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Observe.AI Secures $8 Million In Funding To Use AI To Improve Call Centres

Observe.AI Secures $8 Million In Funding To Use AI To Improve Call Centres

Prajakta Hebbar
W3Schools
(L-R) Observe.ai co-founders Swapnil Jain, Akash Singh, Sharath Keshava (Image source: Observe.ai)

Observe.AI has secured $8 million in Series A funding led by Nexus Venture Partners with participation from MGV, Liquid 2 Ventures, Hack VC and existing investors Emergent Ventures and Y Combinator. They also announced their agent-first voice AI platform to improve caller satisfaction in call centres worldwide.

Observe.AI’s voice AI platform provides the agent with real-time feedback on customer sentiment and guides them on next best action during the customer call. The AI platform listens to the call stream in real time, uses deep learning and natural language processing (NLP) to understand the context and generates suggestions and guidance for the agent.

Founded in May 2017 by Akash Singh, Sharath Keshava and Swapnil Jain, Observe.AI has one of the largest call centres in the US among its customers.



Swapnil Jain, founder and CEO of Observe.AI, said in a statement, “Humans like talking to humans because it gives them a sense of assurance which is at the core of a delightful customer experience. We are using the power of AI to make that voice conversation even more delightful by equipping the customer support agent with the tools needed while the call is going on. The agent no longer needs to place customers on hold, or transfer them around; continuous engagement is established until a successful resolution is reached. Our agent-first approach is all about making the job of the agent easier which translates into better productivity and higher customer satisfaction.”

Ram Gupta, managing director of Nexus Venture Partners, added in the statement, “Companies have been actively discouraging their customers to call their agents for the last two decades because of increasing costs even though it is a natural way for humans to get help. With the recent advances in deep learning and NLP, which will dramatically increase the productivity of agents, call centres are ready to become the first port of contact again for customer service. We are excited to partner with the team at Observe.AI as it leads this positive disruption in the call centre ecosystem.”

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