Intelligent workforce platform Observe.ai raises USD 125 Mn in Series C

Intelligent Workforce Platform Observe.AI has raised USD 125 million in Series C funding led by SoftBank Vision Fund 2 with participation from Zoom Video Communications Inc. This brings Observe.AI’s total funding to date to USD 213 million.

Observe.AI’s platform transforms how contact centers operate as AI-empowered systems of intelligence, with full conversation visibility, business-improving insights, and machine-driven workflows. By surfacing intelligence from every customer interaction, Observe.AI acts as a force multiplier, boosting performance of customer-facing teams and automating repeatable processes that exceed business goals. The net effect is stellar customer experiences, top-performing teams, and unprecedented business results.

“Observe.AI has a transformative vision to deliver actionable and trustworthy AI that empowers digital-first businesses to create exceptional customer experiences. We believe the company has built an intelligent, flexible platform with endless use cases, from healthcare companies seeking to enhance patient experience through to financial institutions aiming to boost revenue. We are thrilled to partner with Swapnil and the team to help them accelerate a paradigm shift within the contact center industry.” said Priya Saiprasad, Partner at SoftBank Investment Advisers.

The latest investment will fuel the development of the next generation of Observe.AI’s product innovations, including expansion into harmonizing real-time with post-interaction agent coaching. It will also scale the company’s go-to-market motion, drive continued geographical expansion into international markets, and accelerate its timeframe to IPO readiness.