Insights

Industry analysis, best practices, and actionable strategies for contact center leaders.

As AI agents become central to customer experience strategies, a familiar trap is emerging: over-automating the wrong interactions while under-investing in the ones that matter. You’ve probably heard vendors talk about automating “simple” tasks like resetting passwords, checking claim statuses, and booking appointments. But simplicity is not the same as strategic value. To get automation right, product and operations leaders need to go beyond the channel and focus on the complexity of interactions. Specifically, the difference between L1, L2, and L3 support tiers. Let’s break it down.

Not Every Interaction Is Created Equal: Why Understanding L1, L2, and L3 Support Is Key to AI Agent Strategy

John McMullan

Director of AI Agent Marketing

The transformative potential of generative AI, particularly large language models (LLMs), is widely understood at this point. What’s less clear for many C-level and operations leaders is where to begin.

Talk Is Cheap, Unless You’re Using It Right: Where LLMs Matter Most for Enterprises

John McMullan

Director of AI Agent Marketing

As generative AI moves from experimentation to enterprise adoption, Enterprise leaders are pressuring their teams to move faster. The logical place to start is with experimentation and available expertise. But organizations need to ask themselves before they commit to production-grade AI endeavors: Do we build our own AI for customer experience or partner with a platform purpose-built for it?

Some Assembly Required. And Then A Lot More: The Hidden Cost of DIY AI Agents

John McMullan

Director of AI Agent Marketing

Remember when the internet felt alive? Now, there's a pervasive feeling that we're mostly navigating automated wastelands with bots tweeting at bots, algorithms curating what other algorithms have generated, and auto-replies replying to auto-emails. Your inbox is full of emails written by bots preaching the promise of the future. The Dead Internet Theory may sound like a provocative conspiracy, but it's rooted in a real problem: the erosion of authentic human interactions in digital spaces.

The Dead Internet Is Real. But Agentic AI Agents Bring the Conversation Back to Life

John McMullan

Director of AI Agent Marketing

Today’s banking and financial services (BFS) customer base represents a multigenerational spectrum of clientele with high expectations and polarizing preferences. Delivering exceptional customer experiences that address each generational need has turned into a strategic priority for BFS with thousands of US-based organizations—from fintech and banking to brokerage houses and credit card companies—competing to not only grow but also retain their existing customers.

A Winning BFS Omnichannel Strategy to Bridge the Customer Generational Gap

Jacquie Kenney

Director of Product Marketing

If you’re struggling to retain your banking and financial services customers today, we have some bad news for you. Hyper-personalization is the name of the new game, with companies like Spotify, Netflix, DoorDash, and Lyft resetting the customer-expectation bar to seemingly unachievable new heights.

The Hyper-Personalized Future of Banking and Financial Services Customer Experience

Jacquie Kenney

Director of Product Marketing

Trust in AI agents is a challenge, but the solution is simple: treat AI and human agents the same. With Observe.AI, you can train, monitor, and evaluate 100% of conversations on one platform—ensuring seamless AI-human handoffs, accurate responses, and enterprise-grade security.

How to Build Trust in Both Human and AI Agents

John McMullan

Director of AI Agent Marketing

Facing growing operations and outdated manual processes, Central Bank’s customer service team turned to Observe.AI to streamline QA, reduce after-call work, and enhance fraud detection.

Central Bank Streamlines Customer Service and Boosts Efficiency With AI

Sharni Medina

Director of Customer Marketing

Tell me what’s wrong with this picture: Your contact center records every customer interaction—a goldmine of insights, preferences, and unmet needs—only to let them collect dust in digital storage. At the same time, your business invests millions in market research and customer surveys to help drive revenue growth.

The Untapped Revenue Potential of Customer Interaction Data

Jacquie Kenney

Director of Product Marketing

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

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