Observe.AI, a leading AI Conversation Intelligence platform for contact centers, has announced the general availability of its VoiceAI agents, designed to automate customer interactions ranging from FAQs to complex, multi-turn conversations. With this launch, Observe.AI now delivers the only end-to-end AI-powered platform that enables enterprises to enhance their current customer support operations while advancing toward fully AI-driven experiences.
The expanded Observe.AI platform now integrates enterprise-grade VoiceAI agents, Real-time Agent Assist, AutoQA, agent coaching, and business insights. This unified approach empowers businesses to automate initial interactions, assist human agents in managing complex conversations, and analyze post-interaction data for continuous improvement.
Bridging the Gap Between AI and Human-like Customer Service
Traditional contact centers have long relied on legacy conversational intelligence tools, such as voice-driven IVRs and virtual assistants, which often require lengthy deployment and constant manual tuning. These outdated solutions frequently result in frustrating customer experiences, as callers struggle with limited self-service options or bypass menus to seek human assistance.
Also Read: PFT Launches CLEAR® AI Agentic Platform to Transform Postproduction & Content Supply Chains
Driving the Future of Autonomous Contact Centers
Observe.AI’s AI-powered platform caters to businesses at all stages of AI adoption, enabling them to integrate VoiceAI at their own pace while realizing immediate operational efficiencies.
“VoiceAI was able to improve our human experience,” said Emmanual Noyola, Director of Patient Services at Affordable Care. “Beth, our VoiceAI agent, handles multiple intents with a 95% containment rate so our customer care team can focus on more complex cases.”
“At Observe.AI, we believe smarter conversations unlock extraordinary business outcomes,” said Swapnil Jain, CEO and Co-Founder of Observe.AI. “Since our founding seven years ago, we’ve built a platform that deeply understands contact center conversations. Now, with VoiceAI agents, we’re taking the next step—empowering both human and AI agents to deliver a seamless, secure, and high-quality customer experience at every touchpoint.”