Observe AI

Observe.AI is a generative AI conversation intelligence platform designed for contact centers. It combines conversation intelligence with AI-powered automation to enhance customer understanding, support agents and sellers, and improve customer satisfaction while reducing operating costs.

Key features:
- Real-Time Agent Assist: Provides agents with contextual guidance based on customer intent during live interactions
- Auto QA: Automates quality assurance processes to ensure high-quality customer interactions
- Personalized Coaching Plans: Develops tailored coaching plans for agents based on their performance
- Revenue and Retention Analysis: Identifies gaps in revenue and customer retention from interaction data
- Voice of Customer Insights: Brings customer feedback to the forefront of business decisions
- Knowledge AI: Enhances the knowledge base for agents to access relevant information quickly
- Summarization AI: Automatically summarizes customer interactions for easier review and analysis
- Quality Assurance: Ensures compliance and high standards in customer interactions
- Agent Performance & Coaching: Tracks agent performance and provides coaching to improve skills
- Reporting & Analytics: Offers detailed reports and analytics to monitor and improve contact center operations

How it works:
Users interact with Observe.AI primarily through a web application. The platform integrates seamlessly into existing contact center technology stacks, whether cloud-based or on-premises. During a live call, the AI provides real-time suggestions and guidance to the agent based on the conversation's context. After a call, the AI performs automated quality assurance checks and generates personalized coaching plans for agents.

Integrations:
Observe.AI supports integrations with various contact center technologies and platforms, ensuring smooth operation within existing tech stacks.

Use of AI:
Observe.AI leverages AI to accurately and securely analyze interactions, providing insights that help close gaps in revenue, retention, and business operations. The platform's generative AI features include real-time assistance, automated summarization, and personalized coaching.

AI foundation model:
Observe.AI is built on industry-leading foundational models to power its AI capabilities.

How to access:
Observe.AI is available as a web application and can be integrated into existing contact center systems. It is not open source.

The platform is ideal for contact centers looking to improve agent performance and customer satisfaction, sales teams needing real-time assistance and post-interaction analysis to boost conversions, customer service departments aiming to enhance service quality and compliance, and business analysts seeking to uncover insights from customer interactions to inform business decisions.