Observe.ai is an enterprise company that is building a voice-AI platform for new age call centers. Founded in 2017, the company is headquartered in Santa Clara. The company aims to introduce ‘voicebots’ before March 2020, with a beta launch targeted at the end of 2019.
Observe.ai's first product, Agent Assist, provides feedback to agents regarding customer opinions. Agent Assist uses Nautral Language Processing (NLP) and Deep Learning algorithms on every real-time call to derive context and create suggestions for the agent accordingly.
Calls are analyzed based on phrases, keywords, and tones to derive suggestions. Every call is converted into a transcript and is analysed using NLP. Based on this feedback, Agent Assist provides guidance on the best action to be undertaken. The AI also helps customers fill forms and generates suggestions to guide them.
Observe.AI is working to develop a virtual assistant of its own that can handle the more basic and repetitive calls from customers to help free up agents for callers who need a human on the other end of the line.
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