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Observe.AI Reviews

Bengaluru, Karnataka

4.5/ 5

2 reviews

Observe.AI (registered as Z21 Labs Inc.) is an artificial intelligence and software development company specializing in an agentic AI platform built specifically for the customer experience (CX) lifecycle. Founded in 2017 by Swapnil Jain (CEO), Akash Singh (CTO), and Sharath Keshava Narayana, the company is built on a mission to transform how the world serves customers through AI. It enables modern enterprises and contact centers to deploy specialized, purpose-built AI agents and copilots that engage, assist, and act autonomously across voice, email, and chat channels. The company is co-headquartered in the San Francisco Bay Area (specifically Redwood City, California) and maintains a major international office in Bangalore, India. As a privately held Software-as-a-Service (SaaS) organization, Observe.AI has scaled its operations significantly, growing to an estimated workforce of 400 to 500 employees as of 2026. Observe.AI operates a unified contact center AI platform that combines advanced automatic speech recognition, natural language processing (NLP), deep learning, and workflow automation. The core technology functions across three primary pillars: AI Agents for Customers, which handle end-to-end inquiries from authentication to execution; AI Agents for Frontline Teams, which provide human agents with real-time feedback, personalized context, sentiment analysis, and next-best-action guidance during customer calls; and AI Agents for Operations, which automatically evaluate 100% of human and AI interactions to streamline quality assurance (QA) workflows, compliance tracking, risk management, and targeted agent coaching. This comprehensive, CX-native suite allows businesses to transition away from manual call auditing toward automated, insight-driven operations that reduce operational costs, boost service speed, and maximize customer loyalty. The platform serves more than 350 global brands and enterprises across various sectors, including financial services, insurance, healthcare, retail, and education. Notable customers and strategic partners include Tripadvisor, Root Insurance, Alcon Laboratories, and Pearson. The subscription-based pricing models are structured hierarchically to accommodate features, usage capacity, and user counts. Financially, Observe.AI has demonstrated substantial market validation, raising a total of $213 million in venture capital funding across multiple rounds. Its prominent Series B round in September 2020 raised $54 million, followed by a major $125 million Series C funding round in April 2022, which notably added Zoom Video Communications as a strategic investor. The company's robust capital structure is backed by a syndicate of top-tier institutional investors, including Menlo Ventures, Next47, NGP Capital, Scale Venture Partners, Nexus Venture Partners, Emergent Ventures, Steadview Capital, 01 Advisors, and the Y-Combinator accelerator program (where it participated in the Winter 2018 cohort). Driven by a leadership team including CEO Swapnil Jain, CTO Jithendra Vepa, and CFO Subhash Tibrewal, the company continues to pioneer agentic AI platforms within the multi-billion-dollar contact center industry.