Observe.AI is a leading provider of live conversation intelligence for contact centers. The platform is powered by a state-of-the-art contact center large language model (LLM) and Generative AI engine, which is built on 30 billion parameters. This technology allows Observe.AI to analyze 100% of customer interactions across various channels, providing businesses with invaluable insights to enhance their frontline team performance and drive significant outcomes.
The platform offers a comprehensive understanding of business operations by providing visibility into every customer interaction. This allows businesses to identify new opportunities and manage risks effectively. Observe.AI also empowers frontline teams by providing real-time guidance and targeted coaching, along with automating workflows to improve efficiency and performance.
Observe.AI's platform is designed to drive outcomes across the business. It enables businesses to connect customer feedback with critical business decisions that impact various areas, including product development, marketing, and more. The platform's Conversation Intelligence feature uses a best-in-class AI engine to analyze customer interactions across all channels, turning unstructured data into insights and providing complete visibility into business operations.
The platform also offers real-time AI capabilities, including Agent Assist and Supervisor Assist. Agent Assist provides custom scripts, prompts, and alerts to guide sellers and agents for better call execution and improved productivity. Supervisor Assist empowers frontline managers to intervene in live calls, provide instant feedback, and offer time-bound support to agents.
Observe.AI's platform also includes a Generative AI Suite, which leverages Generative AI applications based on an LLM specifically trained on your business and customer interaction data. This suite includes features like automated call summaries, knowledge surfacing at the right time, and agent self-improvement tips.
Post-interaction AI features are also part of the platform, providing accurate, AI-based insights from all customer interactions to power key evaluations and agent coaching workflows. This includes Auto QA, which automates the QA process and analyzes all interactions, and Quality Assurance, which monitors quality on the most important conversations across channels.
Observe.AI also offers comprehensive reporting and analytics, enabling businesses to make informed decisions based on focused, actionable reporting on customer conversations, agent performance, and critical contact center metrics. The platform has helped brands increase sales conversions by 20% and improve compliance adherence by 15%.
Observe.AI takes security seriously, ensuring that all customer interactions are handled with the utmost care and protection. The platform is designed to help businesses convert more interactions to sales, reduce risk, satisfy more customers quickly, and improve operational efficiency. With Observe.AI, businesses can transform the performance of their frontline teams and achieve significant business results.
Generative AI Suite
On June 2023 Observe.AI launched a groundbreaking Generative AI Suite, powered by a 30 billion parameter Contact Center Large Language Model (LLM). This suite is designed to revolutionize agent efficiency and performance, offering a unique solution for contact centers aiming to enhance customer experience using AI technology.
The suite includes three key features: Knowledge AI, Auto Summary, and Auto Coaching. Knowledge AI allows agents to quickly and accurately answer customer queries by analyzing knowledge bases and delivering the best response instantly. This reduces customer hold times and improves overall customer satisfaction and first call resolution.
Auto Summary, another feature of the suite, uses Generative AI to automatically capture the essence of customer interactions. It can create summaries in structured, unstructured, or entity-based formats, eliminating the need for agents to take notes. This feature has the potential to completely eliminate after-call work, making contact centers more productive.
The third feature, Auto Coaching, provides agents with immediate, in-the-moment coaching. It offers auto-created feedback from Generative AI, enabling agents to make quick adjustments to improve performance without waiting for supervisor feedback.
Observe.AI's Generative AI Suite is a significant step forward in the use of AI in contact centers. It not only enhances agent efficiency but also improves customer experience, making it a valuable tool for businesses looking to differentiate themselves in a competitive market.