Observe.AI Launches Real-Time AI to Assist Contact Center Agents

Real-Time AI can reduce customer frustration by up to 82%, the company said.

Claudia Adrien

January 31, 2023

3 Min Read
The Promise of Artificial Intelligence

Conversation intelligence platform Observe.AI just launched its new Real-Time AI product suite. It aims to help contact center agents succeed with every customer interaction. These interactions include boosting productivity with live guidance, supervisor coaching and automated actions for after-call work.

Agents live at the heart of revenue generation and CX, the company said. Their behaviors and conversational proficiency directly influence business outcomes, from objection handling and upselling to nurturing loyalty. Agents who successfully adopt “advocacy” language and facilitate “easy” interactions have success with customers. They can reduce customer frustration by up to 82% and increase the chance of sales conversion by more than 80%. It’s business-critical for agents to understand how to navigate difficult call scenarios to save the sale or relationship while the interaction is happening, the company said.


Observe.AI’s Swapnil Jain

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

“We believe agents are pivotal in transforming contact center performance. When you coach scientifically on specific agent skills – instead of generic, one-size-fits-all coaching – your KPIs will fall in line,” Jain said. “Observe.AI is changing real-time guidance by making it highly relevant to each and every agent, based on their actual performance data, so they are consistently coached in the right areas.”

Addressing Knowledge Gaps

Observe.AI’s real-time AI introduces end-to-end conversation intelligence to the contact center that maximizes agent performance and productivity — before, during, and after customer interactions. Observe.AI leverages historical insights and agent performance data to personalize live guidance and coaching. The company said it’s unlike other real-time solutions. This creates hypercontextualized learning experiences for excelling in sales, CSAT and compliance. It’s tailored to the actual skill, behavior and knowledge gaps of each agent. Supervisors can provide in-the-moment guidance to agents as well as course-correct when things go wrong.

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Real-Time AI also bolsters the supervisor’s impact on team performance through live call intelligence and coaching, the company said. Supervisor assist provides a bird’s eye view of all live customer interactions. These include upsell opportunities, customer escalations, legal threats and agent performance issues. This allows supervisors to gauge what is happening in conversations. They can step in to offer targeted support when agents need it most and save the calls before they end.

Channel Partners

Observe.AI customers have been using Real-Time AI to increase sales conversions by 10% and reduce hold time violations by 60%. It improves mini-Miranda script compliance by 95%.

Real-Time AI also introduces a no-code experience designer to deploy custom agent experiences and personalize the Real-Time interface for each agent or cohort. Furthermore, automated actions in Real-Time AI create consistent call notes across all interactions and improve CRM data quality.

As for channel partners, the launch of Real-Time AI is pivotal, the company said.


Observe.AI’s Jon Heaps

Jon Heaps is vice president, channels at Observe.AI.

“It introduces yet-unseen capabilities to real-time agent guidance and coaching. Our end-to-end conversation intelligence will enrich and supercharge our partners’ innovative solutions by uniquely personalizing the agent experience,” Heaps said. “Whether a customer’s contact centers are focused on sales, service, or both, we’ll provide a data-driven approach to help every agent succeed in boosting sales, improving CSAT, and more. Together, we will accelerate compelling business outcomes for our valued joint customers.”

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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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