This assessment highlights the industry-leading business impact and customer sentiment of AI-powered agent assist.
Redwood City, California, May 19, 2026 /PRNewswire/ — Observe.AI, the leading agent CX platform for customer service transformation, today announced that it has been named a 2026 MetriStar Top Provider for Agent Assist Applications by Metrigy, a leading research and advisory firm focused on customer experience (CX), AI, and workplace collaboration.
The MetriStar Top Provider Award recognizes technology providers whose customers achieve above-average business success and high customer sentiment ratings, as measured by independent research and quantitative analysis.
Observe.AI Named Top Provider of Agent Assistance Applications in Metrigy’s 2026 Metristar
Observe.AI earned this honor for its ability to achieve measurable results 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. This is the highest of all providers evaluated and significantly above the industry average. Additionally, the company received above-average ratings across key categories such as security, platform reliability, and analytics, demonstrating strong customer sentiment.
Observe.AI’s outstanding business success score (a whopping 111 points above average) is underpinned by top-notch performance that enables you to increase CSAT, efficiency, and revenue. “When overall and individual business success scores are combined with superior customer sentiment assessment, there is no question that Observe.AI hits the right mark for companies using agent-assisted capabilities to drive value in their CX operations,” said Beth Schultz, VP of Research and Principal Analyst at Metrigy.
Swapnil Jain, CEO of Observe.AI said: “Today’s enterprises are looking for AI solutions that move beyond experimentation and drive measurable business outcomes. Our Agent Companion agents are purpose-built to improve agent performance, improve customer experience, and unlock operational efficiencies at scale, and this recognition reflects that commitment.”
Drive measurable business results with companion agents
Observe.AI’s recognition is driven by the success of its agent CX platform, which provides real-time guidance, automates workflows, and improves agent performance throughout the customer interaction lifecycle.
Observe.AI received high customer scores for:
- Delivering market-leading improvements in CSAT, revenue, and agent efficiency
- Enable real-time guidance and compliance
- Automate post-call tasks to reduce operational overhead
- Analyze 100% of customer interactions to provide actionable insights
The company’s Companion Agents ecosystem includes:
- Knowledge agent: Present relevant information and answers instantly to help frontline teams resolve issues faster.
- Coaching agent: It provides real-time coaching and personalized feedback to help frontline teams improve performance during and after interactions.
- Overview and after-call agent: Automatically generate concise summaries of customer interactions for quick review and documentation.
Improving human performance in customer service
As agent assistance becomes the cornerstone of modern CX strategies and customer-facing AI agents automate more routine interactions, frontline teams will increasingly focus on moments that require judgment, empathy, exception handling, and complex problem solving. These interactions are high-stakes, but many frontline teams are still supported by static scripts, basic knowledge searches, or outdated tools that provide limited real-time guidance. The platform provides real-time, contextual intelligence and automates repetitive tasks, freeing up humans to focus on high-value customer interactions while improving overall business performance.
Metrigy’s 2026 Global Study is based on input from more than 1,400 CX leaders and highlights the growing importance of agent-assisted technology in driving competitive advantage and delivering measurable ROI.
About Observe.AI
Observe.AI is an AI agent platform for customer experience designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables companies to deploy specialized AI agents that autonomously perform tasks across the CX lifecycle, from handling customer conversations to supporting frontline teams and optimizing operations.
Built on a CX-native foundation, Observe.AI works with over 300 global brands in financial services, insurance, healthcare, and consumer services to improve customer satisfaction, improve productivity, and deliver consistent and 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. Metrigy provides strategic guidance to technology providers and enterprise organizations around the world through primary research and data-driven insights.
Media contact:
Observation.AI
Chrissy Calabrese
[email protected]
Source Observe.AI
