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Every customer conversation—across voice, chat, and email—is full of insight, yet many businesses only review a small sample or analyze too late.
Observe.AI’s platform transforms raw interactions into actionable insights, revealing what your customers want, where they’re struggling, and how to take action.
These aren’t just customer support metrics. They’re real Voice of the Customer (VoC) signals tied to churn, loyalty, product issues, sales performance, and more.
Traditional VoC tools miss the subtle cues. Observe.AI goes deeper—using Conversation Intelligence to reveal the hidden insights between the lines. So you can act faster, serve smarter, and exceed every customer expectation.
Spot emerging trends and pinpoint issues before they affect your bottom line
Quickly grasp context, intent, sentiment and behaviors to impact CX
Take immediate action without waiting for analyst reports or manual review of interactions
Empower every team with answers, not just raw data
conversation intelligence
Analyze customer interactions across all channels including voice, chat, email, and SMS
Get 94%+ transcription accuracy out of the box, with self-service controls to tune further
Capture sentiment, intent, L1-L3 contact reasons, entity extraction and domain-specific nuance in every conversation
AskObserve
Teams can now simply ask questions like “What’s driving complaints about our billing process?” or “Are customers mentioning competitor offers more often this quarter?”
Use natural language to explore trends, anomalies, and root causes
Understand why things are happening, with insights derived from structured metadata and unstructured data from conversations
AI Studio
Summarize conversations, flag events, group topics, and track behaviors in real time
Use Observe.AI’s optimized LLM or integrate with third-party LLMs
Validate outputs before deployment to ensure accuracy and control
VoC reporting
Verticalized out-of-the-box dashboards and customizable reports that surface VoC insights, including sentiment, contact reasons and intent
Track KPIs like AHT, churn risk, sales outcomes and infer true CSAT metrics through customer sentiment, vs surveys
Uncover trends in virtual and human agent behavior, CX pain points and key insights about the products and services you offer
Our Approach
Sentiment
Analysis
Track how customer and agent emotions change during the call, reveal what triggered shifts in sentiment and why it matters. Tie sentiment to key signals and business outcomes to pinpoint what’s working, fix what’s not, all at scale.
For example, QA teams detect moments where sentiment drops like long hold times or knowledge gaps and use that to improve scripts or train agents.
L1/L2/L3 Contact Reasons
Go beyond surface-level topics to reveal the underlying “why” behind customer interactions. Break down conversations by L1/L2/L3 contact reasons, identify behaviors and trends that impact first-contact resolution.
For example, a CX team discovers that “account cancellations” (L1) are driven by “long refund timelines” (L2) and “lack of status updates” (L3), enabling precise fixes that reduce churn
GenAI
Moments
Capture moments or instances within calls that are important to your business. Answer highly subjective and complex questions with consistency and high accuracy, across all interactions.
For example, “Did the agent address the customer’s negative emotions while resolving their issue”
Entity Extraction and Classification
Ensure dynamic entities like competitor name or refund amount are automatically extracted in order to bring the right context to insights. Use pre-defined categories to drive decision making and reveal systemic issues, customer trends and innovation opportunities.
Coaching with context, not guesses
Track compliance, behaviors, and outcomes at scale
Prove impact across your team
Discover what frustrates users, and why
Identify feature gaps, churn signals, and messaging breakdowns
Prioritize roadmaps with real customer insight
Understand what is driving costs, delays, and inefficiencies
Monitor workflows across agents, systems, and channels
Get the “why” behind metrics you’ve always tracked
Let’s turn your conversations into your next competitive advantage.
