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Nexus leads $8m Series A for India-US BPO platform

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Nexus Venture Partners has led an $8 million Series A funding round for Observe.AI, a business process outsourcing (BPO) services provider based in the US and India.

Other participants included MGV Ventures, Liquid 2Ventures, Hack VC, Emergent Ventures, and Y Combinator. It coincides with the company's global rollout of an artificial intelligence (AI) platform with voice interface.

Founded in 2017, Observe offers technology to call center operators aimed at improving customer sentiment through real-time feedback. The company's platform uses deep learning and natural language processing (NLP) methods to understand the context of caller conversations and generate suggestions and guidance for BPO agents. It recently partnered with US-based enterprise cloud contact center platform operator Talkdesk.

"Companies have been actively discouraging their customers to call their agents for the last two decades because of increasing costs, even though it is a natural way for humans to get help," Ram Gupta, a managing director at Nexus, said in a statement. "With the recent advances in deep learning and NLP, which will dramatically increase the productivity of agents, call centers are ready to become the first port of contact again for customer service."

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