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Observe.AI Expands Leadership Team with Puneet Agarwal as SVP of Engineering

Agarwal brings decades of expertise in building enterprise AI and leading engineering teams at high-growth technology companies

September 28, 2022
Press Release

San Francisco, CA - September 28, 2022 - Observe.AI, the most robust conversation intelligence platform for boosting contact center performance, today announced the addition of Puneet Agarwal to the leadership team as Senior Vice President of Engineering.

“Puneet brings invaluable experience in building and leading engineering teams at high-growth tech companies, with an enviable track record of solving the toughest and most complex technical challenges,” said Swapnil Jain, CEO and Co-Founder of Observe.AI. “I have no doubt Puneet’s expertise in building enterprise-grade applications will help us continue pushing the boundaries of contact center AI innovation.”

Agarwal most recently served as Vice President and Head of Engineering, India at ThoughtSpot, where he helped the company grow 10X during his tenure to an over $4 billion valuation. He was instrumental in building ThoughtSpot’s cloud data connectivity platform while scaling the company’s R&D operations to over 200 headcount.

Prior to ThoughtSpot, Agarwal spent nearly a decade at Google, building new systems to enhance products like YouTube, Websearch, Ads, and Apps. This included developing new architecture and algorithms for driving performance and scale, resulting in significant revenue gains and improved user experience.

On joining Observe.AI, Agarwal commented:
“For me, applying the disruptive potential of AI to human conversations in the enterprise represents a generational opportunity – and this is where Observe.AI shines. I’m grateful to join the team in bringing transformative AI to the globally massive market of 17 million contact center agents worldwide.”


In his role as SVP of Engineering, Agarwal’s leadership will further enrich Observe.AI’s talented team of engineers, who possess decades of collective experience in deep learning, neural networks, natural language processing, advanced speech technologies, and beyond. Thanks to its differentiated vision and focus on technological innovation, Observe.AI has introduced new capabilities to the contact center AI market – including its proprietary SpeechNLP engine, which provides a novel way of decoding the complex properties of natural human conversation. Observe.AI’s platform leverages the industry’s highest-accuracy speech and interaction analytics, processing an average of one billion minutes of customer interactions per year.

Observe.AI’s unique capabilities have garnered the company several industry accolades, including “Automation Solution of the Year” at Customer Contact Week’s Excellence Awards 2022 and the 2022 CB Insights’ AI 100 List for Sales & Contact Center AI.

For more information about Observe.AI and to learn more about exciting career opportunities, please visit www.observe.ai/careers

About Observe.AI  

Observe.AI is the leading conversation intelligence platform for boosting contact center performance. Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels, Observe.AI maximizes agent performance, pinpoints revenue and coaching opportunities, and up-levels quality assurance and compliance. Observe.AI’s powerful workflow automation allows contact centers to apply meaningful insights and take action at speed and scale. The result is stronger business outcomes, such as better customer experience, higher revenue, and better retention.

Observe.AI is trusted by hundreds of customers and partners across industries – including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage – and is backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures. Observe.AI is headquartered in San Francisco with offices in Bangalore, India. For more information, please visit www.observe.ai.

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