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Observe

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Enhances contact centers with AI-powered call monitoring, real-time agent assistance, and automated quality assurance.

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Overview

Dreadnode is an offensive security platform designed to scale offensive operations and evaluate AI deployments. It provides a comprehensive ecosystem including security researchers, tools for building and running offensive agents, and research-driven methodologies.

Key Features:

  • Deploy and run pre-built or custom offensive agents at scale using Strikes and the agent library.
  • Evaluate agent architectures and measure performance with built-in tooling and metrics.
  • Perform AI red teaming and adversarial research against various targets and modalities, supported by an SDK.
  • Manage operations with multi-user support, centralized storage, scoped reporting, and custom model hosting in Crucible.

Use Cases:

  • Augmenting offensive capacity for security teams and red teams, converting proofs-of-concept into production agents.
  • Conducting adversarial testing and risk assessments on deployed AI systems and non-LLM modalities.
  • Providing hands-on training and skill development in AI red teaming through practice challenges and hosted evaluation environments.

Benefits:

  • Enhanced offensive security capabilities through scalable AI tools.
  • Streamlined deployment and evaluation of offensive agents.
  • Robust adversarial testing for diverse AI models, including non-LLMs.
  • Centralized platform for collaborative security operations and reporting.
  • Opportunities for hands-on skill development in AI red teaming.

Capabilities

  • Automates customer calls using VoiceAI agents
  • Augments agents with real-time assistance
  • Automates QA for 100% of interactions
  • Analyzes customer interactions to transform data into actionable insights
  • Delivers consistent customer experience with real-time agent assist
  • Drives operational efficiency with QA and coaching optimization
  • Integrates with various business systems including CRM, CCaaS, Communication, Project Management, Ticketing, BI, Knowledge Base, and HRIS platforms
  • Leverages automatic speech recognition (ASR) and large language models (LLM) to analyze customer conversations across every channel
  • Provides real-time agent assistance, contextual guidance, and after-call summaries
  • Automates quality assurance and provides personalized agent coaching
  • Connects all data, including GenAI-powered data, across business systems
  • Detects and masks Personally Identifiable Information (PII) to prioritize data privacy
  • Provides business insights and reporting
  • Offers a contact center LLM
  • Provides knowledge AI
  • Offers summarization AI
  • Facilitates manual QA
  • Manages agent performance and coaching
  • Offers screen recording
  • Provides pre-built connectors and APIs to integrate the platform securely into tech stacks
  • Delivers effortless, natural conversations that adapt to customers' needs 24/7 using voice AI
  • Builds AI agents and seamlessly integrates them into business workflows
  • Drives sales conversions with next best action (NBA) and contextual alerts based on customer sentiment
  • Resolves customer queries faster with immediate and accurate GenAI answers
  • Eliminates after-call work (ACW) instantly with comprehensive GenAI summaries
  • Improves frontline performance and contact center efficiency while mitigating risk across the entire business with auto QA and personalized agent coaching
  • Assesses 100% of all interactions to drive strategic, data-based decisions
  • Empowers the entire enterprise with access to customer conversation trends and actionable insights to drive continuous improvement and customer initiatives
  • Encourages cross-functional alignment with KPI-focused reports
  • Automatically triggers workflows with CRM, ticketing, HRIS, and other systems
  • Operates with the required speed, scalability, and latency to support billions of daily contact center transactions
  • Easily integrates with existing contact center tech stackscloud or on-prem
  • Minimizes hallucinations using industry-leading LLM models fine-tuned with contact center data, human preferences, and customer-specific instruction
  • Fetches Moments, Transcripts, and Interactions (Voice calls, Webchat, Email) metadata using Interactions API
  • Fetches Evaluation forms and submitted Evaluations along with question-wise scores and aggregate scores using Evaluations API
  • Fetches Coaching sessions with mapped Evaluations and related Notes using Coachings API
  • Fetches Ack/Dispute state changes for Evaluations using Ack Dispute API
  • Fetches GenAI-based Summaries along with Moments, Transcripts and metadata for all Interactions(Voice calls, Webchat) using Summarization AI API

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