Swapnil Jain

CEO/Founder @ObserveAI (YC W18) | Ex @TwitterEng | IIT Delhi

[Swapnil Jain @swapnil]

I am very excited to share that https://t.co/ZCQtYGZVYP has raised $125M Series C funding led by SoftBank Vision fund 2 with participation from Zoom and our existing investors!
https://t.co/YOc25WxykI

[Swapnil Jain @swapnil]

@ankurd @fifteenth_tax 🚀

[Swapnil Jain @swapnil]

@ericmigi @Pebble Eric, congrats on the launch! Excited to see you in the back game!

[nasscom deeptech @nasscomdeeptech]

The Nasscom #Emerge50 Awards spotlight #DeepTech startups, offering winners unmatched visibility and connections to investors, industry leaders, and partners.​

For @observeAI , winning as a League of 10 in 2024 was a defining moment. CEO @swapnil and CTO Jithendra Vepa share how it validated years of building Deep Tech in India and brought inbound interest right when their voice #AI platform was scaling globally. This recognition helped them sharpen their narrative and connect with an ecosystem that believes in India-first innovation.​

Applications for this year’s Emerge 50 Awards are now open!​ Scale your Deep Tech vision with Nasscom Emerge 50.
Apply now: https://t.co/iB0Wilz5j3 ​
To know more: https://t.co/6e0g6VdNr7

​@nasscom @nasscomai @DSCI_Connect @PwC_IN
@MKritika_ @ShaliniDewan @iamsharmashreya
@nhl_pandya @mayankkumar_17 @shivamsareen91

[SuperAI @superai_conf]

What if every customer conversation was a source of insight and impact?

Co-Founder and CEO @swapnil shares how @observeAI is transforming customer service via agents that deliver real-time support and surface insights from every interaction. Learn more at #SuperAI on 18-19 June.

[Observe.AI @observeAI]

VoiceAI is making waves.

WebProNews covers how here at https://t.co/24dbzpEPTl we are transforming call centers with smarter, real-time customer service solutions—driving speed, accuracy, and better outcomes at scale.

Check out the full article below 👇
https://t.co/7uVDrOu0lT

[NYSE 🏛 @NYSE]

Swapnil Jain, CEO + Co-Founder of @observeAI tells us how VoiceAI is redefining the call center experience—helping businesses boost agent performance and deliver better customer outcomes on #NYSEFloorTalk with @JudyKShaw | @swapnil

[Observe.AI @observeAI]

Observe․AI is on the radar! 👀

We’re thrilled to be featured in Startup Savant’s “AI Startups to Watch” list!

Check out the full list here: https://t.co/ndg5QqSBrS

[VentureBeat @VentureBeat]

Observe launches VoiceAI agents to automate customer call centers with realistic, humanlike voices that don't interrupt https://t.co/lMOXPzVCqn

[Swapnil Jain @swapnil]

"Look, Ma! We made it to the big leagues! 🚀"

From an idea on a whiteboard ➡️ to a team of 350 amazing Observians ➡️ to support 350+ large Enterprises ➡️ to raising $213M ➡️ and now… a BILLBOARD!

Building https://t.co/VKUGa1Txjp over the last 7 years has been a wild ride. But seeing our name up there, larger than life, is more than just a milestone—it’s a testament to the game-changing impact we’re delivering to some of the biggest brands in the world.

To our customers, partners, investors, and most importantly, our team—you made this happen.

To my mom: Yes, this is almost as cool as becoming a doctor. Almost. 😆

If you're driving by Highway I-10 in Phoenix, give it a honk!

[Fifteenth @fifteenth_tax]

🚨 Free Coffee Alert! 🚨

Swing by our coffee truck at Grant & O’Farrell for a fresh brew—on us! ☕️ And who knows? You might just walk away with a sweet tax-saving tip too. 😉

[Swapnil Jain @swapnil]

Salesforce is the new IBM. Their Agentforce ads remind me of IBM Chef Watson ads https://t.co/I1qtzgqHSe

[Justine Moore @venturetwins]

I love how you can watch every Salesforce ad and still have no idea what the company does

[Swapnil Jain @swapnil]

@tejeshwi_sharma Feel free to introduce you top companies to @observeAI. We are happy to deploy our Voice and Chat AI agents to reduce their support spend.

[Swapnil Jain @swapnil]

"Magical" - This is how our customers felt after seeing the power of https://t.co/ZCQtYGZVYP Voice AI agents. This is from my SE leader when I asked him how the demo went with a new prospect :)

Signup for early access at https://t.co/fTKyNLa1ME

[Grace Gong @gracegongGG]

Observe AI: Agent-Centric Call Center Revolution ft. @MenloVentures Partner @Bad2theSloane

#CallCenterTechnology #AgentCentric #ObserveAI

[Swapnil Jain @swapnil]

"Service as a Software" in the Customer Service Industry? Not really.

There’s been a lot of buzz in the VC ecosystem around the new "Service as a Software" paradigm powered by AI agents. Many have asked me: Why not bring this to Contact Centers? Why not build an AI-powered BPO?

Here’s why: the assumption of an "AI BPO" fundamentally misunderstands how the outsourced customer service (BPO) industry operates.

Let me explain.

In outsourcing functions like Legal and Accounting, customers only care about results—the what, not the how. They don’t concern themselves with the internal workings of the service provider: who they hire, what tools they use, or when they work. These are what I call fully outsourced functions.

But customer service and Contact Centers are a whole different ball game. BPOs in this space act as extensions of the customer’s team, not a separate black box. Clients care deeply about the how—where agents are hired, the software stack, training, policies, and more. These are what I call "extended team" functions.

