Observe.AI Introduces Adaptive Automation Solution for Contact Centers

How do you make the call center run more efficiently using automation? Make sure that the automation isn’t causing extra work for the human agents, that’s how.

Humans are good at creative and strategic thinking. Machines are good at performing repetitive, low-level tasks, searching for relevant information, and suggesting logical next steps for humans. Find the right balance between humans and machine agents, and you can grow your customer support experience and make life easier for human employees.

Intelligent workforce platform solutions provider Observe.AI announced the launch of its new Auto QA product, which it’s calling “the first adaptive automation solution that boosts agent performance to drive faster impact on customer experience and revenue generation.”

So how does it differ from other automation solutions? According to the company, unlike other solutions that use rigid, hard-coded automation logic, Auto QA offers maximum flexibility on a sliding scale of human agency. This allows contact centers to test, tune, and validate machine-driven results, and achieve the optimal balance of human efficacy and AI-powered efficiency. Human talent is kept in-the-loop precisely for strategic areas where they can make the greatest impact, instead of wasting time and effort on tedious manual tasks.

Additionally, Observe.AI notes that its “glass box” AI model enables contact centers to operate with complete data transparency and develop a culture of trust.

“As part of our mission to create purpose-built, business-centric AI for contact centers, we believe in a collaborative symbiosis between human and machine intelligence,” said Swapnil Jain, cofounder and CEO of Observe.AI, in a statement. “Auto QA is human-informed automation at its best, empowering contact center employees to lead on creativity and strategic thinking while tasking AI with efficiency and scale. While other vendors have attempted this, Observe.AI is introducing new levels of fine-tuning for QA automation. The result is a comprehensive, consistent approach to quality assurance and agent coaching that delivers tremendous business value.”

Edited by Erik Linask