April 15 2025 : CIOReview
CIOREVIEW >> April 15, 2025

Agentic AI is transforming how businesses engage with consumers and manage customer relationships. One company making waves in this space is Observe. AI, a leading AI-powered conversation intelligence platform provider for contact centers. The company has combined its deep understanding of complex customer interactions— backed by a specialized LLM trained on over 3 billion real-life interactions—with the latest advancements in GenAI technology to create a voice AI solution that dynamically delivers exceptional customer call experiences at scale. To understand AI’s potential and impact, let’s explore a typical interaction between an AI chatbot and a caller. A customer wants to adjust their credit card payment timing. Naturally, they need to convey a lot of context and details to get their request processes. Here, an AI agent’s ability to understand the information and deliver personalized, compliant automated support is pivotal. Customer: “I got a new job, and my pay cycle is different. I want to change my auto-payment date for my credit card.” AI: “Of course! And congratulations on the new job. When would you like to set up your auto payment date?” Customer: “My new pay date is the 15th instead of bi-weekly. So can I set it for the 16th of each month?” AI: "Absolutely! We will make that change now. To confirm, this is for your double-points gold card, with payment being made from your checking account. Correct?" Customer: “Correct. Yes, please.” AI: “Thank you! Your new payment schedule will kick in with the next billing cycle, which is next Wednesday. Is there anything else I can help you with?”   Many AI solutions today would not be able to address this type of conversation with the same degree of human- like eloquence and without human intervention. Observe. AI is taking such routine, yet complex, engagements to new heights with its VoiceAI Agents, helping contact centers automate high-volume interactions, reduce operating costs, ensure compliance, and increase revenues. “VoiceAI Agents changes the conversational AI status quo, with game-changing automated support and seamless human-AI collaboration,” says Swapnil Jain, co-founder and CEO.

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OBSERVE.AI: Redefining The Future Of Contact Centers

Automated Text Messaging Solution Of The Year 2025

Smartphones are always within reach—85 percent of adults keep one close at all times. Unlike emails that get buried in inboxes or phone calls that go unanswered, SMS (i.e. text messaging) cuts through the clutter with instant, direct communication. Text messages have a 98 percent open rate, ensuring businesses reach customers and teams in real time. Whether for event reminders, customer support, sales promotions, or employee updates, SMS delivers timely, actionable messages that get noticed and drive engagement. And yet, their potential remains largely untapped without a streamlined system that is easy to use and highly effective. Engage by Cell has harnessed the power of advanced automated text messaging by creating a cloud-based platform that transforms communication for businesses, nonprofits, government entities, and educational institutions. By reducing dependency on email, improving engagement, and driving revenue, the company has positioned itself as a leader in the SMS automation space. “Automated texting is the missing link in many business operations. We created this text messaging platform to fill that gap and help small and medium-sized organizations improve client engagement,” says David Asheim, Founder and CEO of Engage by Cell. What Makes Engage by Cell Different Many large-scale text messaging platforms operate in a one-dimensional manner, pushing out messages without fostering meaningful interactions. Engage by Cell takes a different approach by prioritizing two-way communication, automated drip campaigns, and interactive engagement strategies that significantly reduce opt-out rates. When users sign up for text messaging, they receive an automated response prompting them to specify their preferences, ensuring they receive only the most relevant content. The optional AI-assisted message creation tool also simplifies the process of crafting compelling messages. Another key strength of the platform lies in its flexibility and integration capabilities. Businesses can use Engage by Cell as a standalone solution or integrate it with their existing software infrastructure. With an open API, its platform seamlessly connects with CRM systems, email marketing tools, and in-house databases to automate text messaging. Beyond functionality, the company places a strong emphasis on compliance and security. Engage by Cell upholds rigorous privacy standards, requiring all outbound messages to include opt-out language and conducting regular audits to ensure clients adhere to legal guidelines. These policies promote ethical and legally compliant messaging practices, ensuring a positive relationship with phone carriers and in the end building trust and credibility with customers. The company’s onboarding process is another key differentiator, maintaining a human touch. Unlike many technology companies that offer minimal direct customer support, Engage by Cell prides itself on accessibility. Clients can reach support staff seven days a week via phone, text, chat, or email for hands-on guidance throughout the implementation process. Personalized training sessions and one-on-one Zoom meetings help clients understand the platform’s features, optimize their text messaging strategies, and achieve maximum results.

Medical students face the daunting challenge of navigating the evolving exam formats that demand more than just rote knowledge. These high-stakes assessments require clarity, confidence, and personalized support to succeed. Addressing these needs is PASS Program, a company founded over 25 years ago to offer board review courses for the United States Medical Licensing Examination (USMLE) and Comprehensive Osteopathic Medical Licensing Examination (COMLEX) exams. It prioritizes innovative teaching methods and cutting-edge technology to empower students in their journey to becoming medical professionals. “Our teaching focuses on building a strong foundation in the basics of medicine, which helps students recognize exam patterns and jog their memory during tests,” says Dr. Francis Ihejirika, Lead Instructor/Founder of PASS Program. The PASS Program offers comprehensive courses for Step 1 and Step 2 of the USMLE, as well as for Level 1 and Level 2 of the COMLEX exams. One of the key features of the program is its adoption of an organ system-based teaching approach, which begins with an understanding of how a normal body functions. Students are then guided to recognize how abnormalities arise, helping them build a solid foundation in medical concepts. This method has become even more crucial with recent changes to the USMLE Step 1 exam, which transitioned from a numerical score to a pass/fail system. As a result, Step 2 has gained even greater importance, adding pressure on students to perform well on this critical exam. The company also addresses these recent changes with its personalized one-on-one tutoring that emphasizes understanding over memorization. Recognizing that every student learns at their own pace, the program customizes study schedules to address individual weaknesses, which enhances student’s scores and equips them with the self-assurance to overcome challenges beyond the classroom. Its personalized approach is supported and integrates cutting-edge technology into its learning experience. Its online platform provides access to live sessions, pre-recorded content and class recordings, allowing students the flexibility to revisit and reinforce their knowledge at their own pace. The company also has an AI-powered tutor trained in program-specific materials. The tool allows students to ask detailed questions and receive instant and accurate answers, addressing gaps in their understanding during self-study. Other AI innovations that enhance convenience include a search option on the website that helps students who come there in person find housing facilities. This is done by browsing multiple sites and identifying listings based on their preferences, making the overall experience more seamless for students.