Here’s the kicker:

For fully outsourced functions, introducing AI to improve efficiency is straightforward because the service provider owns the delivery model. Take Harvey, Haven - your modern tax advisor as an example—they can seamlessly increase their use of AI without consulting clients, as long as outcomes remain strong. Customers only care about results. So we will see a lot of new age Law Firms, Accounting firms, etc.

In contrast, for extended team functions, the decision to use AI rests with the customer, not the outsourcer. Clients dictate the blend of AI and human agents in their customer service operations—not the BPO.

So, can AI BPOs truly take off? Not until we fundamentally shift the way customers view their relationships with BPOs—and that’s a far taller order than most realize.

[Swapnil Jain @swapnil]

Breaking News: Apple’s AI struggle with fake headlines is a strong validation of a critical fact—making AI work in production is not easy.

While LLMs are excellent for POCs and pilots, scaling them for enterprise-grade production requires what I like to call the "dirty work."

Take contact centers, for example: Automating call summaries to reduce agents' after-call time was considered one of the easiest use cases for LLMs.

As a result, every CCAAS and Telephony vendor jumped on this bandwagon. But over the past 12 months, we’ve seen just how much effort it takes to make those summaries truly effective:

- Fine-tuning models for accuracy
- Resolving transcription errors
- Enforcing length constraints
- Achieving high-accuracy entity extraction
- Managing latency requirements
- Maintaining voice consistency (first-person vs. third-person)
- Handling complex scenarios like call transfers seamlessly

These aren’t minor details—they’re essential for building true enterprise-grade AI solutions.

At https://t.co/VKUGa1Txjp, this is where we excel. We embrace the “dirty work” needed to make AI work in production and deliver real results for enterprises.

https://t.co/yc4AEyANDR

[AIM @Analyticsindiam]

Celebrating National Startup Day with India’s AI Pioneers!

Presenting the Top 20 Indian AI Startups to Watch in 2025—trailblazers transforming industries with cutting-edge AI solutions.

#NationalStartupDay #AIStartupsIndia
@qure_ai @pwarier @uniphore @Umesh_Sachdev @saraogiravi @yellowdotai @xhckr @RaghuRavinutala @SarvamAI @vivek_raghavan @pratykumar @locus_sh @nishith_rastogi @geetgarg_ @two_platforms @pranavmistry @Kombaico @Dipanjan_Dey @bholebababa @haptik @aakrit @SRajdev @LogiNext @dhruvilsanghvi @entropik_io @rkambastha @_bharatss @BrainSightAI @lainaemmanuel @saarthi_ai @GnaniAi @ganeshgo @Ananth_Nagaraj @FLD_AI @CoRover_App @SabharwalAnkush @observeAI @swapnil @nanonets @sarthak_jain @Skit_ai @sourabhsg @arya_ai1 @SVinayKumar12 @Quantiphi @asif__hasan

[Swapnil Jain @swapnil]

As we wrap up 2024, I’ve been reflecting on the incredible achievements this year. It’s been a pivotal year for the Contact Center industry, AI, and for https://t.co/VKUGa1Txjp

New Product Launch – VoiceAI Agents
We launched VoiceAI Agents powered by our Conversation Intelligence platform and were overwhelmed by demand from both new and existing customers. Traditional Conversational AI companies have struggled with long implementation times, high costs, and poor CSAT. That changes in 2025 with https://t.co/VKUGa1Txjp VoiceAI Agents.

Biggest AI Deployments in History
This year, we onboarded multiple million-dollar enterprise customers, including some of the largest contact centers in the world with tens of thousands of agents. These large, complex businesses partner with https://t.co/VKUGa1Txjp for the scalability, security and depth of capabilities in Conversation Intelligence needed to transform CX at scale.

Advancing AI Leadership and Innovation
Our AI leadership is recognised by every major analyst firm worldwide (Forrester, CMP, IDC, OPUS) for all our products—Auto QA, Insights, and Real-Time Agent Assist. We also published 10+ papers in conferences like Interspeech and NAACL.

Hard ROI and Customer Value
We’re proud of the concrete business value we delivered to customers in the midst of all the AI noise. From saving a healthcare company $6M by automating ACW for agents to helping a food delivery company improve CSAT driving millions in LTV, the results speak for themselves.

Built a World-Class Team
We hired 100+ people across functions and geographies to fuel our growth. We acquired https://t.co/MoEg92D4X8 to expand our Speech AI team and built world class ASR and TTS technologies. And we're still hiring across many roles. If you are passionate about CX AI, we’d love to hear from you!

To our customers, partners, and team: thank you for making 2024 a huge success. We took massive strides towards our shared vision of making every customer conversation count, across healthcare, finserv, insurance and consumer services.

We’re in the midst of the biggest technological shift of our generation, and Contact Centers and Customer Service are the perfect AI use cases.

Here’s to an even more exciting 2025!

[Accolade @Accolade]

We’re thrilled that @swapnil, Founder and CEO at @observeAI, joined Accolade CEO @rajeev_singh to discuss how Accolade is harnessing the power of #AI to reimagine the healthcare experience for your employees. Learn more about our partnership: https://t.co/zog5UeKa91.

[Nexus Venture Partners @NexusVP]

➡️ Leveraging AI

Hear @swapnil, CEO and Co-Founder, @observeAI, a Nexus portfolio company, share how Observe’s AI copilots and autonomous AI agents powered by generative AI are transforming customer service industry globally.

@b_jishnu

#AI #GenAI #CustomerService #ContactCenters #ObserveAI #NexusCommunity #FutureOfWork