Observe.AI, a pioneer in contact center intelligence and Agentic Customer Experience (CX), made an announcement of signing a long-term Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS). This partnership will assist global enterprises in the creation and deployment of purpose-built AI agents within customer service functions, transforming the existing contact center infrastructures into highly efficient and scalable solutions for constant improvement.
Using this strategic partnership, enterprise organizations will be able to use Observe.AI’s Agentic CX Platform running natively on AWS. The integrated solution will enable contact centers to embed AI agents into their operations autonomously resolving customer queries, offering real-time support to customer service representatives and performing constant analysis of conversations.
Modernizing Enterprise Contact Centers for the Agentic AI Era
Customer service processes are considered one of the biggest and most intricate functions in the contemporary business. Still, quite a number of contact centers are limited by outdated IVR solutions, disconnected point-solutions for automation, manual procedures of the agents, as well as by post-call analysis systems, which provide no more than historical data. It is necessary to note that such an approach to building the contact center was not designed to be compatible with autonomous AI agents.
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Observe.AI addresses this operational gap by delivering purpose-built AI Agents across the entire customer experience lifecycle:
- Automation Agents for Customers: Autonomously resolve inquiries end-to-end across voice and digital chat channels by analyzing real-world conversation context, leveraging enterprise knowledge bases, and executing task workflows across core systems of record.
- Companion Agents for Frontline Teams: Assist human agents before, during, and after customer interactions by surfacing relevant context, guiding compliance steps, recommending next-best actions, and fully automating post-call administrative tasks (ACW).
- Operations AI Agents for CX Leaders: Provide complete visibility into conversational quality, regulatory compliance, intent trends, root-cause friction, and agent performance-enabling leaders to transition from backward-looking reporting to real-time operational optimization.
“AI is incredibly important to DoorDash, especially in customer experience,” said Xenia Strunnikova, Head of Customer Experience, Fraud, Trust & Safety S&O at DoorDash. “We didn’t want automation for its own sake. We wanted to better understand what drives customer sentiment, move beyond binary scoring, and put the customer at the center of our decisions. This partnership enabled us to do that at scale.”
Secure, Enterprise-Grade Scalability on AWS Cloud Infrastructure
This partnership between AWS makes it possible for enterprise-level companies to move the AI agents from a sandbox to more secure production environments requiring high levels of security and reliability, as well as regulatory requirements. This platform built on AWS cloud provides a reliable system for implementing agentic workflows in highly regulated service environments.
“Enterprises want to put AI agents to work in customer experience, but production environments demand reliability, security, and compliance at every layer,” said Allison Johnson, Director of Americas Technology Partners, AWS. “Our collaboration with Observe.AI gives organizations a clear path to deploy AI agents across their customer service operations on AWS, backed by the scalable, secure cloud infrastructure that mission-critical CX requires. We’re helping customers and technology partners move from experimentation to real operational impact.”
Driving Measurable ROI Across High-Value CX Workflows
This collaboration helps accelerate time to value for impactful customer service applications. In today’s market, leaders use Observe.AI for making service available round-the-clock, deflecting contacts, lowering Average Handle Time (AHT), improving First Contact Resolution (FCR) and also delivering intelligence to the frontline employees at the very moment they need it the most.
“AI agents are redefining how customer experience work gets done,” said Swapnil Jain, CEO of Observe.AI. “By working with AWS, we are giving enterprises a clear path to deploy AI Agents for CX across the full service operation, from resolving customer needs directly to supporting frontline teams and improving performance continuously.”