Observe.AI has announced a major evolution of its GenAI Insights platform, equipping organisations with enterprise-wide access to the voice of the customer (VoC) like never before. This expansion transforms every customer interaction into actionable intelligence, delivered directly through intuitive AI agents.
With the latest release of GenAI Insights, companies can go even deeper, uncovering hidden patterns, sentiment trends, and root causes from every customer interaction, across all channels and at every level of the organisation.
“Contact centres 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.”
New Highlights of GenAI Insights
AskObserve: This natural language AI agent lets any team ask plain-language questions—like “Why are we seeing more complaints about shipping delays?”—and get structured, insight-rich answers drawn directly from 100% of customer conversations.
AI Studio: A no-code environment designed to put power in the hands of any team. Users can configure and test AI workflows, generate summaries, tag key moments, and flag important mentions—all without writing a single line of code. Perfect for customising insights to fit any department’s needs.
L1/L2/L3 Contact Reason Mapping: The new framework organises contact reasons into layers—from broad themes (L1) to specific triggers (L3)—enabling more accurate diagnosis of customer pain points. For example, what begins as a call about “account cancellation” may be rooted in “long refund timelines” and “lack of communication.”
VoC Dashboards & Reporting: Ready-to-use dashboards and customizable reports surface the metrics that matter most—sentiment shifts, contact reason trends, and their impact on business outcomes. Teams can also align operational and strategic decisions based on real-time customer voice data.
From Insight to Enterprise Action
Observe.AI’s mission has always been to elevate the value of customer conversations. This latest expansion leaps forward, empowering teams beyond the contact centre to engage with previously siloed or inaccessible data. Whether it’s product teams addressing recurring complaints, marketing teams tracking brand sentiment, or CX leaders refining workflows, GenAI Insights also ensures every team has a direct line to customer truth.
By embedding AI agents into daily operations and making insights accessible company-wide, Observe.AI is not just decoding conversations—it’s turning them into enterprise intelligence that drives faster decisions, better outcomes, and elevated customer experiences.