Observe.AI Raises $26 Million to Add AI to the Voice Customer Service Market
Observe.AI, a provider of agent enablement solutions for voice customer service, has completed a $26 million Series A financing round.
"Legacy speech analytics systems are simply not meeting the needs of the world's top brands," said Swapnil Jain, CEO and co-founder of Observe.AI, in a statement. "Today's customer service agents have a unique ability to emotionally connect with customers and are often a brand's only front-line representatives. This investment will fuel our mission to elevate agent performance through AI-based coaching and insights."
Observe.AI uses the speech, natural language processing, and deep learning technologies to analyze 100 percent of customer conversations and provide adaptive coaching, including completely automating some parts of the quality assurance and compliance tracking processes. The platform becomes smarter with each call analysis.
Observe.AI also announced a long-term strategic partnership with Microsoft, allowing joint customers to leverage Observe.AI's platform through the Microsoft Azure cloud solutions marketplace.
"At Microsoft, we're thrilled to see one of our Microsoft for Start-Up members excel as one of the fastest-growing startups in the Bay Area. Observe.AI continues to define how AI can transform the customer experience, impacting enterprise support teams to improve quality of service, agent performance, and productivity," said Shaloo Garg, managing director of Microsoft for Start-Ups, in a statement.
Observe.ai's integration with Genesys Cloud enables businesses to analyze calls with sentiment analysis for compliance and quality monitoring, agent performance, and remote agent coaching in a single platform.
Observe.AI's Voice AI platform has become part of Telarus' portfolio of suppliers.