Observe.AI

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Observe.AI is a contact center AI platform that began as a conversation intelligence and quality assurance tool and has grown into a full agentic customer experience system. Founded in 2017 and incorporated as Z21 Labs, the company has raised more than two hundred ten million dollars from backers including SoftBank Vision Fund 2 and is deployed at over three hundred fifty enterprise contact centers across banking, healthcare, insurance, and telecom. Its platform unites autonomous agents, human agents, and operational insight in a single system built on a contact center specific language model. The agentic side runs autonomous VoiceAI and ChatAI agents that do more than answer. While generative AI responds, the agentic layer acts, verifying identity, updating customer relationship management records, rescheduling, and resolving conversations end to end against a team's goals. These agents connect to CRM, contact center as a service, knowledge base, and backend systems to read and write data and trigger workflows, and they follow structured workflows with enforced steps for authentication, disclosures, and policy adherence before handing off to a human with full context. The platform's original strength remains its deepest. Observe.AI analyzes a hundred percent of customer conversations across voice and chat, powering automated quality assurance, real time agent copilots with next best action and after call summaries, coaching, screen recording, and business analytics. Auto QA, built in evaluation, and testing tools run across every interaction, and teams can use the vendor's proven model or bring their own in house trained model. It deploys with existing contact center stacks in the cloud or on premises, and offers private instances with improved security. Security suits its regulated customer base, with personally identifiable information scanned and deleted before storage, private instance deployment, and compliance focused monitoring and alerts for banking, healthcare, and insurance. Coverage is omnichannel across voice, chat, email, and messaging in multiple languages, with real time sentiment and next best action guidance. Observe.AI positions the contact center as a driver of revenue and efficiency rather than a cost center, connecting conversation performance directly to business outcomes at a scale of billions of daily transactions.