Observe.AI Adds Enterprise-Grade Security Certifications for Protecting Customer Data in Contact Centers

Observe.AI has achieved independent audits verifying its internal controls and processes for SOC 2 Type II and PCI DSS Level 1

Observe.AI , an Intelligent Workforce Platform that transforms contact centers through AI, announced it has expanded its compliance certifications to include SOC 2 Type II and PCI DSS Level 1.

The new attestations provide independent, third-party validation that Observe.AI securely connects and orchestrates customer interaction data to the highest possible standard – with zero exceptions.

As the cybersecurity threat landscape continues to evolve, contact centers represent prime targets due to their wealth of customer information. Failure to mitigate risk ultimately costs brands upwards of millions in asset and intellectual property loss, exorbitant fines and legal fees, downtime and incident response, damaged reputation, and irreversible loss of customer trust and loyalty.

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“Keeping customer information safe, secure, and private is a top priority for us. Adding these two certifications reinforces our commitment to safeguarding data in accordance with the most stringent industry standards and best practices,” said Swapnil Jain, CEO and Co-Founder of Observe.AI.

“What’s more, security for us goes beyond ensuring our platform meets industry benchmarks. It’s a core use case for our industry-leading conversation intelligence solution and innovations in QA and agent coaching. We provide a fully auditable trail of interaction data that empowers our customers to achieve 100% compliance monitoring and expertly avoid risk.”

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Observe.AI has enhanced compliance for contact centers in financial services, insurance, retail, healthcare, and more by introducing capabilities that maximize data security without slowing down the business. This includes Selective Redaction, which uses deep neural networks to intelligently and precisely redact sensitive customer information, without sacrificing insights for improving customer experience and revenue generation; and Auto QA, the first adaptive automation that transforms QA visibility to detect 100% of compliance issues.

Customers have used Observe.AI to increase compliance monitoring coverage from 0.003% to 100% and drive 15% increase in mandatory disclosures.

“Our latest research shows contact centers continue to face challenges that increase data vulnerability, including over-reliance on manual processes, tool juggling, and minimal oversight of customer interactions. The best security strategy eliminates avoidable risks while embedding trust and transparency at every conceivable level – across technologies, processes, and people,” said Jain. “This is a must-have for brands to nurture long-term loyalty from consumers.”