Observe launches VoiceAI agents to automate customer call centers with realistic, humanlike voices that don’t interrupt

observe The Voiceai agent has been officially launched, a solution designed to automate regular customer interactions in contact centers.

Voiceai Adents is the latest member of the company’s AI-powered conversational intelligence platform, designed to improve customer experience while reducing operating costs.

With this release, Observe.ai positions itself as the only complete AI-driven platform for businesses that support the entire customer journey.

The company’s suite of solutions now includes enterprise-class Voiceai agents, real-time agent aids, AUTOQA for quality monitoring, agent coaches and business insights.

Automation routines

Observe.AI’s Voiceai agent is designed to handle a wide range of customer service queries, from frequently asked questions to more complex multi-step conversations.

They are combined in-house AI models and partnerships with major AI providers such as large AI providers and large language models (LLMS).

“It’s an ensemble of multiple smaller models,” Jain explained. “For example, we have a specific model for digital detection, a specific model for entity detection, a model for steering detection, and so on.”

The goal is to reduce the burden on human agents and enable them to focus on high-value interactions.

As Observe.ai CEO and co-founder Swapnil Jain told VentureBeat in a recent video call interview: “Businesses are saying, ‘Does we really need human agents to handle such use cases?”

Companies often receive calls about basic tasks, such as checking account balances or resetting passwords – Interactions that AI can now handle efficiently, Jain said.

For customers, this means eliminating long periods of time and avoiding frustrated IVR menus that require multiple buttons to be pressed or repeatedly demanding human agents.

The Voice AI space is becoming increasingly crowded, from Openai’s newly released proprietary models such as the GPT-4O-Transcribe Family and Elevenlab to proprietary models such as open source solutions and more. So, why do some people choose to observe?

In short: specialization and ease of use. Instead of building a custom integrated original voice AI model with the provider’s API and with a business or custom voice application, Obseve.ai’s platform is basically for “insert and play” through existing workflows and operations.

So while GPT-4O and other LLMs provide RAW AI capabilities, the debate between Jain and Observe.AI is that they do not provide a fully integrated solution for customer service workflows.

In addition, unlike traditional voice AI assistants, Observe.AI’s Voiceai agent is designed specifically for contact centers. The system combines a variety of AI technologies, including:

• Automatic speech recognition (ASR): Convert spoken language to text in real time.
• Text-to-Speech (TTS): Provide a response in human voice.
• Proprietary AI Model: Specially used to deal with numbers, turns and interruptions – Criticize in customer service settings.

Jain notes that one of the key challenges facing AI agents is knowing when customers actually speak. “When did you know that the AI ​​agent can start processing and the client stops speaking?” he asked. “Sometimes I pause because my sentence is over and I’m starting a new sentence. Sometimes I just stop talking. How do you know the difference?”

Observe.ai has developed custom internal models to address these nuances, ensuring a smoother conversation between AI and customers.

Fast deployment while in-depth integration with enterprise product support and tracking systems

One of the key advantages of observe.ai is its ability to seamlessly integrate with existing enterprise systems.

Over time, the company has developed pre-built for more than 250 platforms, including leading telephone, CRM and workforce management tools such as Salesforce, Zendesk and ServiceNow.

This approach allows businesses to implement Voiceai agents quickly. Although AI deployment can sometimes take several months.

“It’s not a professional service model, and it takes six months to customize something for you,” Jain said. “We came in and it took two weeks to configure the product and it worked.”

Security and compliance at the forefront

Considering the sensitivity of customer interactions, Observe.AI has built solutions with enterprise-level security. The company has certifications such as GDPR, HIPAA, HITRUST, SOC2 and ISO27001.

Although voice biometrics have been used in the past for authentication, Jain said Observe.AI does not rely on them due to security concerns. Instead, the system follows traditional authentication methods such as verifying social security numbers or account details.

Additionally, Observe.AI provides data repair capabilities to delete personally identifiable information (PII) before storage, and customers can choose private instances to ensure data remains isolated.

“In today’s world, you can’t rely on personal voice mode for authentication,” Jain said. “We work with businesses to use the same security rules for human agent use in our AI agents.”

Save $$$ with automation

Observe.AI’s pricing model is based on completed tasks, not per-minute usage.

The cost depends on the complexity of the interaction, which is simpler (such as routing calls) and less than more involved tasks (such as handling insurance claims).

According to Jain, businesses can expect customer service costs to save 70-80% compared to using human agents.

Early corporate success stories

Companies using Voiceai agents have seen significant improvements. Emmanual Noyola, director of affordable care patient services, highlighted the impact on his team: “Our Voiceai agent Beth handles multiple intentions with a 95% containment rate, so our customer service team can focus on more complex cases.”

By analyzing each conversation, Observe.AI’s platform continuously improves AI proxy performance to ensure accuracy and compliance. Businesses can also use AUTOQA to evaluate AI and human agents to identify areas of improvement.

One of the main challenges in AI-driven customer service is to maintain accuracy while preventing unexpected responses.

Jain acknowledged these issues, citing AI mistakes in customer service automation. “Make these enterprise-level core papers have a high standard in terms of confidence in response,” he said. “If our response confidence is less than a certain threshold, it would be better if the AI ​​agents weren’t even involved.”

Integrate AI automation with human expertise

The launch of Voiceai agents marks an important step towards observation. IAI envisions as the future autonomous contact center.

As AI continues to grow, the company focuses on creating solutions that combine automation with human expertise to ensure a seamless customer experience.

“Since founded seven years ago, we have created a platform that uniquely understands contact center conversations,” Jain said. “Introducing our Voiceai agents to automatically interact and ultimately support humans and AI agents to deliver a consistent, secure, high-quality customer experience at each touchpoint is a logical next step.”