Observe.AI Named Best CX Solution at the CX Awards 2026

SAN FRANCISCO, Nov. 3, 2026

‍Observe.AI, the AI platform for customer experience, today announced it has been named the winner of Best CX Solution (Small-Medium) at the CX Awards 2026. The recognition validates how Observe.AI helps organizations deliver more seamless customer experiences by deploying AI agents that carry work from start to finish, from resolving customer requests to supporting frontline teams to evaluating every interaction.
‍

The category recognizes vendors whose customer experience platforms deliver measurable outcomes at enterprise scale. As interaction volumes rise and customer expectations grow, enterprises face a widening gap between the service customers want and the capacity teams have to deliver it. Observe.AI was honored for its coordinated system of purpose-built AI agents, each accountable for a specific outcome:
‍

• Automation Agents handle customer interactions across voice and digital channels, resolving requests end-to-end.
  ‍

• Companion Agents support frontline teams with call prep, data extraction, documentation, and personalized coaching.
  ‍

• Operations Agents automate quality evaluation, coaching, and insight discovery across up to 100% of interactions.
  ‍

Connecting these agents is a shared foundation that includes an Agent Builder to configure agents for specific workflows, multi-agent orchestration to manage handoffs and shared context, and a built-in evaluation and simulation layer that tests and scores agent behavior before and after deployment. Together, they give enterprises, including those in regulated industries such as healthcare, financial services and insurance, the visibility and controls to move AI beyond pilots and into production.
‍

“It’s an honor to be recognized by CX Today and the CX Awards judges,” said Swapnil Jain, CEO and co-founder of Observe.AI. “This recognition reflects the meaningful outcomes our clients are achieving with Observe.AI’s agents: resolving customer issues faster, giving frontline teams more capacity, and measuring the results. It’s also a sign of where CX is heading, with AI doing real work and enterprises expecting the trust and accountability to match. We’re grateful to our customers and our team for making it possible.”

‍

Across 350+ enterprises, Observe.AI customers have achieved containment rates above 50%, 40% faster resolution times, and a 30% lower cost to serve, while evaluating 100% of interactions instead of small samples.

‍

The CX Awards are organized by CX Today and celebrate excellence in customer experience technology and innovation, with entries evaluated on market impact, innovation, evidence quality and relevance.

‍

For more information, visit Observe.AI

‍

About Observe.AI

Observe.AI is the AI platform for customer experience, helping organizations automate customer interactions, assist frontline teams and analyze conversations to improve customer and business outcomes. The platform combines AI Agents for Customers, Companion Agent for Frontline Teams, AI Agents for Operations and Interaction Intelligence to help organizations improve customer experience at scale.

‍