Diverse Programmers - AI/ML Automation, Emerging Technologies, and Innovation

AI Tool

Observe.AI

Observe.AI is an enterprise-grade, AI-driven conversation intelligence platform designed specifically for contact centers. It leverages advanced real-time and post-interaction AI solutions to analyze 100% of customer conversations, offering actionable insights for agent coaching, performance optimization, and compliance monitoring. By automating call evaluations and integrating voice AI agents with intelligent prompts, the platform helps reduce operating costs while boosting customer satisfaction and revenue growth.

Targeted at contact center leaders and large-scale enterprises, Observe.AI transforms every customer interaction into a strategic asset. Its comprehensive suite of tools—from real-time agent assist to post-call analytics—ensures that businesses can harness the full potential of their customer service channels, driving operational excellence and improved business outcomes.

Website: https://www.observe.ai/

Key Features

AI-powered real-time agent assist

Automated post-interaction QA and coaching

VoiceAI Agents for automated call handling

Comprehensive conversation intelligence with 100% interaction evaluation

In-depth business insights and reporting analytics

Use Cases

Real-Time Agent Support: Empower agents with instantaneous, AI-driven prompts, scripts, and guidance to improve customer interactions and reduce response times.

Automated Quality Assurance: Leverage post-interaction AI to automatically evaluate 100% of calls, ensuring compliance and highlighting areas for targeted coaching.

Voice AI Call Automation: Deploy intelligent VoiceAI Agents to manage high-volume, complex calls, reducing wait times and improving customer satisfaction.

Business Analytics & Reporting: Extract valuable insights from customer interactions and operational data to drive revenue growth, optimize performance, and support strategic decision-making.

Enterprise Scale Optimization: Integrate across the enterprise to empower various departments, extend conversation insights beyond the contact center, and drive overall business impact.

Benefits

100% evaluation of customer interactions for comprehensive insights

Enhanced agent performance through real-time assistance and automated coaching

Significant reductions in Average Handle Time (AHT)

Improved conversion rates and revenue growth

Strengthened compliance monitoring and risk mitigation

Operational efficiency gains across the organization

Metrics

Reduction in AHT: 23% reduction in Average Handle Time

Uplift in Conversions: 20% uplift in conversions

Revenue Increase: 13% increase in revenue

Compliance Monitoring: 97% improvement in compliance monitoring

Pricing Plans

VoiceAI Agents - Custom

Effortless, natural caller conversations
Adaptive engagement to scale capacity
Improved CSAT, NPS, AHT, FCR

Real-time AI - Custom

Real-time agent assist
Faster customer interactions
Enhanced agent productivity

Post-interaction AI - Custom

Auto QA & Manual QA
Data-driven agent performance coaching
Operational efficiency and compliance

Enterprise Advanced - Custom

Combination of Real-time and Post-interaction AI
High-impact insights and enterprise scale benefits

Enterprise Unlimited - Custom

All Enterprise Advanced features
Call Summarization to reduce after-call work
Knowledge AI integration for precise information access

Testimonials

Observe.AI’s LLM empowers us to engage members with precise data, allowing our front line healthcare team to focus on building lasting relationships with every member we serve.
— Ardie Sameti, VP of Product, AI & Platform

Observe.AI’s comprehensive Moments architecture and search functionality has become invaluable not only for understanding customer interactions, but also for gaining marketing and product insights.
— Ryan Moore, VP, Customer Operations

Diverse Programmers Recommendation

Observe.AI is a powerful solution for transforming contact centers into strategic revenue centers by leveraging real-time and automated AI capabilities. Diverse Programmers can assist with advisory, integration, and custom solutions to fully harness the platform’s potential and align it with your business objectives.