On this episode of The Bridge, I’m joined by Swapnil Jain, CEO and Co-Founder of Observe.AI. We’re talking about the rise of AI and solutions that are making real-world changes right now.
Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation.
During our conversation, we discuss what lead Swapnil to build a conversation intelligence platform to improve productivity and how Observe.AI combines AI technology with human agents for improved performance and customer outcomes. We also talk about how the rise of AI had lead to more conversations about responsible AI usage and how we can balance innovation with societal impact, and so much more.
Topics covered in this episode:
- How the pandemic and hybrid work model escalated the need for AI tools in contact centers.
- How real-time monitoring helps supervisors identify potential sales that may not happen and intervene to convert the sale during the call.
- The need for guardrails and protocols to ensure the right use of AI.
- Recent advancements in AI, particularly in generative AI and large language models
- Responsible use (and potential misuse) of AI and the importance of considering the societal impact.
- The role of empathy and human emotions in customer experience.
- Customer concerns regarding data privacy and security.
- Self-policing and government involvement in regulating AI.
- Swapnil’s predictions of large companies emerging based on generative AI and the potential threat to established companies.
ABOUT SWAPNIL JAIN
Swapnil is the Founder and CEO of Observe.AI. Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of calls and streamline quality assurance workflows. With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams. Observe.AI is trusted by more than 150 customers and partners, including Root Insurance, Alcon Laboratories, Tripadvisor, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Scale Ventures, Nexus Ventures, and Y-Combinator, Observe.AI’s headquarters is in San Francisco with an office in Bangalore, India. For more information, visit www.observe.ai.
CONTACT SWAPNIL
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