Observe.AI named a Gartner Cool Vendor in Customer Service and Support Technology (2025)
San Francisco, Nov. 18, 2025 - Observe.AI announced it has been named a Gartner Cool Vendor in the Gartner Cool Vendors in Customer Service and Support Technology report. The vendors highlighted in this research bring AI-first approaches that deliver automation, analytics, and stronger security.
For customer support leaders, this tracks with the pressure you're under. Gartner research notes that more than 75% of customer service leaders are being pushed by executives to implement generative AI. Recognition like this helps teams separate signal from noise and evaluate partners that drive measurable outcomes, not hype.
What this means for support teams
The shift is clear: from reactive service to proactive automation. Observe.AI's platform blends AI agents, an AI copilot, and conversational intelligence so you can resolve more requests instantly, coach agents in the moment, and keep compliance tight.
- VoiceAI & ChatAI Agents: Automate conversations to scale your team and reduce handle time.
- AI Copilots: Provide contextual guidance that improves quality, adherence, and customer sentiment.
- Conversation Intelligence: Score calls automatically, flag compliance risks, and generate personalized coaching insights.
Why it's practical
The platform is built on speech and language models trained for contact centers. It integrates with 250+ enterprise systems you likely use today, including Salesforce, HubSpot, Microsoft Teams, Zoom, and Genesys.
Security and privacy standards are covered, with compliance for HIPAA, SOC 2, PCI DSS, GDPR, and CCPA. That shortens procurement cycles and reduces risk for CX, QA, and IT alike.
A note from leadership
"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."
Practical next steps for support leaders
- Pick 2-3 high-volume intents to automate end-to-end (password resets, order status, appointment changes).
- Pilot with clear guardrails: target CSAT, handle time, deflection, and compliance metrics.
- Use AI copilots for live coaching on policy adherence and empathy-then review conversation intelligence for targeted coaching plans.
- Confirm integrations with your CRM, QA, telephony, and analytics stack before scaling.
About Observe.AI
Observe.AI is an AI agent platform for customer experience. It enables enterprises to deploy AI agents that automate customer interactions with predictable outcomes, augment human agents with AI copilots, and analyze 100% of human and AI interactions for insights, coaching, and quality management.
Organizations such as DoorDash, Affordable Care, Signify Health, and Verida use Observe.AI to speed up service, increase operational efficiency, and strengthen customer loyalty across channels. Learn more at observe.ai.
Helpful resource
If you're building AI skills across your support org, explore curated training by job role at Complete AI Training.
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.
Media Contact
Hannah Johnston
observe@v2comms.com
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