Observe.AI Overview

Observe.AI is a Conversation Intelligence (CI) solution, powered by proprietary Contact Center Large Language Model (LLM) and Generative AI technologies, that helps organizations drive revenue, operate efficiently, and maintain compliance with every customer interaction. Observe.AI is tailored specifically to contact centers and focuses on identifying important customer insights that can be used to automate workflows and empower agents with the information they need to provide optimal support and service to every customer.

Key Observe.AI Features

The key features offered by Observe.AI include the following:

• Agent Assist: Observe.AI helps drive conversions and customer retention by supporting sales and support teams with real-time insights and coaching.
• Knowledge AI: Using Generative AI, agents can quickly and easily search the company knowledge base to answer customer questions without any wasted time or frustration.
• Summarization AI: Observe.AI automatically creates call summaries and notes (both during or after a call) to reduce the manual work for agents and free up time for complete focus on providing an excellent customer experience.
• Automated Quality Assurance (QA): Observe.AI provides automated analysis for every customer interaction with insights to boost sales, improve customer experience, and reduce risk.
• Agent Coaching: Observe.AI analyzes agent performance and provides contextual, customized coaching tips to improve performance.
• Reporting & Analytics: Observe.AI provides in-depth reporting and analytics across the contact center, as well as insights to support data-driven business decisions.