Observe.AI delivers meaningful, granular insights to raw customer interactions

Observe.AI, the leading AI platform for contact centers, is announcing an update to GenAI Insights, the company’s voice of customer (VoC) offering that transforms raw interactions into actionable insights. The latest iteration of the solution focuses on enriching existing implementations with deeper insights, all while centering ease of use and no-code strategies.

Observe.AI’s platform aims to enhance human and virtual agent performance, along with  customer experience, through conversation intelligence, according to the company. Its latest update emboldens this goal, offering more granular insights derived from advanced detection of turn-by-turn sentiment shifts and the reasoning behind those changes.

“Contact centers are home to the richest customer data in the enterprise, but that data has historically been locked behind siloed data systems, slow manual analysis, or complex tooling,” said Swapnil Jain, CEO and co-founder of Observe.AI. “With this latest release, we’re giving every team—not just analysts—on-demand access to deeper, smarter, evidence-based insights that drive business action.”

The first of the new features within GenAI Insights, AskObserve, enables teams to interface with conversational insights through their natural language. This AI agent enables users to inquire about their conversational data—asking questions such as, “What’s driving complaints about our billing process?”—and receive real-time, structured, contextual answers.

Observe.AI is also releasing AI Studio, a no-code command center for configuring, testing, and fine-tuning AI-powered services with ease and speed. Some capabilities include customizing conversation outputs into free-text summaries, flagging competitor or named mentions, identifying key moments and categorizing topics, and more. 

To derive even more contextually rich insights, GenAI Insights offers L1/L2/L3 customer contact reasons, a method for organizing conversations based on the behaviors and trends of customer interactions. This helps highlight the “why” behind those interactions, where Observe.AI offers the following example: “a CX team discovers that ‘account cancellations’ (L1) are often driven by ‘long refund timelines’ (L2) and ‘lack of status updates’ (L3), enabling precise fixes that reduce churn.”

Finally, with ready-to-use VoC dashboards and reporting, enterprise teams can more intuitively track sentiment, contact reasons, and the method in which customers connect. Highlighting a variety of operation metrics, these visualizations link operations to real business outcomes and ROI, enabling data-driven decision making.

“With GenAI Insights, we’re closing the gap between conversations and enterprise action,” explained Jain. “Whether you're in operations, marketing, compliance, or product, you're no longer waiting on weekly reports or manual reviews. The voice of the customer is now at your fingertips.”

To learn more about Observe.AI’s latest update, please visit http://Observe.AI.