Observe.AI has entered a multi-year collaboration with AWS to help enterprises deploy AI agents across customer service operations at scale.
Observe.AI, an AI platform for customer experience, has announced a multi-year strategic collaboration agreement with Amazon Web Services (AWS) to help enterprises deploy AI Agents for CX across customer service operations at scale.
Through this collaboration, customers can use Observe.AI’s Agentic CX Platform, running on AWS, to embed AI agents into the core of the customer experience by resolving customer needs directly, supporting frontline teams in real time, and continuously improving performance across every conversation.
Customer experience is one of the largest and most complex operating environments in the enterprise. Yet most contact centres still rely on legacy IVRs, disconnected automation tools, manual agent workflows and analytics systems that only show what happened after the fact. These systems were not built for a world in which AI agents can understand intent, take action, complete tasks and improve over time.
Observe.AI is addressing this with purpose-built AI Agents across the customer experience lifecycle.
Observe.AI’s agentic platform unifies AI Agents for customers, frontline teams and operations to improve the full customer experience. Automation Agents resolve needs end-to-end across voice and chat channels by understanding real-world conversations, staying grounded in enterprise knowledge and connecting to systems of record to complete work.
Companion Agents support human agents before, during and after interactions by surfacing context, guiding required steps, recommending next-best actions and automating after-call work. Operations AI Agents help leaders evaluate, govern and improve performance with visibility into quality, compliance, intent trends, root causes, agent behaviour and automation performance, helping teams move from backwards-looking reporting to continuous improvement.
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The collaboration with AWS focuses on helping enterprises bring AI Agents for CX into production environments that require reliability, security, compliance and scale.
“Observe.AI said it has equipped organisations, including DoorDash, to transform customer experience. AI is incredibly important to DoorDash, especially in customer experience. We didn’t want automation for its own sake. We wanted to better understand what drives customer sentiment, move beyond binary scoring, and put the customer at the centre of our decisions. This partnership enabled us to do that at scale,” said Xenia Strunnikova, Head of Customer Experience, Fraud, Trust & Safety S&O, DoorDash.
Running on AWS infrastructure, these capabilities give enterprises a path to deploy agentic AI for customer experience with the security, reliability and scalability required for large, regulated service environments.
“Enterprises want to put AI agents to work in customer experience, but production environments demand reliability, security and compliance at every layer. Our collaboration with Observe.AI gives organisations a clear path to deploy AI agents across their customer service operations on AWS, backed by the scalable, secure cloud infrastructure that mission-critical CX requires. We’re helping customers and technology partners move from experimentation to real operational impact,” said Allison Johnson, Director of Americas Technology Partners, AWS.
“AI agents are redefining how customer experience work gets done. By working with AWS, we are giving enterprises a clear path to deploy AI Agents for CX across the full service operation, from resolving customer needs directly to supporting frontline teams and improving performance continuously,” said Swapnil Jain, CEO, Observe.AI.
Observe.AI solutions will also be available through AWS Marketplace, making it easier for AWS customers to discover, purchase and deploy Observe.AI’s Agentic CX Platform. Organisations can use their existing AWS commitments while accessing enterprise-grade AI Agents for CX through a more efficient procurement process.
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