CMP Research recognizes the future of Agent Assist - and it's agentic. Observe.AI Companion Agent recognized as a Pioneer in the latest CMP Prism for Real-Time Agent Assist Customer service is changing. As AI Agents increasingly automate routine customer interactions, the conversations that reach human agents are becoming more complex, emotional, and business-critical. Today's frontline teams aren't looking for another knowledge base or script - they need an intelligent partner that can understand context, guide decisions, and take action alongside them. That's exactly why Observe.AI, Inc is excited that Observe.AI has been recognized as a Pioneer in the latest CMP Prism for Real-Time Agent Assist and Copilot. The independent analyst evaluation recognizes providers that are advancing the next generation of agent assistance based on analyst research, customer feedback, and market perception. The market is moving beyond traditional agent assist. According to CMP Research, real-time agent assistance has become the top technology investment priority for customer contact leaders, with 51% of organizations planning investments over the next two years. As AI handles more routine interactions, live agents are left managing increasingly complex customer issues, making intelligent assistance more important than ever. But CMP also highlights an important shift in the market: the most advanced solutions are moving from guidance to action. Rather than simply surfacing knowledge or recommending responses, next-generation solutions proactively complete work in parallel with the agent - representing a true evolution toward AI-augmented workforces. More than guidance. A true AI companion. Companion Agent is purpose-built for today's AI-powered contact center, where human agents and AI work together throughout every customer interaction. It supports frontline teams across the entire conversation lifecycle: * Before the interaction, Companion Agent prepares agents with customer history, previous conversations, profile information, and intent so they begin every conversation with complete context. * During the interaction, it listens in real time, understands conversation context, surfaces relevant knowledge, prompts compliance actions, identifies behavioral signals, provides coaching, and triggers workflows as the conversation unfolds. * After the interaction, it automatically generates editable summaries, captures key details, updates business systems, classifies dispositions, and recommends coaching opportunities to improve future performance. Rather than acting as another window agents must monitor, Companion Agent becomes an active participant that helps reduce effort, improve consistency, and accelerate resolution. Built for the next era of customer experience. Legacy agent assist solutions were designed to provide static guidance. Companion Agent was designed for an agentic future. Built on agentic AI, business users can configure and continuously improve guidance using natural language instead of complex rules or workflows. That means organizations can deploy faster, adapt more quickly, and continuously optimize how AI supports their frontline teams as customer needs evolve. The direction of the industry reinforces this approach. CMP identifies emerging capabilities like real-time coaching, proactive actions, sentiment awareness, and autonomous knowledge improvements as defining characteristics of the next generation of agent assist. Recognition that reflects where CX is headed. Being recognized as a Pioneer in the CMP Prism is meaningful because it reflects more than today's capabilities - it recognizes where customer experience technology is headed. As organizations deploy AI Agents to automate customer interactions, the role of human agents becomes even more valuable. Success will depend on equipping those agents with intelligent companions that don't just recommend the next step - but help them complete the work. Download the latest CMP Prism for Real-Time Agent Assist to learn more about the trends shaping the future of AI-powered agent assistance and why Observe.AI was recognized as a Pioneer. John McMullan Director of AI Agent Marketing July 2, 2026 No items found.

Move fast without breaking things. Agent Harness provides isolated workspaces & controlled rollouts for rapid development Safely scaling production AI: the power of isolated Workspaces and controlled rollouts. Operating AI agents in an enterprise contact center environment is a high-stakes endeavor. When agents are actively answering calls, following complex policies, authenticating customers, and triggering business workflows, the work doesn't stop after the initial launch. In fact, that's when the real challenge begins. Customer behavior shifts, business policies evolve, and new edge cases emerge daily. To keep up, production agents must adapt quickly. However, modifying a live system can easily disrupt routing accuracy, compliance, containment rates, and the overall customer experience. You can't just edit a live agent and hope for the best. To solve this, Observe.AI built Agent Harness: a structured operating layer designed to manage, test, and release AI agents. Read its first installment of this series here. For teams that need to adapt fast without turning live customer calls into a testing ground, the foundation of this system relies on two critical capabilities: Safe Workspaces and Safe Rollouts. Safe Workspaces: the staging environment for AI Agents. Just like any critical enterprise IT system, you wouldn't push updates to your live IVR routing trees or CRM workflows without rigorous testing and change management. AI agents require that exact same discipline, adapted for conversational logic and business rules. Safe Workspaces provide AI agent builders and operations teams with a completely isolated staging environment to modify an agent without affecting the live production version. Within this workspace, teams can safely experiment with and adjust: * Prompt logic and system instructions * Policy rules and workflow steps * Fallback behavior and escalation criteria * Knowledge base references The "live wire" Reality of agent updates. Agent behavior is highly interconnected. A minor tweak to a prompt can drastically alter how the agent handles customer intent. A simple policy update might change an entire workflow path, while a new fallback rule could dictate when a customer gets prematurely escalated to a live agent. Safe Workspaces allow AI agent builders to view side-by-side comparisons of every change. They can track issues directly within the platform and promote updates through strict, role-based approval workflows - ensuring that every adjustment is reviewed for compliance and accuracy before it ever touches a real customer interaction. Safe Rollouts: incremental deployment and total visibility. Once an update is ready and approved, governance must extend directly into deployment. Treating agent updates as massive, all-or-nothing launches is a recipe for operational risk. Safe Rollouts allow teams to deploy changes incrementally. Through the rollout system, teams can: * Select a specific, approved workspace to release from. * Tag every release with a clear, documented description. * Attach evaluation results to prove operational readiness. * Route the update to a limited percentage of live traffic to test the waters. 