List of Observe.AI Customers
San Francisco, 94105, CA,
United States
Since 2010, our global team of researchers has been studying Observe.AI customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Observe.AI for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Observe.AI for Call Center include: Cox Automotive, a United States based Automotive organisation with 50000 employees and revenues of $19.20 billion, Central Bank, a United States based Banking and Financial Services organisation with 2793 employees and revenues of $787.0 million, Trupanion, a United States based Insurance organisation with 1131 employees and revenues of $750.3 million and many others.
Contact us if you need a completed and verified list of companies using Observe.AI, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Observe.AI customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Central Bank | Banking and Financial Services | 2793 | $787M | United States | Observe.AI | Observe.AI | Call Center | 2024 | n/a |
In 2024, Central Bank implemented Observe.AI in its customer service contact center in the United States, deploying Observe.AI’s Post-Interaction AI to automate quality assurance and investigative workflows. The implementation targeted the bank's Call Center operations within banking and finance, with explicit goals to automate QA, speed investigations, and improve fraud detection.
The deployment configured Post-Interaction AI capabilities including Auto QA, Moments, and screen recording, enabling automated scoring and the capture of call and screen context for after call review. Configuration emphasized automating QA workflows and surfacing Moments that flag potential fraud or policy exceptions, while screen recording provided integrated context for investigations.
Operational scope covered customer service and contact center teams in the United States, and the solution processed analytic workloads at scale, enabling analysis of approximately 167,000 calls in a quarter. The implementation supported QA teams and investigators by routing flagged calls and associated screen recordings into review workflows, reducing manual triage and accelerating case assembly.
Governance and workflow changes centralized post call evaluation and embedded automated QA scoring into routine reviews, which shortened investigator triage cycles and standardized QA processes. Measured operational outcomes from the rollout included after call work time falling from approximately 30 seconds to approximately 10 seconds, and average handle time declining by about 5 percent, alongside reported improvements in investigation speed and fraud detection capability.
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Cox Automotive | Automotive | 50000 | $19.2B | United States | Observe.AI | Observe.AI | Call Center | 2024 | n/a |
In 2024, Cox Automotive deployed Observe.AI Auto QA from Observe.AI in a Call Center implementation to standardize quality assurance across its contact centers and 13 brands in the United States. The initiative targeted fragmentation across operations and CRM by centralizing QA workflows and enforcing uniform evaluation forms and coaching templates across brand lines.
The implementation configured Observe.AI Auto QA capabilities to automate large-scale evaluations, apply AI-assisted scoring, and normalize coaching workflows, enabling the program to scale to over 90,000 evaluations per month. Integrations were established with operations and CRM systems to feed interaction data into the evaluation pipeline and to surface assessment results to contact center supervisors and workforce management processes.
Governance focused on rolling out standardized evaluation and coaching processes across contact center sites and aligning evaluator scoring rubrics and coaching cadences. The deployment produced more consistent coaching and evaluation forms and delivered roughly a 2–3% improvement in QA scores and operational efficiency.
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Trupanion | Insurance | 1131 | $750M | United States | Observe.AI | Observe.AI | Call Center | 2024 | n/a |
In 2024, Trupanion deployed Observe.AI’s Post-Interaction AI across member experience, sales, and retention teams to scale quality assurance and coaching within its contact center. The deployment targeted Trupanion's customer service and insurance contact center operations in the United States and sought full conversational visibility for remote and onsite agents.
Trupanion implemented Observe.AI Auto QA and Moments capabilities to automate post-call evaluation and surface coaching moments, enabling systematic QA scoring and prioritized coaching actions. The Observe.AI deployment aligns with the Call Center category and was configured to deliver 100% interaction coverage, converting voice and digital interactions into structured QA insights and coaching prompts.
The rollout covered member experience, sales, and retention teams, with operational emphasis on supporting remote agents by surfacing targeted coaching items and consistent evaluation criteria. Operational scope included contact center QA workflows, agent coaching orchestration, and ongoing monitoring of interaction-level quality across Trupanion’s U.S. contact operations.
Governance moved toward centralized QA scoring and formalized coaching cycles driven by Observe.AI insights, embedding automated review outputs into agent coaching and performance review processes. The implementation delivered 100% interaction coverage and reportedly produced approximately a 5% uplift in customer retention, with retained cancels rising from 20% to 25% in January 2024.
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