Engineering

Insights and analysis on AI and machine learning from our engineering team.

When you’re designing AI-driven customer experiences, the promise is compelling: an AI agent answers calls, understands intent, fetches data, acts on tools, and delivers accurate outcomes. But in reality, many deployments fall short because the agent doesn’t reliably follow the steps we require, especially when compliance or regulated workflows are involved.

Navigating Complex Conversations with Agent Blueprint

Navtej Reddy

Software Engineer

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

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