Observe.AI

Observe.AI is a conversation intelligence platform for contact centers, founded in 2017. The company's core offering is an AI-powered system that analyzes customer interactions across various channels to enhance agent performance, improve quality assurance, and drive better business outcomes. Observe.AI's platform is built on a proprietary 40-billion-parameter large language model (LLM) specifically trained on contact center data, which the company claims outperforms generic models in accuracy for tasks like call summarization and sentiment analysis.

The platform's key features include automated quality assurance (QA), real-time agent guidance, call summarization, and coaching tools. In June 2023, Observe.AI introduced a new Generative AI Suite, which includes capabilities such as Knowledge AI for quick customer query responses, Auto Summary for generating interaction summaries, and Auto Coaching for providing immediate feedback to agents. The company's technology aims to address challenges in the contact center industry, such as improving customer experiences, increasing operational efficiency, and ensuring compliance.

Observe.AI's solution integrates with various contact center and business technologies, including Customer Relationship Management (CRM) systems, Business Intelligence (BI) tools, and Human Resource Information Systems (HRIS). The company reported a 150% increase in Annual Recurring Revenue (ARR) in March 2022, though specific financial figures were not disclosed. As of April 2022, Observe.AI had raised a total of USD 213 million in funding, with investors including SoftBank Vision Fund, Zoom, and Menlo Ventures.

Key customers and partnerships

Observe.AI serves over 350 enterprise customers across various industries. Notable clients include Accolade, a personalized healthcare company that uses Observe.AI's platform to analyze interactions with its 12 million members and provide real-time feedback to care teams. Other customers include Affordable Care, Concentrix, Cox Automotive, Maxor, Pearson, and Public Storage.

In November 2022, Observe.AI announced an integration with Zoom's Contact Center platform, allowing Zoom customers to leverage Observe.AI's conversation intelligence capabilities. This partnership aims to enhance customer experiences, improve agent training, and provide deeper insights into customer interactions for Zoom Contact Center users.