Powered by AI agents, Observe.AI provides a simple chat interface and out-of-the-box(OOTB) reports for any business user to access the true voice of the customer (VoC)—getting answers about churn, product issues, and sales performance in a matter of minutes.
Insights are no longer just a bunch of customer support metrics on a small sample of survey data. GenAI has enabled users—from customer experience professionals to contact center leaders—to capture, enrich, and interact with all conversations, voice or digital. Observe.AI insights (powered by AI agents) finally give businesses the ability to immediately understand what is going on with their customers. With a framework to continuously invest, test, deploy, and iterate on the latest AI models and technologies, business users can now:
Automatically spot emerging trends and pinpoint issues from real conversations proactively before they negatively affect your bottom line of your products and services.
Simply type questions like 'Why are customers churning?' and get instant, actionable insights from customer data. Any team member can get the answers they need in minutes—no training required.
Get insights from 100% of customer conversations—including voice, chat, SMS, email, and more—that have been enriched with Observe.AI's conversation intelligence.
No heavy configuration. No professional services required. Use natural language to build out classifications, enrichments, and reports without needing an advanced insights degree.
AskObserve
Get insights from structured metrics (like QA scores, metadata, KPIs) and transcripts all in one unified view. No dashboards to build, no reports to configure, no technical expertise required.
Use AI agents to scan every customer conversation to uncover trends, pinpoint root causes, and surface hidden insights—in minutes, not days.
Consume and share textual summaries, quantified insights, and visuals—making insights understandable and collaborative to drive decisions.
AI Studio
Leverage GenAI prompts within our intuitive UI to quickly summarize, categorize, and extract crucial business insights from conversations in minutes.
Pick the LLM that works best for your use case —whether it is Observe.AI’s optimized model, a generic third-party, or your own homegrown model.
Maintain control, trust, and transparency by prompting, reviewing, calibrating, and iterating on results to achieve optimal accuracy.
VoC reporting
Out-of-the-box voice of customer (VoC) dashboards that surface insights with GenAI-powered sentiment, contact reasons, and intent.
Co-occurrence reporting to pinpoint customer needs and areas to improve customer experience.
Customizable performance dashboards that deliver actionable insights to improve CX and key operational metrics like AHT, resolution rate, and CSAT.
conversation intelligence
Analyze 100% of all your customer interactions across all channels, including voice, chat, SMS, email, and more.
Get 95% transcription accuracy with self-service controls to tune further.
Use GenAI to classify sentiment, capture intents, assign contact reasons, and extract information from every conversation.
AskObserve
Get insights from structured metrics (like QA scores, metadata, KPIs) and transcripts — all in one unified view. No dashboards to build, no reports to configure, no technical expertise required.
Use AI Agents to scan every customer conversation to uncover trends, pinpoint root causes, and surface hidden insights - in minutes, not days.
Consume and share textual summaries, quantified insights, and visuals - making insights understandable and collaborative to drive decisions.
AI Studio
Leverage Gen AI prompts within our intuitive UI to quickly summarize, categorize, and extract crucial business insights from conversations in minutes.
Pick the LLM that works best for your use case - whether it is Observe.AI’s optimized model, generic third-party, or your own home grown model.
Maintain control, trust and transparency by prompting, reviewing, calibrating and iterating on results to achieve optimal accuracy.
VoC reporting
Out-of-the-box Voice of Customer (VoC) dashboards that surface insights with Gen-AI powered sentiment, contact reasons, and intent.
Co-occurrence reporting to pinpoint customer needs and areas to improve customer experience.
Customizable performance dashboards that deliver actionable insights to improve CX and key operational metrics like AHT, Resolution Rate, and CSAT.
conversation intelligence
Analyze 100% of all your customer interactions across all channels including voice, chat, SMS, email, and more.
Get 95% transcription accuracy with self-service controls to tune further.
Use Gen AI to classify sentiment, capture intents, assign contact reasons, and extract information from every conversation.
Leverage GenAI powered sentiment signals—tagged at every turn and the entire conversation—to uncover how customers truly feel about your products and services.
Track how customer and agent emotions change during a conversation and reveal what triggered shifts in sentiment.
Tie sentiment with specific events and outcome data during conversations to find the root cause of issues.
Example: CX leaders can now calculate CSAT and NPS scores across 100% of their customer contacts versus relying on the small data sample from 5% survey response rates.
Utilize GenAI models to transform difficult-to-decipher conversations into easy-to-understand reasons why customers are reaching out and what’s impacting customer experience.
Bring your pre-defined taxonomy or use Observe.AI’s intelligence to tell you what’s driving outcomes, systemic issues, and opportunities for innovation.
Modify your contact reason categorizations using a simple drag and drop UI to fit the classifications of your business.
Example: Sales leaders can understand (L1) sales are not converting, (L2) due to the price being too high, (L3) caused by a recent tax that was introduced. They should consider offering free shipping to alleviate consumer costs.
Write in plain English (or other languages) how you would like the AI agent to identify specific topics and events from conversations.
Decipher if specific topics and events occurred during conversations, especially those that are highly subjective or conversational in nature.
Answer complex business questions with consistency and transparency using model reasoning versus NLU/NLP-based approaches.
Example: CX and sales leaders can answer questions like: Did the agent personalize the offer using rapport-building? They can then aggregate insights to direct precise coaching for the agent, as well as review the offers they gave to customers.
Ensure specific information is captured from conversations using GenAI to store, analyze, and trigger workflows using our OOTB integrations.
Create natural language prompts to extract specific information from conversations, such as refund amount, names of providers, or products mentioned.
Merge entities with contact reasons and sentiment to zero in on potential root causes for churn, customer complaints, and specific product line issues.
Example: Analyze customer interactions to quantify the total credit issued due to delayed deliveries. Use this data to understand the financial impact and implement process improvements to minimize delivery delays.
Coaching with context, not guesses
Track compliance, behaviors, and outcomes at scale
Prove impact across your team
Discover what frustrates users, and why
Identify feature gaps, churn signals, and messaging breakdowns
Prioritize roadmaps with real customer insight
Understand what is driving costs, delays, and inefficiencies
Monitor workflows across agents, systems, and channels
Get the “why” behind metrics you’ve always tracked
Let’s turn your conversations into your next competitive advantage.
