Observe.AI 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 bring AI agents into the core of customer experience: 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 centers 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 changing that 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 behavior, and automation performance, helping teams move from backward-looking reporting to continuous improvement.

The collaboration with AWS focuses on helping enterprises bring AI Agents for CX into production environments that require reliability, security, compliance, and scale.