Bengaluru, India/Palo Alto, California— August 14, 2018 — 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. Observe.AI also announced its agent-first voice AI platform to improve caller satisfaction in call centers worldwide.
Observe.AI empowers call center agents to do their jobs better. Its 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 already boasts one of the largest call centers in the U.S. among its customers. The company recently partnered with Talkdesk to launch its voice AI platform for Talkdesk customers. According to Tiago Paiva, CEO of Talkdesk, “Voice AI is a huge opportunity for call center efficiency and improving the caller experience. I’m excited to bring the Observe.AI offering to Talkdesk customers.”
Swapnil Jain, founder and CEO of Observe.AI, says, “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, concludes, “Companies have been actively discouraging their customers to call their agents for 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 centers 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 center ecosystem.”
Observe.AI empowers support representatives in call centers worldwide to become SuperAgents and provide exceptional, more human customer service experiences. Founded in 2017, Observe.AI is headquartered in Santa Clara, California with an office in Bangalore, India, and is funded by Nexus Venture Partners, Emergent Ventures and Y Combinator. For more information visit www.observe.ai.