INSUBCONTINENT EXCLUSIVE:
Being stuck on the phone with call centers is painful
We all know this.Observe.AI is one companythat wants to make the experience more bearable, and it raised $8 million to develop an artificial
intelligence system that it believes will do just that.
The funding round was led byNexus Venture Partners, with participation fromMGV,
Liquid 2 Ventures and Hack VC
Existing investorsEmergent Ventures and Y Combinator also took part —Observe.AI was part of the YC winter 2018 batch.
The India-United
States startup was founded last year with the goal of solving a very personal problem for founders Swapnil Jain (CEO), Akash Singh (CTO)
and Sharath Keshava (CRO): making call centers better
But, unlike most AI products that offer the potential to fully replace human workforces,Observe.AI is setting out to help the humble
customer service agent.
The company first product is an AI that assists call center workers byautomating a range of tasks, from
auto-completing forms for customers to guiding them on next steps in-call and helping find information quickly.Jain told TechCrunch in an
interview that the product was developed following months of consultation with call center companies and their staff, both senior and junior
That included a stint in Manila, one of the world capitals for offshoring customer services anda city well known toKeshava, who helped
healthcare startup Practo launch its business in the Philippines& capital.
That effort to know call center operates directly has also shaped
how Observe.AI is pitching its services
Rather than going to companies, it is tapping the root of the tree by offering its services to the call centers who manage customer support
for well-known businesses behind the curtain
Uber, for example, is one of many to use Philippines-based support centers, but the Observe.AI thesis is that going directly to thesource is
easier than navigating large companies for business.
One such partneris Concentrix, one of the world largest customer support providers with
over 100,000 staff and offices dotted around the globe, while the startup said it has tapped Philippinestelco PLDT for infrastructure.
In
addition to helping understand the problems and generating business, working directly with these companies also gives Observe.AI access to
and use of data, which is essential for developing any AI and natural language processing-based systems.
Beyond improving its customer
service assistant — which Jain likens to an ‘Alexa for call centers& — Observe.AI is working to develop a virtual assistant of its own
that can handle the more basic and repetitivecalls from customers to help free up agents for callers who need a human on the other end of
the line.
We aim toeventually automate a large part of the call center experience,& Jain explained in an interview
&Agood set [of customer calls] are complex but a large set can be fairly automated as they are simple in nature.
The startup is aiming to
introduce ‘voicebots& before March 2020, with a beta launch targeted at the end of 2019.
The kind of company that will disrupt call
centers will come from the east —we truly understand the call center life,& Jain told TechCrunch.
He explained that, while Silicon Valley
isa hotbed for tech development, understanding the problemsthat need to be solved requires spending time in markets like India and the
Philippines.
That knowledge is super, super valuable… someone in the United States can''t even think about it,& he added.
That said,
Observe.AI is headquartered in theUnited States , in Santa Clara
That whereKeshava, the company CRO, is based with a growing team that is dedicated pre- and post-sales and to building relationships with
major software platforms used by call center companies
The idea with the latter is that they can provide an avenue into new business by working withObserve.AI to add AI smarts to their
product.
In one such example,Talkdesk, a United States startup that offers cloud-based contact center services, has addedObserve.AI
services to what it offers to its customers
Talkdesk CEO Tiago Paiva called the addition &ahuge opportunity for call center efficiency and improving the caller experience.
The startup
India-based team isBangalore and it handles technology, which includes the machine learning component
Total headcount is 16 people right now but the founding team expects that will at least double before the end of this year.
