | Observe.AI
"Observe.AI gives us insight into customer conversations so we can better optimize agent performance and improve our policyholder experience to boost revenue and customer experience, all while maintaining compliance standards."
Alexander Grant, Quality Operations Director - Calls Product at INSURANCE
Source: Conversation Intelligence for Contact Centers | Observe.AI
"Observe.AI has enabled us to reduce compliance risk like never before and have full visibility into day-to-day operations."
Vince Trotter, Vice President of Client Success at National Debt Relief
Source: Conversation Intelligence for Contact Centers | Observe.AI
"Observe.AI allows us to optimize for an excellent member experience and provides usable data to grow the business."
Mitch Mann, VP of Member Services at Maxor
Source: Conversation Intelligence for Contact Centers | Observe.AI
"With Observe.AI, we gain a more intimate understanding of customer needs to proactively offer desired solutions."
Tammi Zelm, VP of Customer Experience at Emtek of ASSA ABLOY
Source: Conversation Intelligence for Contact Centers | Observe.AI
"With Observe.AI we can excavate deeper insights from our customer interaction data, and apply this intelligence faster and more precisely to drive action across the organization."
Candice Wu, Product Manager at Sisyphus
Source: Looking to Supercharge Your Contact Center? Schedule Demo Today | Observe.AI
"It is an easy to implement tool which also allows you to create "Moments" within the blink of an eye, driving sales up and customer issues down while ensuring a positive customer experience."
Ken Cohen, Head of Design at Layers
Source: Looking to Supercharge Your Contact Center? Schedule Demo Today | Observe.AI
"observe.Ai can help me observed in the meeting effeciently none so far. everthing went well. great Ai application it helps me notate on all my meetings"
zheena vi d.
Source: Customer Stories | Observe.AI
"Ease of use,Frequency of use and there are multiple features No available screen recording on the tool Evaluating calls and to monitor the standard process to make sure that users are compliant with the policy"
Lalaine V.
Source: Customer Stories | Observe.AI
Customer Stories
National Debt Relief
Problem: Needed to reduce compliance risk and gain visibility into day-to-day operations.
Value Add: Observe.AI provided full visibility into day-to-day operations and enabled compliance risk reduction.
Outcome: National Debt Relief was able to reduce compliance risk like never before and gained full visibility into their day-to-day operations.
Source: Conversation Intelligence for Contact Centers | Observe.AI
Maxor
Problem: Needed to optimize for excellent member experience and obtain usable data to grow the business.
Value Add: Observe.AI allowed optimization for excellent member experience and provided usable data.
Outcome: Maxor gained the ability to optimize for an excellent member experience and obtained usable data to grow their business.
Source: Conversation Intelligence for Contact Centers | Observe.AI
Emtek of ASSA ABLOY
Problem: Needed a more intimate understanding of customer needs to offer proactive solutions.
Value Add: Observe.AI provided insights to gain a more intimate understanding of customer needs.
Outcome: Emtek of ASSA ABLOY gained a more intimate understanding of customer needs, allowing them to proactively offer desired solutions.
Source: Conversation Intelligence for Contact Centers | Observe.AI
Accolade
Problem: Needed to engage members with precise data about their care while enabling empathetic and personalized experiences
Value Add: Observe.AI's large language model empowered them to engage members with precise data about their care while enabling empathetic and personalized experiences
Outcome: Gen AI solutions helped save significant time in after-call work and allowed their front-line healthcare team to focus on building lasting relationships with every member they serve
Source: The Next Generation of Conversation Intelligence, Powered by Gen AI
DailyPay
Problem: Needed to improve agent performance and efficiency
Value Add: Observe.AI helped implement a solution to enhance agent performance
Outcome: Improved agent performance, increased first contact resolution, and boosted efficiency
Source: Customer Stories | Observe.AI
ServiceFirst
Problem: Inefficient customer interactions affecting loan volume
Value Add: Observe.AI helped improve the efficiency of customer interactions
Outcome: Increased loan volume by $3.7 Million through more efficient customer interactions
Source: Customer Stories | Observe.AI
Figo
Problem: Lack of visibility into business operations
Value Add: Observe.AI provided critical visibility into the business
Outcome: Saved $700k a year and gained critical visibility into the business
Source: Customer Stories | Observe.AI
ContactPoint 360
Problem: Inefficient contact center operations
Value Add: Observe.AI helped transform contact center operations
Outcome: Achieved 77% efficiency gain in their contact center operations
Source: Customer Stories | Observe.AI
Affordable Care
Problem: Needed to enhance patient interactions to boost revenue
Value Add: Observe.AI provided AI-enhanced patient interaction capabilities
Outcome: Boosted revenue by $8 Million with AI-enhanced patient interactions
Source: Customer Stories | Observe.AI
Nations
Problem: Needed to improve customer retention and revenue
Value Add: Observe.AI provided 100% visibility into customer conversations
Outcome: Drove higher customer retention, revenue, and time savings
Source: Customer Stories | Observe.AI
MaxorPlus
Problem: Needed to improve customer experience through agent coaching
Value Add: Observe.AI provided screen recording capabilities for agent coaching
Outcome: Elevated CX with agent coaching powered by screen recording
Source: Customer Stories | Observe.AI
Assurance IQ
Problem: Needed to improve customer experience and increase transparency
Value Add: Observe.AI provided tools to enhance customer experience and organizational transparency
Outcome: Improved customer experience and increased transparency and trust across the organization
Source: Customer Stories | Observe.AI
City Cruises
Problem: Needed to improve efficiency and customer experience
Value Add: Observe.AI provided operational efficiency and contact center AI solutions
Outcome: Improved efficiency by 40%, enabling agents to improve CX faster
Source: Customer Stories | Observe.AI
Emtek
Problem: Needed to enhance agent performance feedback
Value Add: Observe.AI provided AI-driven quality management workflows
Outcome: Delivered 4x more performance feedback, super-charging client care teams
Source: Customer Stories | Observe.AI
RealDefense
Problem: Needed to improve sales quota attainment and revenue
Value Add: Observe.AI provided AI-powered coaching
Outcome: Hit 103% sales quota attainment, increasing revenue by 13%
Source: Customer Stories | Observe.AI
itel
Problem: Needed to improve compliance and mitigate risk
Value Add: Observe.AI provided tools to enhance compliance
Outcome: Improved compliance by 40%, mitigating risk for a better client experience
Source: Customer Stories | Observe.AI
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