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Agent Experience

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

Trust in AI agents is a challenge, but the solution is simple: treat AI and human agents the same. With Observe.AI, you can train, monitor, and evaluate 100% of conversations on one platform—ensuring seamless AI-human handoffs, accurate responses, and enterprise-grade security.

How to Build Trust in Both Human and AI Agents

John McMullan

Director of AI Agent Marketing

Today, we're excited to launch Selective Redaction — the industry’s first solution to redact sensitive customer information from all conversations with the highest accuracy using AI.

Selective Redaction from Observe.AI: Reduce compliance risk without losing the context of your customer interactions

Harshit Jain

Product Marketing, Observe.AI

Discover what Average Handle Time (AHT) means, why it matters for call centers, and how to calculate it to improve efficiency and customer experiences.

What is Average Handle Time (AHT) and How Do You Calculate It?

Rich Wang

VP Customer Success, Observe.AI

Dan Neufer, Training Manager at City Experiences, shares his experience before and after using Observe.AI.

How City Experiences drove CX improvement with contact center AI

Dan Neufer

Training Manager at City Experiences

The future of AI in the contact center isn't just automation, like IVR and chatbots. It's augmentation, and supercharging agent performance.

Why artificial intelligence is the key to re-humanizing the contact center

Swapnil Jain

Co-Founder and CEO, Observe.AI

Empowered agents can drive better customer engagement and satisfaction, and post-pandemic, that's never been more important. Here's why.

Want better CX? The answer isn't buying more tools. It's better coaching

Sharath Keshava

Sharath Keshava

Co-Founder & CRO, Observe.AI

This Fortune 500 global medical products company shares how they integrated employee experience into their digital transformation, with a new focus on coaching and workforce engagement. The result is a supercharged customer experience.

5 ways Alcon Laboratories drives a people-first quality management strategy

Lynn Couttie

CS Project Manager, Alcon

Observe.AI Resource: One Sheet

2021 Post-Pandemic Contact Center Report

The Agent Performance Handbook

The Agent Performance Handbook

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