Contact centre AI leaders Observe AI has announced that they have joined forces with Microsoft to bring the power of automation and AI to enhance customer experiences.
Observe.AI works by analysing 100 percent of voice and chat interactions, extracts actionable sentiment insights, and automates evaluation workflows. In Observe.AI and Microsoft working together, businesses can apply AI to modernise their customer service teams across use cases like customer support, sales, compliance, and workforce optimisation.
Swapnil Jain, Chief Executive Officer and Cofounder, Observe.AI, said: “Observe.AI’s experience in the Microsoft for Startups program has been critical in reaching enterprise customers who can benefit from our solution. In the last year alone, we have seen a 600% increase in Annual Recurring Revenue. Having Microsoft as a key growth partner gives us critical resources to conduct machine learning research and train our deep learning models.
“We look forward to further developing our product within Microsoft’s ecosystem and expanding our global presence by leveraging the Microsoft Commercial Marketplace.”
The partnership aim to train deep learning AI models, which enables more accurate interaction and sentiment analytics for customers. In doing this, the Observe.AI platform can integrate with customers’ existing CRM and business intelligence tools via API, and data can be imported into data visualisation tools, such as Microsoft Power BI.
Contact centre teams are then able to take advantage of a simple-to-use, customisable user interface to identify coaching opportunities, track essential sales and customer success campaigns, improve productivity, and hone agent soft skills. In turn, CX leaders can know how agents are performing in near real-time.
Jeff Ma, Vice President, Microsoft for Startups, added: “Working with Observe.AI, companies within the Microsoft ecosystem can modernize their contact centre operations with AI to better address customer needs.
“Microsoft for Startups is a program committed to helping startups at all phases of their journey; Observe.AI is one such success story. We’re thrilled to work with Observe.AI as they help the enterprise shift contact centre operations to a cloud-first, remote-work friendly environment.”
It comes as Observe.AI has grown its team to 150 people over the past year.
