Observe.AI’s VoiceAI agents bring intelligent, deeply contextual agentic AI to the contact center

Observe.AI, the leading AI Conversation Intelligence platform for contact centers, is announcing the general availability of VoiceAI agents, a solution for delivering human-like conversations with AI agents capable of demonstrating empathy, listening skills, and critical thinking. This launch affirms Observe.AI’s commitment to supporting customer support operations with AI-driven experiences that assist human agents in complex interactions. 

VoiceAI agents join Observe.AI’s extensive product suite for the contact center, which includes Real-time Agent Assist, AutoQA, agent coaching, and business insights. Designed to transform traditional voice-driven and virtual assistant experiences, VoiceAI agents solve common challenges associated with legacy solutions, including complex implementation processes, constant maintenance for tuning, and a lack of customer satisfaction, according to Observe.AI. 

“At Observe.AI, we believe smarter conversations are key to unlocking extraordinary outcomes for businesses and their customers,” said Swapnil Jain, CEO and co-founder of Observe.AI. “Since our founding seven years ago, we have created a platform that uniquely understands contact center conversations. Building on our rich insights and experience, it is a logical next step to introduce our VoiceAI agents to automate interactions and ultimately support both human and AI agents in delivering consistent, secure, high-quality customer experience across every touchpoint.”

“VoiceAI was able to improve our human experience,” said Emmanual Noyola, director of patient services for Affordable Care and customer of Observe.AI. “Beth, our VoiceAI agent, handles multiple intents with a 95% containment rate so our customer care team can focus on more complex cases.”

VoiceAI agents offer human-like, multi-turn, and multi-intent conversations with control over various nuances, such as brand alignment, sentiment, and tone. These agents can be rapidly created—in as little as one week, with minimal set-up costs—using existing customer interactions to train and test new agents or add new skills to existing agents. VoiceAI agents also delivers:

• Customer-first service with zero wait time assistance while actioning on requests, where agents are capable of understanding any customer question and delivering relevant answers or seamlessly escalating the query to a human agent with the necessary context
• 200-plus out-of-the-box integrations, deeply embedding VoiceAI into systems of record that allows the solution to work alongside human agents to deliver faster, more meaningful customer support 

• Trustworthy AI built on Observe.AI’s enterprise-grade security architecture, including GDPR, HITRUST, HIPAA, SOC2, ISO27001, and other certifications, paired with a review and evaluation process of VoiceAI agent interactions powered by AutoQA

• Near-immediate ROI for companies of all sizes and and AI maturity levels 

To learn more about Observe.AI, please visit http://Observe.AI.