Insights

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

The buzz around Generative AI is real, but don't be fooled. Not all contact center LLMs are created equal.

The Problem with Most LLMs for Contact Centers

Jithendra Vepa

Chief Scientist

Our data analyst team analyzed 65,000+ conversations for our Observe.AI Insights series and found the best ways to personalize customer conversations

4 Tips for Personalizing the Customer Experience—and Boosting CSAT

Sneha Iyer

A Guide for Contact Center Leaders

The Generative AI Manifesto: Experiment Fast, Early, and Responsibly

Swapnil Jain

Co-Founder and CEO, Observe.AI

Our data analyst team analyzed 230,000+ conversations and found three major call center sales tips for agents that significantly improved conversion rates.

Call Center Sales Tips for Agents: Top 3 Tactics

Sneha Iyer

Santa Clara University Distinguished Professor Kirthi Kalyanam shares his thoughts on Generative AI for the contact center

Contact Center Generative AI: Perspective from a Distinguished Professor

Michael Lowe

Head of Content

Observe.AI CEO Swapnil Jain and Chief Scientist Jithendra Vepa Answer Your Generative AI Questions

GPT & Generative AI Q&A with Observe.AI’s CEO and Chief Scientist

Michael Lowe

Head of Content

Insights from customer discussions around Generative AI and GPT

Four Highlights from Our GPT Innovation Day

Michael Lowe

Head of Content

What is GPT, generative AI, and why does it matter for contact center leaders everywhere.

Everything Contact Centers Need to Know About Generative AI

Jithendra Vepa

Chief Scientist

Compliance violations can lead to costly regulatory fines or complicated legal issues. Don't leave it to chance.

4 Tactics to Keep Contact Center Agents in Compliance

Observe.AI Staff

Observe.AI Staff

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

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