Why settle for textbooks or open material that students don’t read? Great River Learning (GRL) is leading the charge in transforming education with immersive, media-rich content that brings textbooks to life. Taking a hands-on approach, it works closely with educators at every stage—from instructional design and development to production, technology and ongoing support. Its interactive course materials captivate students while offering a smarter, more effective alternative to costly textbooks that often go unused. These solutions improve learning outcomes, generate revenue for institutions, and help manage rising costs. With nearly two decades of experience in educational innovation, GRL continues to push the boundaries of learning. It provides custom and interactive textbooks/ebooks, Couseware, a flexible open educational resources (OER) platform and a dynamic in-class tool to enhance student engagement. “A textbook isn’t successful unless students actually use it,” says Keith Kropp, assistant vice president. “We help educators create or transform existing content into engaging, interactive materials aligned with their goals.” Unlike traditional publishers, GRL collaborates closely with educators—helping them brainstorm and develop engaging content, manage production, and create a flexible schedule that fits their commitments. With all costs covered, GRL ensures affordable pricing for students while allowing educators and their departments to earn ongoing compensation. Whether built from scratch or adapted from existing material, these customized etextbooks integrate interactive, gamified, and media-rich elements, creating an engaging learning experience that supports diverse learning styles. A real-world example of GRL’s impact comes from a student with ADHD who had always struggled with dense, traditional textbooks. The customized content was clear and engaging, aligned with the student’s comprehension level, and helped the student stay focused and succeed in class. Recognizing that many institutions are turning to OER to cut costs, GRL offers Courseware, a solution designed to simplify content selection, curation and organization. Educators can efficiently curate and edit materials while using built-in analytics and reporting to track student progress and engagement. By streamlining OER adoption, it makes delivering high-quality learning experiences easier and more effective. GRL’s Classroom Engagement Tool (CET) goes beyond typical student response systems with its exclusive Participation Rubric, allowing educators to assign point values for attending class, answering polls, responding to confidence checks, asking questions, engaging in chat discussions and taking notes. Seamlessly integrating with existing LMS platforms, CET provides real-time and asynchronous analytics to track student participation, confidence, performance and retention. These functionalities ensure students stay engaged and accountable. The LMS integration extends to all GRL content, allowing students to access their learning materials just like any other textbook or course resource, making the experience smooth and easily accessible.

IN FOCUS

Transforming Connections: The Journey of Automated Text Messaging

Automated text messaging is essential in contemporary communication, allowing businesses to engage with their audiences swiftly and efficiently. It guarantees the prompt dissemination of critical updates

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Reimagining Communication with Gen AI Conversation Platforms

Integrating generative AI into conversation intelligence platforms transforms how businesses engage with customers and manage interactions. These platforms harness the power of advanced machine learning

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EDITORIAL

Transforming Education with the Power of AI

Educational institutions are embracing new tools to improve engagement, enhance outcomes and create personalized learning experiences. Emerging trends like integrating artificial intelligence, virtual and augmented reality, gamified learning experiences and datadriven tools help create personalized and more accessible education for all.

One of the most impactful advancements in the education sector today is the integration of Generative AI (Gen AI) into conversation intelligence platforms. These platforms provide real-time, personalized feedback and guidance by simulating real-life conversations with virtual tutors or teaching assistants, helping students understand complex concepts, ask questions and receive immediate responses. Gen AI enhances the learning experience by providing personalized support tailored to each student's pace and understanding, offering assistance to those who do not have access to one-on-one tutoring. It offers valuable insights into student performance, enabling teachers to identify areas where students struggle and adjust their teaching strategies accordingly.

Automated text messaging solutions are another key trend emerging in education technology, which improves communication between schools, teachers, students and parents. These systems allow educators to send instant messages to students about urgent notices, assignments, deadlines and exam schedules. They also enable schools to provide real-time updates to parents about the child's academic progress and attendance, increasing engagement and school-home connection. Timely reminders about class activities help students stay organized and on track while parents get visibility into their child's education, allowing them to offer support when needed. These systems can also be used to send words of encouragement, reminders and notifications about school closures or scheduling changes, ensuring everyone stays connected.

Higher education institutions and K-12 schools are increasingly adopting class engagement tools, including interactive platforms, gamified learning apps and digital collaboration tools to enhance the classroom experience. These tools make learning more interactive by allowing students to engage with the course content through quizzes and tests. Teachers can monitor participation and performance in real-time, tailoring lessons to students’ requirements. These applications fill the gap between remote and on-campus classrooms in online learning settings, keeping students engaged and concentrating.

In this edition, we aim to help you find the right partner for your business requirements. Let us know your thoughts!

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