Startups > Observe.AI

Observe.AI

Observe.AI helps contact centers improve agent performance and customer experience through AI-powered conversation intelligence.
Series C $214M total Founded 2017 San Francisco, California 237 employees
Observe.AI is an AI-powered conversation intelligence platform for contact centers that analyzes customer interactions in real-time and post-interaction to improve agent performance, operational efficiency, and customer experience. The platform combines real-time agent assistance, automated quality assurance, AI-powered agents, and summarization capabilities to help enterprises transform conversations into business outcomes. Trusted by 350+ global enterprises including SoFi, DoorDash, Uber, and Prudential, Observe.AI enables contact centers to handle high-volume calls, reduce after-call work, and maintain compliance while delivering measurable ROI.
Problem solved
Contact centers struggle to monitor and improve 100% of customer conversations, resulting in inconsistent agent performance, compliance risks, manual quality assurance overhead, and missed opportunities to enhance customer experience.
Target customer
Enterprise contact centers and customer service operations with 100+ agents, particularly in financial services, healthcare, e-commerce, and ride-sharing industries.
Website LinkedIn Crunchbase
Founders
S
Swapnil Jain
CEO & Co-Founder
IIT Delhi graduate who led user growth at Twitter, opened Twitter's India office, and previously worked at Google.
S
Sharath Keshava Narayana
Co-founder & CRO
Second-time entrepreneur with 14+ years building global sales teams at Unbxd, AWS, and Akamai.
A
Akash Singh
Co-founder & CTO
IIT Delhi graduate with high-tech and startup experience, managing the engineering team from Bengaluru.
J
Jithendra Vepa
Co-founder & CTO
Co-founder and CTO with technical leadership responsibilities.
Funding history
Pre-Seed $0.9M August 2017 Led by Emergent Ventures
Y Combinator Unknown Winter 2018 Led by Y Combinator
Series A $26.2M Unknown Led by Unknown
Series B $54M September 2020 Led by Menlo Ventures · Next47 Ventures, NGP Capital
Series C $125M April 12, 2022 Led by SoftBank Vision Fund 2 · Zoom, Menlo Ventures, Nexus Ventures, Scale Ventures, Emergent Ventures, NGP Capital, Steadview Ventures, Next47 Ventures
Total raised: $214M
Industries
Artificial Intelligence Call Center Natural Language Processing Machine Learning Speech Recognition Software SaaS
Pricing
ROI-based pricing model. Specific pricing not publicly available; contact sales for custom enterprise quotes.
Notable customers
SoFi, DoorDash, Uber, Accolade, Prudential, Concentrix, Cox Automotive, Included Health, Pearson, Nations Info Corp, Affordable Care
Integrations
Zoom, CRM systems, customer data platforms, speech recognition systems, major contact center platforms
Website
observe.ai/
Competitors
CallMiner
Broader contact center analytics platform with similar QA capabilities but different architectural approach.
Balto
Focuses primarily on real-time agent coaching and guidance with less emphasis on AI agents.
Level AI
Conversation intelligence platform with emphasis on analytics and insights rather than real-time assistance and autonomous agents.
Dialpad
Unified communications platform with conversation intelligence as secondary feature, broader telephony focus.
Why this matters: Observe.AI represents the next evolution of contact center technology, moving beyond reactive analytics to proactive real-time assistance and autonomous agents. With $214M in funding and SoftBank backing, the company is at the forefront of AI-driven workforce augmentation, addressing the critical challenge of contact center efficiency and compliance at enterprise scale.
Best for: Enterprise contact centers seeking to automate quality assurance, reduce agent training time, improve customer satisfaction scores, and deploy AI agents to handle high-volume, repetitive customer interactions at scale.
Use cases
Real-time Agent Guidance on Compliance
Financial services contact centers use Observe.AI to listen to live calls and provide real-time prompts when agents risk violating compliance regulations. The system detects problematic language patterns and delivers next-best actions, reducing compliance violations and regulatory risk without post-call remediation.
Automated Quality Assurance at Scale
Large contact centers eliminate manual QA sampling by having Observe.AI automatically analyze 100% of interactions across all channels. This provides comprehensive performance insights, identifies coaching opportunities, and ensures consistent quality without the overhead of human reviewers.
After-Call Work Elimination
Customer service teams use Summarization AI to automatically generate accurate, compliant call summaries and update CRM records instantly. One healthcare provider reduced after-call work by over 50%, allowing agents to handle more interactions and reducing manual data entry errors.
AI Agent Deployment for Routine Calls
Contact centers deploy Observe.AI's VoiceAI Agents to handle high-volume, routine inquiries (billing questions, appointment scheduling, status checks). One affordable care provider saw 95% of callers not requesting escalation to live agents, saving 8+ hours per day while maintaining customer satisfaction.
Alternatives
CallMiner More established analytics-focused platform; better for organizations prioritizing deep historical analytics over real-time assistance and AI agents.
Balto Stronger emphasis on real-time coaching for human agents; less developed autonomous agent capabilities than Observe.AI.
Level AI Conversation intelligence with focus on post-interaction analytics; limited real-time guidance and no autonomous agent offering.
FAQ
What does Observe.AI do? +
Observe.AI is an AI-powered conversation intelligence platform that analyzes customer interactions in contact centers in real-time and post-call. It provides real-time agent assistance, automated quality assurance, AI-powered agents for handling calls, and automatic summarization to reduce after-call work. The platform turns unstructured conversation data into actionable insights for improving agent performance, compliance, and customer experience.
How much does Observe.AI cost? +
Observe.AI uses an ROI-based pricing model tailored to enterprise customers. Specific pricing is not publicly available and varies based on contact center size, call volume, and features used. Contact their sales team for custom pricing.
What are alternatives to Observe.AI? +
Key alternatives include CallMiner (analytics-focused), Balto (real-time coaching emphasis), Level AI (post-interaction analytics), Dialpad (unified communications with conversation intelligence), and Voyc. The best alternative depends on whether you prioritize real-time assistance, autonomous agents, or historical analytics.
Who uses Observe.AI? +
Enterprise contact centers across financial services, healthcare, e-commerce, and transportation sectors. Notable customers include SoFi, DoorDash, Uber, Accolade, Prudential, Concentrix, and Cox Automotive. The platform serves 350+ global enterprises.
How does Observe.AI compare to CallMiner? +
Both are enterprise conversation intelligence platforms, but Observe.AI emphasizes real-time agent assistance and autonomous AI agents alongside post-call analytics, while CallMiner is more analytics-focused. Observe.AI's strength is live guidance and AI agent deployment; CallMiner excels in comprehensive historical analytics and has longer market presence. Choose Observe.AI for real-time intervention and agent automation, CallMiner for deeper analytics coverage.
Tags
conversation intelligence contact center real-time assistance quality assurance AI agents speech recognition customer experience workforce automation compliance monitoring summarization