Product

What's new from the product team at Observe.AI, including platform updates and releases.

We realized that treating AI like a static, set-it-and-forget-it tool doesn't work for the dynamic reality of a contact center. That is why Observe.AI built Agent Harness.

The AI Management Crisis: Why Teams Are Struggling to Build and Safely Update AI Agents

Aashraya Sachdeva

Aashraya Sachdeva

Director, AI Agents

ChatAI Agents unify voice and chat with shared context, deep integrations, configurable UI, built-in quality monitoring, and enterprise-grade controls—enabling seamless, scalable, omnichannel customer experiences on one platform.

Introducing ChatAI Agents: One Unified System for Voice, Chat, and Continuity

Sagivan Srikantha

Sagivan Srikantha

Senior Product Manager

Meet Observe.AI’s Agent Blueprint: Task Orchestration for Production-Grade Voice AI

Kolin Koehl

When a business revolves around live events and trade shows, there’s always a stream of questions from exhibitors who are trying to get everything right. They want to know about shipping deadlines, sort out logistics, get help with invoices, and clarify setup requirements.

How Freeman cut its call volume by 4% and lifted its QA scores by 6%

Sharni Medina

Director of Customer Marketing

At Observe.AI, we’re pioneering a new era in contact center automation with our advanced VoiceAI Agents. As businesses increasingly encounter the limitations of traditional IVRs and flow-based conversational platforms like Google Dialogflow, our innovative agentic VoiceAI technology stands out, delivering seamless, autonomous, and remarkably human-like customer interactions at scale.

Agentic Voice AI: The Future Beyond IVRs and Conversational Agents

Kolin Koehl

At Observe.AI, we believe exceptional customer experiences begin with superior agent performance—whether managed by humans or powered by AI. Traditional QA methods, often reliant on manual scoring and rigid checklists, lack deep insights and adaptability. Our innovative approach utilizes intelligent AI, surpassing traditional methods with faster insights, continuous adaptation, and consistently objective evaluations that optimize agent performance and enhance customer experiences.

Redefining QA: The Observe.AI Advantage in AI-Driven Agent Quality and Performance

Kolin Koehl

Without full visibility into millions of customer conversations, Pearson found it was missing opportunities to lift customer experience and identify sales prospects. Call times were long, and quality monitoring was inconsistent.

How Pearson and Concentrix Drive a 25-Point NPS Increase using Observe.AI

Sharni Medina

Director of Customer Marketing

Scaling revenue and efficiency without expanding headcount with AI Agent self service

Generating Real Value for the Bottom Line with VoiceAI Agents

John McMullan

Director of AI Agent Marketing

If you’ve deployed conversational AI in your contact center, you’re well aware of its current limitations.

Your New AI Agents: Not Just Rule Followers, But Proactive and Empathetic

John McMullan

Director of AI Agent Marketing

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

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