SAN FRANCISCO, Nov. 18, 2025 (GLOBE NEWSWIRE) -- Observe.AI, the leader in AI agents for customer experience, today announced it has been named a Gartner Cool Vendor in the “Gartner Cool Vendors in Customer Service and Support Technology” report. The emerging vendors highlighted in this research are transforming the market with innovative AI-first approaches that deliver on AI objectives through automation, analytics and enhanced security. Observe.AI provides an AI-powered customer service platform that integrates voice and chat agents, an AI copilot, and conversational intelligence to deliver natural, real-time, and compliant support through a secure, cloud-based system.
Gartner research notes that “more than 75% of customer service leaders are being pushed by executives to implement generative AI.” We believe that the report helps businesses identify trusted innovation partners that deliver real business impact such as automation, analytics, and enhanced security, not just hype.
“We see this recognition as validation of a fundamental shift happening in customer experience, from reactive service to proactive automation,” said Swapnil Jain, CEO of Observe.AI. “Our mission is to deliver voice-first AI agents that enable natural, human-like conversations for customers and predictable execution for businesses. In doing so, we’re turning the contact center into a space where conversations drive loyalty, learning, and lasting impact.”
Observe.AI brings AI automation and human empowerment together in one platform that enhances every stage of the customer journey, including:
- VoiceAI & ChatAI Agents: Fully automate conversations to scale service teams and streamline customer engagement.
- AI Copilots: Deliver contextual, AI-driven coaching that improves service quality, compliance, and customer sentiment.
- Conversation Intelligence: Automate call scoring, detect compliance risks, and generate personalized coaching insights to drive continuous agent performance improvement.
Powered by proprietary speech and language models built for contact centers, Observe.AI integrates with over 250 enterprise systems, including Salesforce, HubSpot, Microsoft Teams, Zoom, and Genesys and ensures enterprise-grade security and compliance with HIPAA, SOC 2, PCI DSS, GDPR, and CCPA standards.
For more information, visit our website.
DISCLAIMER
Gartner, Cool Vendors in Customer Service and Support Technology, Jason Bridge, Brett Overbey, Kathy Ross, Christopher Sladdin, 13 October 2025 GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
About Observe.AI
Observe.AI is the leading AI agent platform for customer experience. It enables enterprises to deploy AI agents that automate customer interactions, delivering natural conversations for customers with predictable outcomes for the business.
Observe.AI combines advanced speech understanding, workflow automation, and enterprise-grade governance to execute end-to-end workflows with AI agents. It also enables teams to guide and augment human agents with AI copilots, and analyze 100% of human and AI interactions for insights, coaching, and quality management.
Companies like DoorDash, Affordable Care, Signify Health, and Verida use Observe.AI to transform customer experiences every day by accelerating service speed, increasing operational efficiency, and strengthening customer loyalty across every channel.
For more information, visit www.observe.ai
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