# How Alcon uses Observe.AI

**approximately 200**: “converted approximately 200 net-new first-time buyers”

As published on [observe.ai](https://www.observe.ai/customers/alcon). Captured by usedby on 2026-10-27.

- Company: [Alcon](https://www.usedby.ai/companies/alcon.md)
- Tool: [Observe.AI](https://www.usedby.ai/tools/observe-ai.md)
- Industry: [Medical Devices](https://www.usedby.ai/companies/industry/medical-devices.md)
- Teams: Customer Operations, Customer Service and Support, Surgical, Vision Care

## 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.

Summary written by usedby from the source page, in English. The figures are those of Observe.AI and Alcon, not ours.

> 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.

- **100%**: “Alcon achieved 100% automated QA coverage”
- **120**: “The rollout to 120 agents was equally deliberate.”

> 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.
>
> Pat Brenner, Head of AI, Automation & Innovation, Global Customer Operations, Alcon

Source: [observe.ai](https://www.observe.ai/customers/alcon), captured 2026-10-27.

## Other AI tools used by Alcon

- [Prezent](https://www.usedby.ai/tools/prezent.md) — Observed

## Other companies using Observe.AI

- [3CLogic](https://www.usedby.ai/companies/3clogic.md) — Confirmed
- [Accolade](https://www.usedby.ai/companies/accolade.md) — Confirmed
- [Affordable Care](https://www.usedby.ai/companies/affordable-care.md) — Confirmed
- [American National Insurance](https://www.usedby.ai/companies/american-national-insurance.md) — Confirmed
- [Boundless Learning](https://www.usedby.ai/companies/boundless-learning.md) — Confirmed
- [Central Bank](https://www.usedby.ai/companies/central-bank.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-27.

- Checked: the figure approximately 200 is printed word for word on the page, near the name of Alcon.
- Checked: the passage quoted above is copied word for word from the page, near the name of Alcon.
- Checked: Alcon uses Observe.AI. Confirmed line. Latest check across sources: 2026-10-27.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/alcon-observe-ai · How we check: https://www.usedby.ai/methodology