Observe.AI has debuted its Intelligent Workforce Platform, a new way for contact centres to reach unprecedented levels of productivity and breakthrough business results.
Observe.AI’s Intelligent Workforce Platform transforms contact centres by embedding AI into 100% of customer conversations, optimising agent performance, and automating repeatable workflows that drive revenue and retention.
As a result, Observe.AI will help companies to usher in a new generation of contact centre workers that are AI-empowered, ultra-productive, and constantly improving. The launch comes in the wake of Deloitte’s 2021 Global Contact Centre study, that found more than 75% of contact centres expect to fully transition to the cloud within the next two years.
Swapnil Jain, Co-Founder & CEO of Observe.AI, said: “The contact centre is at the core of the customer experience today. Yet, organisations have continued to invest and pour resources into just about every other function, leaving contact centers to operate as they have for decades - inconsistently, reactively, and in a black box.
“Observe.AI is ushering in a new AI-enabled era for contact centres, one where customer needs are understood, agent experience is prioritised, and business results are exceeded.”
Observe.AI’s Intelligent Workforce Platform delivers an “Understand, Empower, Improve” model for the contact centre: