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

Observe.ai has officially launched VOICEAI agents, a solution designed to automate the routine customer interactions in communication centers.

The latest addition to the AI’s conversation intelligence platform in the company, VOICEAI agents aim to improve customer experience while reducing operational costs.

Through this version, Observe.ai puts itself as a full platform with the power of Amnesty International that supports companies through the entire customer trip.

The company’s group solutions now include VOICEAI agents at the level of institutions, the tools of the agent in actual time, autoqa quality monitoring, training agents, and business visions.

Routine automation

OBCterVE.AI VOICEAI Agents are designed to deal with a wide range of customer service inquiries, from questions circulating to more complicated and multi -step conversations.

It was built on top of a mixture of artificial intelligence models at home and partnerships with major artificial intelligence providers such as Openai and Anthropic for LLMS models.

“It is a group of multiple smaller models,” Jain explained. “For example, we have a specific model to detect numbers, a specific model for the detection of the entity, a role to detect the role, etc.”.

The goal is to reduce the burden on human factors, allowing them to focus on higher value reactions.

Swapnil Jain, CEO and co -founder of Observe.ai, Venturebeat in a recent video call interview: “Companies say,” Do we really need human clients for these types of use? ”

Jin said that companies often receive calls for basic tasks such as checking the account balance or re -password – transactions that can now be dealt with efficiently.

For customers, this means getting rid of long waiting times and avoiding frustrated IVR lists that require pressure on multiple buttons or a good and repeated human agent.

The AI ​​Voice space has become increasingly crowded with options ranging from ownership models such as the newly released GPT-4O TV-T4o TV-T4OSBE family to open source solutions as well. Why does someone choose an observer.

In short: specialization and ease of use. Instead of having to use AI Raw Voice models through applications programming facades for introductions and building custom complementarity with dedicated company or audio applications, the Obseve.ai system is already designed to “delivery and operation” with workflow and current operations.

So, while GPT-4O and other LLMS provides the possibilities of Raw International, Van Jin and Monitoring.

In addition, unlike AI’s traditional AI’s aides, AID’s Voiceai’s Voicei Agents are specially designed for communication centers. The system combines many artificial intelligence technologies, including:

• Learn about automatic speech (ASR): It turns the spoken language into a real -time text.
• Text to the words (TTS): He delivers responses with a human -like voice.
• Royal Artificial Intelligence Models: Specialized for dealing with numbers, operation, and interruption-critic in customer service settings.

Jane noted that one of the main challenges faced by artificial intelligence agents is to know when the customer already finished speaking. “When do you know that the artificial intelligence agent can start treatment and that the customer stopped talking?” He asked. “Sometimes I stop stopping because the sentence has ended and started a new one. Sometimes I stop talking. How do you know the difference?”

Observe.ai has developed dedicated models at home that solve these nuances, ensuring smoother conversations between artificial intelligence and clients.

It is rapidly published with integration deeply with the organization’s product support systems

One of the main advantages of Observe.ai is its ability to integrate smoothly with the systems of current institutions.

Over time, the company has developed a pre -created integration with more than 250 platforms, including telephone communication management tools, CRM, manpower management tools such as Salesforce, Zendesk and Servicenow.

This approach allows companies to implement VOICEAI agents quickly. Although the spread of artificial intelligence may sometimes take months, note. It claims that Voiceai agents can live in less than one week, with minimal preparation costs.

“It is not a professional service model as we take six months to allocate something to you,” Jain said. “We come, we take two weeks to form the product, and it works.”

Security and compliance in the introduction

Looking at the sensitivity of customer interactions, Observe.ai has built its solution with safety at the level of the institution. The company has certificates including GDP, HIPAA, Hitrust, SOC2, and ISO27001.

While vital vital measurements were used in the past for ratification, Jin stated that the note was. Do not rely on it because of the security concerns. Instead, the system follows traditional authentication methods, such as checking social security numbers or account details.

In addition, Observe.ai provides data reduction capabilities to remove personal identification information (PII) before storage, and customers can choose special counterparts to ensure that the data remains isolated.

“In today’s world, you cannot rely on individual speech patterns for approval,” said Jain. “We are working with companies to form the same safety rules they use for their human agents in our artificial intelligence agents.”

Provide $$$ through automation

The Observice.ai pricing model depends on complete tasks instead of using each minute.

The cost depends on the complexity of the interaction, with the most simple tasks (such as a call guidance) at a lower price than the most shared tasks (such as the treatment of the insurance claim).

According to Jane, companies can expect between 70-80 % on customer service costs compared to the use of human agents.

Early Foundation’s success stories

Companies that use VOICEAI agents already see significant improvements. The most prominent EMMANUAL NOYOLA, the director of patient care services at affordable prices, highlights his team: “Beth, our Voiceai’s agent, deals with many intentions with a 95 % containing rate so that the customer service team can focus on more complicated cases.”

By analyzing each conversation, the Observice.ai platform improves the performance of the artificial intelligence agent constantly, ensuring accuracy and compliance. Companies can also use Autoqa to evaluate both AI and human agents, and determine the areas of improvement.

One of the main challenges in the customer service that AI drives is to maintain accuracy while preventing unintended responses.

Jin admitted these concerns, referring to the errors of artificial intelligence in customer service automation. He said: “The basic thesis behind this institutional degree has a very high tape on the confidence of the response.” “If our confidence in the response is less than a specific threshold, it is better for the artificial intelligence factor not to engage.”

Mix an artificial intelligence automation with human experience

VOICEAI agents launch a big step towards what is imagined. AIS is imagined as an independent communication center for the future.

With the continued development of artificial intelligence, the company focuses on creating automation solutions with human experience, ensuring a smooth customer experience.

“Since our founding seven years ago, we have created a platform uniquely understanding the call center talks,” said Jain. “It is the next logical step to provide our Voiceai agents to automate interactions and support both human agents and AI in providing consistent, safe and high -quality customer experience across each point of contact.”