Revolutionizing Customer Experience at Microsoft Ignite 2020

Revolutionizing Customer Experience at Microsoft Ignite 2020

Table of Contents:

1. Introduction
2. Microsoft for Startups Program
3. Benefits of Microsoft for Startups Program
4. Overview of Observe AI
5. How Observe AI Enhances Call Centers
6. Impact of COVID-19 on Call Centers
7. The Human-Centric Approach to AI
8. Microsoft's Role in Enabling Startups
9. Leveraging Microsoft's Compute Power
10. Collaboration between Microsoft and Observe AI
11. Conclusion

Introduction

Artificial intelligence (AI) has the potential to revolutionize the customer experience. In this article, we will explore how Observe AI, a company from the Microsoft for Startups program, is leveraging AI to enhance and define the customer voice. We will Delve into the benefits of the program for startups and discuss the ways in which Observe AI is transforming call center operations globally. Additionally, we will examine the impact of COVID-19 on call centers and how Observe AI is tackling the human-centric approach to AI. Finally, we will explore Microsoft's role in enabling startups and the collaboration between Microsoft and Observe AI in delivering exceptional call center experiences.

Microsoft for Startups Program

The Microsoft for Startups program is an exclusive initiative dedicated to helping C to Series C enterprise-ready startups Scale their companies. This program provides startups with access to cutting-edge technology, including Azure, GitHub Enterprise, Office 365, and Visual Studio. Additionally, it offers startups access to Microsoft's extensive network of customers, enabling them to connect their innovative solutions to enterprises worldwide. The program features multiple tiers, including the prestigious Pegasus program, offered to a curated set of startups backed by top-tier VCs and investors.

Benefits of Microsoft for Startups Program

Startups enrolled in the Microsoft for Startups program enjoy a range of benefits. These include exact sponsorship, tailor-made discounting, and customized go-to-market (GTM) planning. They also gain access to Microsoft's sales and marketing engines, which provide a streamlined path for startups to engage with enterprises globally. Furthermore, startups in the program receive preview or access to product groups, allowing for co-development and deep integration with Microsoft products. Overall, the program aims to help startups build, sell, and scale with Microsoft's support.

Overview of Observe AI

Observe AI is a startup that is part of the Microsoft for Startups program. The company, founded by Swapnil Jain, offers a powerful platform that helps businesses understand and analyze millions of conversations taking place in call centers. By utilizing AI technologies such as speech-to-text and natural language understanding, Observe AI enables businesses to gain a comprehensive understanding of the customer voice. The platform goes beyond traditional manual quality assurance methods by analyzing 100% of calls, providing data-driven coaching and training to agents, and ensuring compliance on every call.

How Observe AI Enhances Call Centers

Traditionally, businesses relied on manual QA teams to analyze a small percentage of calls to assess agent performance and provide training. Observe AI disrupts this model by leveraging AI to analyze 100% of calls, empowering businesses to make data-driven decisions and enhance agent performance. The platform enables businesses to accurately gauge customer satisfaction, identify pain points, and streamline operations for contact center operators, managers, supervisors, and quality managers. With Observe AI, businesses can optimize their processes, drive down the average handle time, and enforce compliance on every call.

Impact of COVID-19 on Call Centers

The COVID-19 pandemic has significantly affected call centers worldwide. With agents working remotely, maintaining quality and delivering exceptional customer service has become challenging. Observe AI addresses this challenge by utilizing AI and Microsoft's cognitive services to maintain consistent quality standards. The platform ensures the protection of sensitive information through redaction, verifies adherence to scripts, and captures customer sentiment. By leveraging AI, call centers can improve the customer experience, despite the challenges posed by the pandemic.

The Human-Centric Approach to AI

Observe AI embraces a human-centric approach to AI, dispelling fears of job displacement. The company believes that AI is here to assist humans, not replace them. AI can undertake tedious and repetitive tasks, allowing humans to focus on more complex and subjective responsibilities. Rather than replacing jobs, AI augments human capabilities, enabling individuals to excel in their roles. Observe AI empowers humans by automating time-consuming tasks such as call analysis, allowing them to provide personalized customer experiences and drive innovation.

Microsoft's Role in Enabling Startups

Microsoft plays a vital role in enabling startups like Observe AI to deliver superior call center experiences. Through Microsoft's Azure marketplace, startups can leverage high compute power, including GPUs and TPUs, to enhance their AI solutions. Microsoft believes in collaboration rather than reinventing the wheel, offering services like speech-to-text and natural language processing through their cognitive cloud. Moreover, Microsoft partners with startups to bring their solutions to enterprise customers, facilitating accelerated growth and market penetration.

Leveraging Microsoft's Compute Power

Speech computing, a fundamental aspect of AI, requires significant compute power. Startups like Observe AI harness the immense compute capabilities provided by Microsoft's Azure marketplace. By leveraging GPUs and TPUs, startups can process speech more efficiently, leading to improved performance and accuracy. Microsoft's commitment to providing robust compute resources enables startups to overcome computational barriers and unlock the full potential of their AI solutions.

Collaboration between Microsoft and Observe AI

Microsoft's collaboration with Observe AI is a testament to the effectiveness of the Microsoft for Startups program. Observe AI benefits from Microsoft's deep expertise and vast resources in the call center space. The partnership enables Observe AI to co-develop its offering on the Azure marketplace and leverage Microsoft's cognitive services for enhanced functionality. The collaboration also opens doors for Observe AI to access Microsoft's extensive enterprise customer base, paving the way for substantial growth and impact.

Conclusion

The customer experience landscape is evolving, and AI is playing a pivotal role in shaping its future. Startups like Observe AI, empowered by the Microsoft for Startups program, are utilizing AI to transform call center operations globally. By analyzing 100% of calls, providing data-driven coaching, and ensuring compliance, Observe AI is redefining the way businesses understand and engage with their customers. Microsoft's support enables startups to harness the power of AI and deliver exceptional call center experiences, ultimately revolutionizing the customer Journey. Together, Microsoft and Observe AI are driving a massive transformation in the call center space, setting the stage for a new era of customer-centric service.

Highlights:

• Observe AI is part of the Microsoft for Startups program and has raised $88 million in funding.
• The Microsoft for Startups program provides startups with access to cutting-edge technology and customers.
• Observe AI utilizes AI technologies to analyze and enhance call center conversations, improving agent performance and customer satisfaction.
• COVID-19 has posed challenges for call centers, but Observe AI's AI capabilities help maintain quality and deliver excellent service.
• Observe AI embraces a human-centric approach to AI, empowering humans and augmenting their capabilities.
• Microsoft enables startups by providing compute power, leveraging services, and collaborating to bring solutions to enterprise customers.
• The collaboration between Microsoft and Observe AI accelerates growth and market penetration, benefiting both parties.

FAQ:

Q: How does Observe AI enhance call centers? A: Observe AI utilizes AI technologies to analyze and understand customer conversations in call centers, allowing businesses to gain insights, improve agent performance, and ensure compliance.

Q: Does Observe AI replace human jobs? A: No, Observe AI follows a human-centric approach to AI, aiming to assist humans rather than replace them. It automates tedious tasks and empowers humans to focus on more complex responsibilities.

Q: How has COVID-19 impacted call centers? A: COVID-19 has made it challenging for call centers to maintain quality and deliver exceptional customer service. However, Observe AI's AI capabilities help overcome these challenges and enhance the customer experience.

Q: How does Microsoft support startups like Observe AI? A: Microsoft provides startups with access to advanced technology, compute power, and a network of customers. Additionally, Microsoft collaborates with startups to bring their solutions to enterprise customers, facilitating growth and market expansion.