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Voice AI Platform for Contact Centers

Jobs at Observe.AI

Observe.AI (observe.ai) (Z21 Labs, Inc.) is a Y-Combinator backed Call center AI company leveraging advancements in AI (Speech processing and Natural language understanding) to automate call center workflows. The vision of the company is to build voice bots that will take customer service calls and resolve customer problems.

Their first product – “Agent Assist” automates the process of analyzing calls using AI. The system uses ML technologies like Keyword Spotting, natural language understanding and speech analysis to measure agent performance, customer experience and extract business insights.

Their soon to the launch product “Agent Augment” is a real-time agent buddy that guides the agent on how to best resolve the customer query by streaming the call in real time and applying ML algorithms. The system provides guidance and recommendations to the agent as the call is happening.

In less than a year (started in May 2017) they have built a customer base of over 15 customers and also built a strong partner ecosystem with Talkdesk (a leader in Cloud-based Contact center software) and PLDT (the largest Telco in the Philippines). They work with the largest call center in the world as their exclusive Voice AI platform. This has got them a solid $8M in Series A funding ($9M in total) from established VC firms in the Silicon Valley.

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