Obsera offers an omnichannel AI hub that consolidates customer conversations from platforms like Instagram, Facebook, WhatsApp, and email into a single inbox. Its AI assistant suggests replies, summarizes threads, detects intent, and can automatically answer common questions while allowing teams to maintain control over escalations and routing. The platform also provides automation tools such as auto‑tagging, priority rules, and workload balancing to streamline support workflows.
Funding
Funding not disclosed
Founders
Product
Problem
Customer support, sales, and service teams often juggle multiple communication channels—WhatsApp, Instagram, email, web chat, and more—requiring separate tools, fragmented histories, and manual routing. This fragmentation leads to slower response times, inconsistent messaging, and difficulty tracking workload and performance across channels.
Solution
Obsera offers an omnichannel intelligence platform that aggregates all customer conversations into a single AI‑enhanced inbox. The system provides AI‑generated reply suggestions, conversation summaries, intent and sentiment detection, and knowledge‑base answers while keeping humans in control of approvals, assignments, and escalations. Auto‑tagging and priority‑based routing ensure each message reaches the appropriate teammate, and workload balancing distributes volume evenly. Integrated reporting gives real‑time metrics on response times, resolution rates, and team capacity. The platform supports unlimited channels and scales with team size through tiered subscription plans.
Target Audience
Primary customers are customer support, sales, and service teams in mid‑size to large organizations that need to manage high‑volume, multi‑channel conversations efficiently.
Features
- Unified inbox that consolidates messages from WhatsApp, Instagram, Facebook, TikTok, Telegram, email, web chat, YouTube, X and other sources
- AI assistance that drafts replies in the team’s tone, generates one‑line summaries of long threads, and detects intent, sentiment and high‑intent leads
- Knowledge‑base integration that pulls answers from internal docs and FAQs for instant automated replies
- Auto‑tagging, priority rules, and channel‑based routing with workload balancing to route messages to the right owner
- Assignment, internal notes, status tracking, and escalation workflows for clear ownership and collaboration
- Real‑time reporting dashboard showing first‑response time, resolution rate, open volume, SLA breaches and team workload
- Role‑based permissions, SLA tracking and advanced analytics for enterprise‑level governance
- Seamless integration with existing tools via API and standard connectors