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Observe.ai is an enterprise AI company that offers a voice-AI platform for new age call centers. Founded in 2017, the company is headquartered in Santa Clara. Observe.ai was founded by Swapnil Jain, CEO; Akash Singh, CTO; and Sharath Keshava Narayana, Chief Revenue Officer (CRO).
Observe.ai's product is an AI-assisted software platform designed for call centers. Called "Contact Center AI," the platform automates certain tasks for and provides analytics to call centers and their agents. Using natural language processing (NLP) to analyze calls and interactions, Contact Center AI is able to transcribe calls and surface requests that are more pressing for review. Observe.ai's platform also automates evaluation of call center agents, analyzing calls and collecting data that can be used for agent improvement. This analysis can be further broken down to showcase specific areas that an agent either excels at or needs improvement in. Observe.ai also provides data on agent's performance that can be monitored and tracked over time.
Observe.ai's Contact Center AI has been used by a variety of companies to automate their call center services, including Enhanced Recovering Company LLC, National Debt Relief, 23andMe, Root Insurance Company, Concentrix, and 2U. The company has partnered with a number of Cloud Providers, Contact Center as a Service (CCAAS) Platforms, and Master Agents:
Since 2017, Observe.ai has participated in five funding rounds, raising a total of $89 billion. In its most recent round, a September 2020 series B, Observe.ai raised $54 million. The round was led by Menlo Ventures, with Next47, NGP Capital, Scale Venture Partners and Emergent Ventures also participating.
