Observe.AI, major AI-powered agency that provides voice-enabled customer service, has recently secured USD 26Mn in Series A funding round, which was led by Scale Venture Partners with participation from Steadview Capital, 01 Advisors, and other existing investors of the company.

Observe.AI in-total bagged $34 million funds since the inception in 2017. It has transformed 300 million Voice Customer Service market with the help of artificial intelligence.

The startup uses natural language processing based on AI to analyse conversations between agents and customers. It is programmed to transcribe each call and proceed with emotional analysis to determine customer satisfaction while drawing correlations between the words and actions of the support agent. Their AI improves with each call and their SpeechNLP picks up terms specific to the businesses, allowing for deeper insights and analysis.

“Thanks to our incredible team, partners, and customers, we’ve seen rapid growth. In just nine months, we’ve expanded our team from 5 to 45 with offices in both San Francisco and Bangalore. During this time we brought on more than 100 customers, including Tripadvisor, ClearMe, and Root Insurance, who use our Voice AI Platform to monitor quality and compliance across 100% of calls while offering data-driven coaching to agents,” said the company in a statement.

“We also formed multi-year relationships with companies like Talkdesk, ERCBPO, itelBPO, and Microsoft, who’ve played a major role in bringing our message to the market that agents are a brand’s best representatives. Together we believe that when well-coached, agents provide a rare opportunity to emotionally connect with customers in a digital world,” they added.