Observe.ai, an artificial intelligence powered voice customer service firm, has picked up USD 26 million in Series A.
The round was led by Scale Venture Partners with participation from Steadview Capital, 01 Advisors, and existing investors, Nexus Venture Partners and Emergent Ventures. Observe.AI was founded in August 2017 to transform the 300B Voice Customer Service market with AI. The firm has raised a total of 34 million in funds so far.
The startup is in the process of doubling the team, bolstering sales, marketing, and customer success. Observe.ai is set to open a new office in Dallas, Texas in January.
“Legacy speech analytics systems are simply not meeting the needs of the world’s top brands. Today’s customer service agents have a unique ability to emotionally connect with customers and are often a brand’s only frontline representatives. This investment will fuel our mission to elevate agent performance through AI-based coaching and insights,” said Swapnil Jain, CEO, Observe.AI.
In nine months, Observe.ai expanded the team from 5 to 45 with offices in both San Francisco and Bangalore. During this time, firm brought on more than 100 customers, including Tripadvisor, ClearMe, and Root Insurance, who use their Voice AI Platform to monitor quality and compliance across 100% of calls while offering data-driven coaching to agents.
The company said it has been accepted into Microsoft's Startups program.
“At Microsoft, we're thrilled to see one of our Microsoft for Start-Up members excel as one of the fastest-growing startups in the Bay Area. Observe.AI continues to define how AI can transform the customer experience, impacting enterprise support teams to improve quality of service, agent performance, and productivity," said Shaloo Garg, Managing Director, Microsoft for Start-Ups.