1-Click rollbacks and version tracking. If a release does not perform exactly as expected in the real world, your IT and ops teams aren't stuck putting out fires - they can initiate a rollback with a single click. This means agent builders can test a revised authentication step or measure a new routing rule with a small subset of traffic before expanding it across the entire contact center. Crucially, Safe Rollouts enable rigorous version tracking. At an enterprise scale handling millions of interactions, broad averages can easily mask critical problems. If there is a sudden spike in transfers to human agents or a missed compliance disclosure, teams shouldn't be left guessing. Because every interaction is tied to the specific agent version that handled it, your teams can trace anomalies back to the exact release, workspace, and change that caused it. Moving fast without breaking things. Ultimately, AI moves fast, and customer operations must move just as quickly. AI agent builders and operations leaders - those closest to the customer and the business realities - need the autonomy to make improvements when they spot friction or outdated policies. By utilizing Safe Workspaces and Safe Rollouts, teams are no longer slowed down by brittle release processes, nor are they forced to operate outside of IT governance just to get things done. They have a system built for inspection, precise deployment, and instant rollback - giving your enterprise the confidence to constantly improve production AI without ever losing control. Aashraya Sachdeva Director, AI Agents May 28, 2026

Observe.AI named a 2026 MetriStar Top Provider for Agent Assist Applications by Metrigy. * 3 hrs ago PR Newswire REDWOOD CITY, Calif., May 19, 2026 Recognition Highlights Industry-Leading Business Impact and Customer Sentiment for AI-Powered Agent Assist REDWOOD CITY, Calif., May 19, 2026 /PRNewswire/ - Observe.AI, the leading agentic CX platform for customer service transformation, today announced it has been named a 2026 MetriStar Top Provider for Agent Assist Applications by Metrigy, a premier research and advisory firm focused on customer experience (CX), AI, and workplace collaboration. Observe.AI announced it has been named a 2026 MetriStar Top Provider for Agent Assist Applications by Metrigy The MetriStar Top Provider Award recognizes technology providers whose customers achieve above-average business success and strong customer sentiment ratings, as measured by independent research and quantitative analysis. Observe.AI earned this distinction for its ability to deliver measurable outcomes across key metrics, including revenue growth, customer satisfaction (CSAT), agent efficiency, and operational cost reduction. According to the Metrigy report, Observe.AI achieved a Business Success score of 363 - the highest among all evaluated providers and significantly above the industry average. Additionally, the company demonstrated strong customer sentiment, with above-average ratings across critical categories, including security, platform reliability, and analytics capabilities. Observe.AI's exceptional business success score (an impressive 111 points above the average) is buoyed by top performance for enabling CSAT, efficiency, and revenue improvements. "When the overall and individual business success scores are coupled with outstanding customer sentiment ratings, there's no question that Observe.AI is hitting all the right notes for companies using its agent assist capabilities to drive value for their CX operations," said Beth Schultz, VP of research and principal analyst at Metrigy. "Being recognized as a MetriStar Top Provider is a powerful validation of the real-world impact we deliver for our customers," said Swapnil Jain, CEO of Observe.AI. "Enterprises today are looking for AI solutions that go beyond experimentation and drive measurable business outcomes. Our agentic Companion Agents are purpose-built to elevate agent performance, improve customer experiences, and unlock operational efficiency at scale - and this recognition reflects that commitment." Driving Measurable Business Outcomes with Companion Agent Observe.AI's recognition is driven by the success of its agentic CX platform, which delivers real-time guidance, automates workflows, and enhances agent performance throughout the customer interaction lifecycle. Observe.AI earned high customer scores by: * Enabling market-leading improvements in CSAT, revenue, and agent efficiency * Enabling real-time guidance and compliance adherence * Automating after-call work to reduce operational overhead * Providing actionable insights by analyzing 100% of customer interactions * Knowledge Agent: Surfaces relevant information and answers instantly to help front line teams resolve issues faster. * Coaching Agent: Delivers real-time coaching and personalized feedback to help front line teams improve performance during and after interactions. * Summary and Aftercall Agent: Automatically generates concise summaries of customer interactions for quick review and documentation. Elevating Human Performance in Customer Services As agent assist becomes a cornerstone of modern CX strategies and customer-facing AI agents automate more routine interactions, frontline teams are increasingly focused on moments that require judgment, empathy, exception handling, and complex problem-solving. Those interactions are higher-stakes, but many frontline teams are still supported by outdated tools that provide static scripts, basic knowledge lookup, or limited real-time guidance. By delivering contextual, real-time intelligence and automating repetitive tasks, the platform enables humans to focus on high-value customer interactions while improving overall business performance. Metrigy's global 2026 study, based on input from over 1,400 CX leaders, underscores the growing importance of agent assist technologies in driving competitive advantage and delivering measurable ROI. About Observe.AI Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle - from handling customer conversations to supporting frontline teams and optimizing operations. Built on a CX-native foundation, Observe.AI works with 300+ global brands in Financial Services, Insurance, Healthcare, and Consumer Services to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction. About Metrigy Metrigy is an innovative research and advisory firm focused on artificial intelligence, customer experience, and workplace collaboration. Through primary research and data-driven insights, Metrigy provides strategic guidance to technology providers and enterprise organizations worldwide. Media Contact: Observe.AI Chrissy Calabrese [email protected] SOURCE Observe.AI