Observe.AI

🎙️ Why has customer experience become AI's ultimate proving ground? Our own Sneha Iyer joined Ravit Jain on Tech Transformed to unpack it — from AI Agents now resolving verifications and refunds in real time, to why disconnected "Frankenstein stacks" make it nearly impossible to prove ROI, to what's coming next for AI-driven CX. A must-listen for any CX or AI leader shaping their strategy. Link in comments👇

Measuring what matters makes all the difference. 📊 Here's how Joaquin Dufeu of DoorDash uses Observe.AI to gain visibility into their support operations, and turn that visibility into better outcomes for customers. "Being able to measure everything really allows you to have an increased control over what's happening in your support. It helps you understand new pockets of opportunities that, without that coverage, you just wouldn't drive — which in this case is customer satisfaction." For DoorDash, that means ensuring every interaction translates into consumers who stay on the platform, happy and engaged. See how leading CX teams are turning support data into a competitive advantage through the link below. 👇

We are excited to announce that we've entered a multi-year Strategic Collaboration Agreement with Amazon Web Services (AWS) to accelerate how enterprises deploy AI Agents for customer experience. Together, we're helping joint customers bring our Agentic CX Platform into production environments that demand real reliability, security, compliance, and scale; unifying AI Agents for Customers, Frontline Teams, and Operations across the full CX lifecycle: 🗣️ Automation Agents resolve customer needs end-to-end across voice and chat 👥 Companion Agents support frontline teams in real time — before, during, and after every interaction ⚙️ Operations AI Agents give leaders visibility into quality, compliance, and performance to drive continuous improvement "AI agents are redefining how customer experience work gets done," said Swapnil Jain, CEO of Observe.AI. "By working with Amazon Web Services (AWS), we are giving enterprises a clear path to deploy AI Agents for CX across the full service operation." Observe.AI is also now available on Amazon Web Services (AWS) Marketplace, making it even easier for AWS customers to discover, purchase, and deploy our Agentic CX Platform using existing AWS commitments. Read the full announcement through the link in our comments👇

We caught up with DailyPay at CCW Vegas. Here's what three years of partnership looks like. 🤝 Ryan Moore, VP of Customer Operations & BPO Strategy at DailyPay, shared the impact: they've gone from nearly 0% manual evaluations to 100% automated coverage, with QA scores climbing 30 percentage points in just a couple of years. His advice to others considering Observe.AI? "Do your homework. Make sure they understand your business... and be ready for them to take you to new levels." Partnerships like this are why we do what we do. 🙌

Healthcare demand doesn't wait for business hours, and neither should support. Simple Online Healthcare was scaling fast, but rising call volumes meant longer hold times, patients dropping out of the queue, and growing pressure on their patient care team, especially during end-of-month surges for weight care medication orders. Their fix: Erica, an Observe.AI AI Agent built to answer routine questions naturally, stay compliant with UK data regulations, and know exactly when to bring in a human. The results speak for themselves: 📞 55% containment rate 📉 0% call abandonment — down from 30% ⏱️ 50% reduction in average handle time Read the full story through the link in our comments to see how they're scaling patient support without scaling headcount 👇

19,000 support agents. Millions of customer conversations every month. Nearly 100% automated quality coverage. That's the scale DoorDash and Observe.AI have reached together. DoorDash operates at massive scale, millions of customer conversations every month across consumers, merchants, and Dashers, supported by roughly 19,000 support agents worldwide. Together, we've helped them move from manual sampling to nearly 100% automated quality coverage across every one of those interactions, with hotspot detection that used to take weeks now surfacing in near real time. Read the full story here 👉 https://lnkd.in/gmpVavmV

Most web architectures assume work finishes within a single request. AI agents are breaking that assumption. When an agent spends several minutes reasoning, calling tools, and coordinating across systems, a failure near the end isn't a failed request, it's lost work. Streaming better progress updates (SSE, WebSockets, longer timeouts) doesn't fix this. It improves how updates are delivered, not whether execution survives a restart or disconnect. Building Agent CoBuilder taught us this the hard way. We moved from request-bound execution to durable execution, where a task creates a persistent workflow that survives worker restarts and infrastructure failures, independent of whether the user stays connected. Read about how we architected it through the link in our comments 👇

🎙️ Coming up on TECH IMPACT™ We're sitting down with Swapnil Jain of Observe.AI — the AI-powered customer experience platform helping contact centers automate interactions, support agents in real time, and turn every conversation into actionable insight. 📞🤖 Catch the episode: 📅 July 18 (Sat) — Fox Business Network (FBN) @ 12:30pm ET 📅 July 25 (Sat) — Bloomberg Television @ 8:30pm ET 📅 Aug 8 (Sat) — Fox Business Network (FBN) @ 12:30pm ET 🔗 TechImpact.tv #TechImpact #ObserveAI #CustomerExperience #AI #ContactCenter #Innovation #FoxBusiness #Bloomberg