GridWorks Leverages Voice Insights To Transform Customer Service In Medical Transportation With Observe.AI Voice Intelligence Platform

Thursday, October 3, 2019 General News
Email Print This Page Comment bookmark
Font : A-A+

Observe.AI helps GridWorks get unparalleled insights into voice sentiment that will help them transform customer service by more accurately supporting client needs in emergency services transportation

SAN FRANCISCO, Oct. 3, 2019 /PRNewswire/ -- GridWorks' mission is to make medical transportation safer and more reliable

by using the latest technologies. With Observe.AI, GridWorks will leverage voice insights to deliver a better experience to its customers.

GridWorks will use Observe.AI to:

  • Identify negative sentiment, as well as narrow down on topics and themes that are inspiring poor customer experiences. Arm agents with new best practices that will improve customer satisfaction.
  • Surface areas of dead air on calls where the customer or agent did not speak for more than twenty seconds. Dead air generally indicates that an agent was not prepared to address the situation. For the first time, GridWorks will be able to uncover cause drivers of dead air and identify which agents struggle most with this metric. They'll then re-train agents via a personalized approach to coaching.
  • Get rich insights from 100% of calls to make data-backed decisions (up from just 1-2% of calls that were manually monitored prior to using Observe.AI).
  • Receive automated alerted on compliance gaps to prevent potential breaches and fines proactively

GridWorks integrates Observe.AI with its contact center solution, Talkdesk Enterprise Cloud Contact Center, via Talkdesk AppConnect. As the world's first enterprise app store, Talkdesk AppConnect unites best-in-breed software to redefine the way businesses integrate their call center platform, facilitating every step of the process, from discovery to purchase.

"Observe.AI helps us unlock unprecedented insights and offer better coaching to our agents to improve the customer experience. In our industry (medical transportation) deeply understanding customer sentiment to triage and prepare staff for potentially critical situations could not be more of a priority. I am thrilled to see how the future of voice intelligence can help us get more customers to appointments safely." - Gaven Singh, Head of Technology at GridWorks

"At Observe.AI, we know that healthcare is quickly becoming one of the most customer-centric industries. We are excited to partner with GridWorks as they use Voice Intelligence to optimize the experience and cost of the emergency transport process." - Pete Lee, Global Head of Strategic Alliances at Observe.AI

About TalkdeskTalkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,800 innovative enterprises around the world including 2U, Canon, IBM, Peloton and Trivago, rely on Talkdesk to power their customer interactions. Learn more and request a demo at

ABOUT OBSERVE.AIObserve.AI is a Voice Intelligence Platform built to automate Quality Assurance and enable agents through the latest Voice AI. Observe.AI analyzes both speech & text with its proprietary SpeechNLP technology to improve coaching and drive 6X more QA efficiency. Observe.AI is trusted by more than 80 global customers and partners, including Concentrix, Talkdesk, Mitel, Microsoft, Sysco, Employee Bridge, John Paul, GroupOne Auto, and more. Backed by Nexus Venture Partners, Y Combinator and Emergent Ventures, Observe.AI's headquarters is located in San Francisco with an office in Bangalore. For more information, visit

Press contacts

Observe.AIPete Lee,

Cision View original content:


Post your Comments

Comments should be on the topic and should not be abusive. The editorial team reserves the right to review and moderate the comments posted on the site.
* Your comment can be maximum of 2500 characters
I agree to the terms and conditions

News A - Z



Medindia Newsletters

Subscribe to our Free Newsletters!

Terms & Conditions and Privacy Policy.

Press Release Category

Press Release Archive

Stay Connected

  • Available on the Android Market
  • Available on the App Store