In this episode, I speak with Swapnil Jain, Founder & CEO of N47-backed Observe.AI, an AI-powered platform focused on automating customer service and contact centers. Observe.AI helps enterprises enhance efficiency by leveraging AI-powered automation to evaluate customer interactions, support agents and sellers in real time, and boost customer satisfaction.

The episode explores the evolution of AI in customer support and how enterprises are adapting to an AI-first world. Swapnil dives into the future of contact centers, predicting that within five years, over 50% of support calls will be fully automated by AI. He discusses the challenges traditional BPOs face, why many will struggle to survive without an AI-first strategy, and how businesses can leverage AI to shift customer service from a cost center to a revenue-generating function.

We discuss the convergence of voice, chat, and AI agents in customer support and why agentic AI is a game-changer for real-time automation. Swapnil shares his own leadership evolution, reflecting on the intensity required to build a category-defining company in AI. He also offers insights into the shifting landscape of enterprise AI adoption, the role of small vs. large language models, and how AI is reshaping human-computer interactions. Enjoy!

Timestamps:

* 2:40 - Starting an AI company pre-LLM

* 9:06 - AI’s impact on human heavy services and industries

* 17:38 - Agentic AI breakdown

* 31:48 - How to measure the accuracy of your AI agents

* 37:40 - Leadership lessons for managing an international workforce

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