Observe.AI
Contact center AI platform that analyzes a hundred percent of conversations and deploys autonomous VoiceAI and ChatAI agents alongside real time agent copilots and automated quality assurance.
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.
Vendor details
Canonical URL
https://observe.ai
Category
Customer support agent
Company status
independent
Use cases & customers
In practice
A bank needs to catch compliance risk across every call, not a sampled few. Observe.AI analyzes a hundred percent of conversations with automated quality assurance, flagging risky interactions in real time and surfacing coaching opportunities across the whole team.
An insurer wants to automate routine calls without losing control. Observe.AI's VoiceAI agents verify identity, update the CRM, and resolve common requests, following enforced steps for disclosures before handing complex cases to a human.
A contact center leader wants agents to perform like the best. Observe.AI's real time copilot surfaces next best actions and after call summaries mid call, cutting after call work by more than half and lifting first call resolution.
Sources & related URLs
Research notes
Contact center AI platform (Z21 Labs Inc.). Founded 2017; $210M+ raised (SoftBank Vision Fund 2 +); 350+ enterprise contact centers (banking/healthcare/insurance/telecom). ORIGIN = conversation intelligence + QA + analytics; now agentic. Products: VoiceAI Agents (autonomous voice), ChatAI Agents, AI Copilots (Agent/Coaching/Insights), Conversation Intelligence, Auto QA, Manual QA, Screen Recording, Omnichannel, Real-time AI, Post-interaction AI, Business Analytics. Contact-center-specific LLM (proprietary OR customer's in-house-trained LLM = BYO-model). ASR+LLM. Agentic AI ACTS: verify identity, update CRM, reschedule, resolve end-to-end. Int: CRM/CCaaS/KB/backend read+write + trigger workflows; 250+ prebuilt integrations. HITL: 'structured workflows with enforced steps for authentication, disclosures, policy adherence' + human transfer + Auto QA. Obs (CORE): analyze 100% of conversations (voice+chat) + Auto QA + auditability + screen recording + dashboards. Eval: Auto QA (100% eval) + testing tools + built-in evaluation. Dep: cloud OR ON-PREM + private instances. Sec: enterprise-grade + PII scan/delete-before-store + private instances + compliance monitoring (named SOC 2/ISO/HIPAA NOT surfaced in search — scored P, likely upgradeable). Omnichannel voice/chat/email/messaging, multilingual. VoiceAI can cut costs up to 80%. Domain observe.ai. Score 9.5 (7F/5P/2N) — high; Obs+Eval genuinely best-in-class (QA origin). FLAG: Sec=P on unverified named certs; likely F if trust page confirms SOC 2/HIPAA (would → 10.0).
Capability coverage
9.5 / 14 capabilities · 68%
| Integrations & Tool CallingObserve.AI agents connect to customer relationship management, contact center as a service, knowledge base, and backend systems to read and write data and trigger workflows, with prebuilt integrations across the contact center stack, so full. | Full |
|---|---|
| Workflow OrchestrationObserve.AI's agentic AI autonomously verifies identity, updates customer relationship management records, reschedules, and resolves conversations end to end across the customer experience lifecycle, so full. | Full |
| Knowledge Grounding & RAGObserve.AI grounds answers in a connected knowledge base with a contact center specific model built to reduce hallucination, strong grounding short of documented citation level source attribution, so partial. | Partial |
| Human Oversight & GuardrailsObserve.AI agents follow structured workflows with enforced steps for authentication, disclosures, and policy adherence, plus human transfer with full context and automated quality assurance, a genuine guardrail enforcement framework, so full. | Full |
| Security, Identity & GovernanceObserve.AI provides enterprise grade security with personally identifiable information redaction, private instance deployment, and compliance focused monitoring for regulated verticals, a strong posture short of independently verified named certifications, so partial. | Partial |
| Observability & AuditabilityObserve.AI analyzes a hundred percent of customer interactions with conversation intelligence, automated quality assurance, screen recording, and built in auditability across every interaction, so full. | Full |
| Memory & State PersistenceObserve.AI agents retain conversational context and share data across a single system, but a first class persistent cross session agent memory could not be verified. | Unable to verify |
| Deployment & Data ResidencyObserve.AI integrates with existing contact center stacks in the cloud or on premises and can deploy in private instances with improved security, so full. | Full |
| Prebuilt Agents, Templates & PacksObserve.AI offers purpose built agents for specific roles plus prebuilt workflows, integrations, and testing tools, a strong prebuilt suite short of a browsable marketplace of cloneable agents, so partial. | Partial |
| Triggers & Channel CoverageObserve.AI covers voice, chat, email, and messaging across an omnichannel platform in multiple languages with VoiceAI and ChatAI agents, broad multichannel coverage, so full. | Full |
| Model Flexibility & RoutingObserve.AI lets customers use its proven contact center model or bring their own in house trained model, a model choice short of a documented multi provider routing gateway, so partial. | Partial |
| APIs, SDKs & MCP ExtensibilityObserve.AI provides application programming interfaces, prebuilt integrations, and data exports, a real extensibility surface short of a documented software development kit or Model Context Protocol server, so partial. | Partial |
| Testing, Debugging & OptimizationObserve.AI provides automated quality assurance that evaluates a hundred percent of interactions plus testing tools and built in evaluation across every interaction, so full. | Full |
| Browser & Computer UseObserve.AI records agent screens for quality assurance and updates systems through integrations, but general browser or computer use by the agent as a first class capability could not be verified. | Unable to verify |
Pricing
Contact for pricing
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