The use case: how Alcon deploys Observe.AI
Alcon uses Observe.AI Auto QA to automatically evaluate all of its voice interactions, and the Companion Agent for real-time guidance that prompts customer service agents about active outreach campaigns during calls. Auto Summary also handles post-call summaries, wrap codes and CRM dispositions.
More reported results
Figures published in Observe.AI’s case study. They are not independently measured by usedby.
Alcon achieved 100% automated QA coverage
The rollout to 120 agents was equally deliberate.
In the customer’s words
The message we put in front of them is simple. It’s meant to be guidance, not context, to tell them exactly what they need to do, not give them a bunch of graphs to decipher.Other AI tools used by Alcon
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Explore Alcon’s AI stack
Other companies using Observe.AI
Customers across industries, with public evidence.
3CLogicConfirmedAccoladeConfirmed
Affordable CareConfirmedAmerican National InsuranceConfirmed
Boundless LearningConfirmed
Central BankConfirmedGo straight to the source
Based on Observe.AI’s published case study. We check the public evidence; the results are reported by the vendor.
observe.ai- Last checked
- Oct 27, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: approximately 200Checked
Printed word for word on the page, near the name of Alcon.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Alcon.
- Alcon uses Observe.AIChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Alcon achieved 100% automated QA coverage, converted approximately 200 net-new first-time buyers, and generated incremental revenue through targeted customer engagement, establishing a repeatable model for growth.