What if your next customer support call wasn’t just answered by a human, but perfected by AI?
That’s the billion-dollar bet Observe.AI is making. And it’s no moonshot. Backed by Zoom, SoftBank, and Y Combinator, this US-based startup with Indian roots is rewriting the rulebook for contact centers. Founded in 2017 by Sharath Keshava Narayana and Swapnil Jain, Observe.AI is using conversational intelligence to turn every call into a masterclass in CX.
The Voice Behind the Curtain
Their secret weapon? A proprietary LLM trained on 30 billion parameters, fine-tuned specifically for noisy, messy, real-world customer service conversations. Unlike generic chatbots, this tech doesn’t just understand language; it understands context, frustration, tone, even hesitation.
From summarizing calls to real-time coaching for agents, Observe.AI claims its platform boosts efficiency by over 400%. One telecaller with a superpower? Impressive. But a thousand agents upgraded overnight? Game-changing.
Dubdub.ai: The Voice Just Got Louder
In 2025, Observe.AI made headlines again when it acquired Dubdub.ai, a fast-growing text-to-speech startup known for its ultra-realistic voice cloning.
Think voice agents that don’t just talk. They emote. Multilingual, regional-accented, emotionally nuanced AI that can sell you a loan or calm you down after a canceled flight.
This acquisition supercharges Observe.AI’s ambitions, not just understanding calls, but speaking like us. With Dubdub in the mix, the future of customer support could sound eerily… human.
Who’s Betting Big?
Investors aren’t just interested. They’re racing to get in. The company has raised $214 million to date, including a monster $125M Series C in 2022 led by SoftBank’s Vision Fund. Other backers include Zoom, Menlo Ventures, and Nexus.
It’s a clear sign: the smart money believes contact centers are the next frontier for AI.
The Competitive Arena
Observe.AI’s not alone. Startups like Noogata, Slang Labs, and TUNGEE are chasing the same dream. But none combine speech recognition, coaching, and now TTS quite like Observe.AI does.
They’re not just playing the game. They’re trying to own the rulebook.
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