Observe.AI Launches New Contact Center AI Analytics Tools
Contact center AI platform Observe.AI has introduced a set of new aides for learning what the AI’s data analysis means. The new Conversation Intelligence Consulting Services offers contact centers a way to better integrate and decipher how customer interactions with human and virtual agents is proceeding and what could be done to improve them.
Observe.AI collects and processes voice and text conversations between businesses and customers. The AI leverages natural language understanding to work out how the language, emotion, and cadence of the call correspond to customer satisfaction and coach employees for future interactions as a way of improving customer experiences. The same data can be used for regulatory compliance and other tasks as it offers more visibility and useful strategies based on data and testing for customer needs. According to a recent Observe.AI survey, businesses find a significant value in conversation intelligence, multiplying a contact center’s belief they were prepared for the future by 10.
The Conversation Intelligence Consulting Services extends those existing tools with better analysis and automation of conversations and AI automation, as well as fuller data analysis and interpretation. According to the company’s recent survey, these AI analytics also improves strategic business decisions, according to 92% of those surveyed, and 89% said it improved wither agent performance and customer engagement. The new tools follow Observce.AI’s $125 million funding round led by SoftBank Vision Fund 2 in April, nearly doubling its total investment to $213 million.
“From our novel innovations in contact center AI to this new suite of services, we’re committed to helping contact centers maximize the impact of their AI investments, reduce time-to-value, and promote scalable, sustainable business improvement,” Observe.AI CEO Swapnil Jain said. “We’ve helped hundreds of contact centers across industries harness conversation intelligence to reach new heights of business and process transformation.”