KNOWLEDGE AI

Turn every agent into an expert

Knowledge AI provides agents with instant, accurate, and easy-to-understand responses to address customer inquiries in seconds, leveraging GenAI and centralized knowledge-base access.

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Proven impact across 350+ enterprises

23%

reduction in AHT

10%

uplift in conversions

13%

increase in revenue

97%

improvement in compliance monitoring

Read our customer stories

Experience the impact across your contact center

Drive More Sales

Build customer trust by quickly answering their questions with confidence.

Knowledge AI for sales

Reduce Compliance Risk

Ensure agents are sharing accurate information and reduce hold-time violations.

Knowledge AI for compliance

Improve Customer Experience

Increase customer satisfaction by efficiently addressing their questions every time.

Knowledge AI for customer service

Increase Operational Efficiency

Reduce agent effort by providing ready-to-use answers they can simply read off.

Knowledge AI for operations

KNOWLEDGE AI

Expertise at their fingertips

Knowledge base integration

Easily connect knowledge AI via APIs to your knowledge bases and FAQs or simply drag and drop files for AI to immediately absorb information from your existing resources. AI continues to learn from your best agent responses and improve suggestions.

GenAI responses

Type in a query into the chat interface and GenAI will summarize knowledge base articles, track down specific information, or provide easy-to-understand responses to complicated questions in seconds.

Links and citations

Increase trust in GenAI results with precise source details and links with every generated response. Share feedback on AI results using the thumbs-up/down feature.

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Real-time AI ecosystem

Maximize real-time agent assist impact

Agent Assist

Keep agents on script and enforce winning behaviors with contextual alerts and prompts.

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Summarization AI

Automate after-call work with automatic call summarization, formatting, and system routing.

Discover summarization AI

What They Say

Proven technology trusted by 350+ customers

Our CSAT scores went up by at least 5% since we rolled out Observe.AI. It’s a clear indication that the changes we’ve made are driving real improvements.”

Shurland Buchanan

Chief Learning Officer

itel

The depth of insights we’re now receiving from Observe.AI is invaluable. Through comprehensive assessment, we’re able to provide precise coaching to enhance performance.”

Matthew Fishbein

Director of Client Operations

Cox Automotive

Observe.AI’s Conversation Intelligence Platform has become invaluable not only for understanding customer interactions, but also for gaining marketing and product insights.”

Ryan Moore

VP, Customer Operations

DailyPay

By using Observe.AI, we can identify and validate calls and have a more targeted pool for evaluation.”

Jon Reynel Lumongsod

Global Head of Speech Analytics

ServiceFirst

Our partnership with Observe.AI strengthens our ability to operate efficiently and positions us for success in navigating the complexities of the healthcare industry.”

Mitch Mann

Vice President for Member Services

MaxorPlus

Observe.AI’s LLM empowers us to engage members with precise data about their care while enabling empathetic and personalized experiences.”

Ardie Sameti

Sr. Director AI & Automation

Accolade

Observe.AI helped guide us to make significant changes, including automating our QA process using Auto QA.”

Emmanuel Noyola

Director of Patient Services

Affordable Care

Observe.AI has become a part of every facet of our business. Whenever somebody wants to know what our customers are talking about, I’m able to look it up.”

Ken Fausel

Director of Customer Service

Auto QA has brought my team a new level of confidence. Before, we made decisions based on hunches. Today, we make decisions based on statistically significant conversation data.“

Marlon Pacheco

Director of Training & QA

Historically, JK Moving only grew at 10% YoY. But in two years, after implementing Observe.AI, we hit an overall growth rate of 74%!"

Ken Cohen

SVP Business Development

JK Moving Services

Resources

Let’s dive deeper

Insights

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5 min

Real-Time Agent Assist and Copilot Solutions: A Growing Priority for Customer Experience Leaders

CMP Research, the advisory and research branch of Customer Management Practice, recently published its inaugural CMP Research Prism for Real-Time Agent Assist and Copilot report. The report highlights a surge in demand for real-time agent assist and copilot solutions to alleviate major customer contact and CX leader pain points. It helps organizations cut through the vendor landscape noise with an in-depth evaluation of ten leading solutions providers.

Achieving Operational Excellence and Enhanced Customer Satisfaction with DailyPay and Observe.AI

4 Winning Strategies for GenAI-Powered Conversation Intelligence Implementation in Contact Centers