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Contact centers were 10 times more likely to feel their business was prepared for the future with conversation intelligence, the company said.

Claudia Adrien

September 21, 2022

2 Min Read
Artificial intelligence (AI), machine learning
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Conversation intelligence platform Observe.AI has launched conversation intelligence consulting services to help contact centers accelerate value from the company’s platform.

With Observe.AI’s guidance, contact centers can achieve deeper levels of actionable insights – tuned to the specific needs of their business – with the right models for automation, speech analytics and CX and revenue improvement, the company said.

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Observe.AI’s Swapnil Jain

Swapnil Jain is CEO and co-Founder of Observe.AI.

“From our novel innovations in contact center AI to this new suite of services, we’re committed to helping contact centers maximize the impact of their AI investments, reduce time-to-value, and promote scalable, sustainable business improvement,” Jain said. “We’ve helped hundreds of contact centers across industries harness conversation intelligence to reach new heights of business and process transformation.”

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In research from earlier this year, Observe.AI revealed positive responses from contact centers using conversation intelligence. Using the tool, contact centers were 10 times more likely to feel their business was prepared for the future. Ninety-two percent agreed it helps them make strategic business decisions, while 89% reported it has improved their ability to engage with customers. Lastly, 89% reported it has improved their agent performance programs.

Maximizing the Value of Insights

Observe.AI says its conversation intelligence platform processes an average of 1 billion minutes of interactions annually. By embedding Observe.AI’s platform into their business process landscape, contact centers can maximize the value and volume of tactical insights. In addition, they can accelerate repeatable workflows that drive business improvement, the company said.

With this new suite of value-added consulting services, Observe.AI will further amplify the benefits of conversation intelligence through a series of programs. Through implementation services, the company will facilitate smooth technology implementation with integration, configuration and system design, change management and training, speech analyst services and automation.

By implanting speech and interaction analytics services, the company maps business objectives to the interaction analytics.

When it comes to AI automation services, Observe.AI offers end-to-end guidance and setup of new AI program automation. These include configuration, testing, calibration, supported go-live and user adoption.

Omnichannel interaction data analysis and interpretation are part of actionable insights services. It relies on tactical action plans for performance improvement in areas like customer experience, retention, sales, compliance and more.

Finally, Observe.AI provides business value consulting. It offers guidance through identifying key ROI impact areas, defining quantifiable goals and measuring tangible outcomes.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn.

About the Author(s)

Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

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