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Turn Call Centers Into Revenue Drivers with Swapnil Jain, Founder & CEO of Observe.AI

In this episode, I speak with Swapnil Jain, Founder & CEO of 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 9:12 - AI’s impact on human-heavy services and industries 17:38 - Agentic AI breakdown 31:52 - How to measure the accuracy of your AI agents 37:40 - Leadership lessons for managing an international workforce --------- At Next47, we partner with founders boldly building products that power the world. Learn more at Next47.com