Observe.AI

Happy Diwali from all of us at Observe.AI! 🌟 This year, our global Observe.AI teams celebrate Diwali under the theme “Let the Light Find You.” Our teams came together to draw mandala designs on candle tea light holders to welcome light into our spaces. The activity served as a reminder to pause, reflect, and embrace the moments of brightness that surround us. Diwali, the Festival of Lights, symbolizes the triumph of light over darkness and knowledge over ignorance. It’s a celebration of renewal, hope, and togetherness; values that deeply resonate with our culture and our company values at Observe.AI. We carry them into our everyday work and through the connections we build across teams worldwide. How are you planning on celebrating Diwali this year? Let us know in the comments below! Wishing You All a Bright and Joyful Diwali! ✨🪔

“Don’t have a dream by yourself.” When it comes to modernizing customer experience, collaboration is the real innovation engine. As Liz Miller shares in our latest Impact Series, CX transformation isn’t a solo mission - it’s a team sport that thrives when you bring in every voice, from your CIO to your CFO, and uncover the hidden builders across your organization. 🎯 Ask the right questions. 💡 Find your “tiger teams.” 🚀 Build and buy smarter. Watch the full webinar 👉 https://lnkd.in/gUcXa_Nv

Finance isn’t just about managing numbers - it’s about driving growth. Our CFO Subhash Tibrewal shares with CEO Insights how he’s building a finance organization that fuels innovation, aligns with strategic priorities, and powers sustainable success at Observe.AI. 👉 Read the full story: https://lnkd.in/giFa-PQd

Your IVR doesn’t need a rebuild - it needs a reboot. 🚀 Join Observe.AI and CX expert Michael Pace to see how leading teams are layering AI on top of existing systems to modernize fast, without the risk. Learn where to start, how to integrate, and how to measure success. 🔗 Save your spot: https://lnkd.in/gxmdXQmt

From workflow automation to advanced governance, this convo with HiTechNectar featuring our CMO, Ritu Kapoor cuts through the noise on how AI agents deliver safe business impact. 🎥 Watch now: https://lnkd.in/drvr-9nQ

Moving 1.8B+ documents with zero downtime isn’t luck - it’s architecture. We refactored our stack to MongoDB v1 + S3 + Snowflake, streamed via Kafka/Snowpipe, and delivered 5.5–6k records/sec throughput—finishing the backfill in 4 days. See the milestone plan (dual writes → feature-flagged reads → cutover), tenant/day partitioning, and the tuning that made it safe and fast. 🔗 https://lnkd.in/gqyE3maq

🤖 “Sorry, I didn’t understand that.” - we’ve all been there with a frustrating chatbot loop. In this clip, Valerie Stover shares a real-world example of how an outdated, single-endpoint chatbot with a rigid decision tree created a poor customer experience - and how today’s AI has evolved to deliver more natural, human-like conversations. 🎥 Watch the full webinar to learn how to avoid these pitfalls and build AI that truly connects with customers: https://lnkd.in/gS4mAgDr

ServiceFirst increases loan volume by $3.7 million through more efficient customer interactions. 🤝 Overview: ServiceFirst is a business process outsourcing (BPO) services provider operating in the Phillippines, Costa Rica, and Egypt. In addition to customer support and contact center services, it offers specialized financial sector solutions. Challenges: With its manual QA process of 30 to 45 minutes, ServiceFirst could only conduct two performance evaluations per agent, per month hindering its ability to monitor customer interactions and negatively impacted customer experience, sales metrics, and the achievement of business goals. Solution: ServiceFirst worked with Observe.AI to transform its QA operations by implementing key features of the conversation intelligence platform, such as Auto QA, Manual QA, Coaching, and Reporting. Read the full case study here: https://lnkd.in/gpjAi2rx

Even when AI call summaries appear “correct,” they can still get it wrong. Shifts in tone, imbalanced perspective, or lost emotional context all matter when truly understanding a customer interaction. Our new BlindSpot framework uncovers and addresses these hidden biases — mapping 15 dimensions across five categories, from content fidelity to sentiment and speaker balance. By analyzing leading LLMs on real contact-center data, BlindSpot reveals how operational bias often stems from trade-offs between brevity and completeness — and provides tools to control it. Helping contact centers ensure summaries are accurate, fair, and business-ready. 🔗 Read the full blog: https://lnkd.in/g4cuhknD

🎉 Happy CX Day! 🎉 Today is a celebration of what truly drives lasting success — the experiences we create for the people we serve. Customer experience isn’t a role or a function, it’s the connective thread that ties together how we listen, respond, and build trust. It’s every moment that shapes how someone feels about your brand — and every choice that shows you care. In 2025, the landscape of CX continues to evolve. New tools, data, and yes, AI, are helping us better understand and empower human connection — but the heart of it all remains the same: empathy, trust, and genuine service. CX leaders today aren’t just solving problems; they’re designing relationships. They’re ensuring that as technology advances, the human touch stays front and center. Because the future of CX isn’t about replacing what makes us human — it’s about amplifying it. #CXDay #CustomerExperience #Leadership #EmpathyAtScale #Trust #HumanConnection