AmplifAI, founded by Sean Minter, has raised $33.7 million in a Series B funding and credit facility. Led by CVS Health Ventures, the round saw participation from previous investors LiveOak Ventures and Dallas Venture Partners. This investment will help AmplifAI’s mission of improving customer experience by unifying human agents and AI-powered virtual agents on a single platform that transforms contact center operations.
Contact centers today are under immense pressure to cut costs while still keeping customers happy and loyal. AmplifAI tackles this challenge by putting AI at the centre, creating a seamless partnership between human agents and AI virtual assistants.
With AmplifAI, human agents can fully focus on the complex, high-value interactions that require empathy and critical thinking, while AI handles the routine queries in the background. This approach will make contact centres more efficient and customer-centric.
“AmplifAI’s capabilities are bringing greater consistency and effectiveness to call center operations by giving leaders clear insight into behaviors and practices that drive success,” said Vijay Patel, managing partner at CVS Health Ventures. “These insights enable organizations to identify skill gaps, tailor coaching to individual agents, and scale best practices across teams, meaningfully elevating the customer experience.”
Unifying Data with Gen AI
AmplifAI’s platform brings together diverse data streams, including customer surveys, voice recordings, chat logs, and AI chatbot interactions, integrating them with operational metrics, behavioral analytics, and issue tracking. By blending all this information, AmplifAI can spot hidden challenges that might otherwise go unnoticed and offer real-time coaching tips, streamline workflows, and trigger automated actions.
This will result in smoother operations that reduce customer frustration, build stronger loyalty, and boost overall efficiency in the contact center.
Founded in 2018, AmplifAI has partnered with big clients across retail, healthcare, financial services, and technology. The platform has demonstrated a tangible business impact, including a sales conversion increase of more than 100%, nearly 10% reduction in cost per contact, and a 20%+ improvement in resolution rates.
AmplifAI’s innovative technologies have earned recognition as a Gartner Cool Vendor in 2024 and designation as a Leading Pioneer in Automated Quality Assurance and Quality Management by CMP Research.
AmplifAI’s AI-driven insights and recommendations empower every role in the contact center ecosystem, from frontline agents to supervisors and executive leaders. It turns leadership goals into easy-to-understand scorecards, helping managers give personalized coaching, ensure consistent quality, and speed up overall team improvement. AmplifAI is built to be user-friendly for all teams, including those who aren’t familiar with AI yet. It helps organizations create a clear structure around key performance goals and naturally scale best practices as they grow.
Tackling Customer Complexity
Contact centers are some of the most complex customer-facing operations, juggling diverse channels and varied customer intents. AmplifAI’s ability to unify disparate data and provide both proactive AI-driven guidance and human-centric coaching addresses the toughest performance challenges.
This complexity is highlighted by key industry statistics. All centers globally face an increasing volume of contacts, with 61% of businesses reporting growth in call demand even post-pandemic. Despite widespread adoption of AI tools like chatbots and self-service, many interactions remain human-centric due to their complexity and emotional nature. Meanwhile, the sector struggles with high employee turnover rates ranging from 30% to 45% annually, largely driven by stress, burnout, and performance pressures.
AmplifAI’s platform provides a crucial layer of support, offering real-time coaching to agents and helping reduce burnout. By improving agent effectiveness and automating simpler interactions, it addresses operational challenges tied to turnover and customer frustration.
The platform’s ability to unify communication channels and operational data ensures leaders gain actionable insights to optimize workforce deployment, reduce average handling times, and boost first call resolution rates. All vital KPIs in the contact center landscape.
Additionally, the use of sentiment analysis and behavioral data by AmplifAI aligns with forecasts showing that by 2025, nearly 95% of customer interactions will be enhanced with tools that gauge customer emotions and tailor responses accordingly.
