Observe.AI, the leading AI-driven platform for contact centers, announced a significant upgrade to its GenAI Insights solution, introducing advanced capabilities that unlock deep Voice of Customer (VoC) intelligence and deliver it across the enterprise through AI-powered agents.
Building on eight years of innovation in conversation intelligence, Observe.AI continues to empower organizations to enhance both human and virtual agent performance while elevating customer experiences. With this latest evolution of GenAI Insights, businesses now gain real-time access to high-resolution insights from 100% of customer conversations-including granular turn-by-turn sentiment shifts, underlying drivers behind customer behaviors, and the most common reasons for outreach—all linked directly to measurable business outcomes.
For the first time, these insights are made instantly accessible to stakeholders across every department through intelligent AI agents, enabling data-driven decisions at scale and reducing the dependency on traditional analysis methods.
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“Contact centers are home to the richest customer data in the enterprise, but that data has historically been locked behind siloed data systems, slow manual analysis, or complex tooling,” said Swapnil Jain, CEO and co-founder of Observe.AI. “With this latest release, we’re giving every team—not just analysts—on-demand access to deeper, smarter, evidence-based insights that drive business action.”
Organizations using GenAI Insights are already experiencing transformational results. Early adopters report significant improvements in visibility, efficiency, and responsiveness across customer-facing operations.
“GenAI Insights is helping us unlock a new level of visibility into our customer conversations,” said Ryan Moore, VP, Customer Operations, DailyPay. “We’re no longer limited to manual reviews or partial samples-instead, we’re surfacing patterns across millions of interactions to proactively spot issues via AskObserve, optimize workflows, and guide decision making. It’s accelerating our ability to serve both customers and partners with greater precision and speed.”