Observe.AI unveils 30-billion-parameter contact center LLM
CALIFORNIA, UNITED STATES — Observe.AI, a San Francisco-based artificial intelligence (AI) firm, has launched its new 30-billion-parameter Contact Center Large Language Model (LLM) and Generative AI Suite, aiming to augment agent performance in contact centers.
The company says that, unlike standard models, Observe.AI’s proprietary LLM, trained on hundreds of millions of customer interactions, delivers improved accuracy, control, and privacy for contact centers keen to capitalize on Generative AI.
“We’re at an exciting precipice for the use of generative AI in contact centers – an inflection point on par with the advent of the cloud or mobile. It’s a critical moment that will separate the disruptors from the disrupted, and contact centers who move forward with LLM strategies based on accuracy, calibration, and control will realize their fullest potential,” said Swapnil Jain, CEO and Co-Founder of Observe.AI.
The Contact Center LLM is 35% more accurate in conversation summarization and 33% more accurate in sentiment analysis than GPT3.5, according to Observe.AI.
The company’s new generative AI suite utilizes its LLM to optimize agent performance throughout customer interactions, offering real-time responses, automated call summarization, and coaching notes.
Observe.AI serves over 200 businesses and organizations across multiple sectors, including financial services, healthcare, retail, education, and insurance. The company has secured $213 million with its latest round of Series C funding in 2022.
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