Observe.ai raises $54 million to analyze call center conversations

Observe.ai raises $54 million to analyze call center conversations

Observe.ai, a startup developing AI call center software, today closed a $54 million funding round. A spokesperson told VentureBeat the funds will be used to accelerate growth and R&D as Observe expands its go-to-market efforts.

With customer representatives in India, the U.S., and elsewhere ordered to work from home during the pandemic, companies are turning to AI to bridge the resulting gaps in service. The solutions aren’t perfect — human teams will always be needed, even when chatbots are deployed — but COVID-19 has accelerated the demand for AI-powered contact center messaging. Amazon recently launched an AI contact center product — Contact Lens — into general availability alongside several third-party solutions. And Google continues to expand Contact Center AI, which automatically responds to customer queries and hands them off to a person when necessary.

Observe is another beneficiary of increased demand. CEO Swapnil Jain cofounded the company out of his bedroom in Bengaluru, India in 2017, and it claims to have brought on more than 150 customers since the pandemic began, including Pearson, Alcon Laboratories, and Concentrix. Observe added over 20,000 agent licenses to its platform during that same time frame, which contributed to a 600% boost in revenue as the company added100 people to its workforce across India and the U.S. cities of Dallas and San Francisco.

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