# How Verida uses Observe Ai

As published on [observe.ai](https://www.observe.ai/customers/verida). Captured by usedby on 2026-10-05.

- Company: [Verida](https://www.usedby.ai/companies/verida.md)
- Tool: [Observe Ai](https://www.usedby.ai/tools/observe-ai.md)
- Teams: Contact center

## What the story says

Verida, which coordinates non-emergency medical transportation for Medicaid and Medicare recipients, uses Observe.AI Real-Time Agent Assist and Post-Interaction AI (including Auto QA) in its call centers. These tools guide agents during calls, monitor quality, surface coaching opportunities and support HIPAA compliance. It also plans to add VoiceAI agents to automate routine calls.

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

> Training new agents has also become more efficient. With real-time tools supporting them from day one, Verida has shortened onboarding time and helped agents handle calls more consistently.

> It's important to have a partner who understands the importance of compliance — ensuring that all of the business associate agreements, the HIPAA compliance, the SOC 2 audits, all of the documentation that's needed — they understand the importance of that.
>
> Jim Degliumberto, Chief Operating Officer

> We’ve seen some financial impact, especially around onboarding and training. The Real-Time Agent Assist product has allowed us to ramp our agents up quicker, reducing training time.
>
> Jim Degliumberto, Chief Operating Officer

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the passage quoted above is copied word for word from the page, near the name of Verida.
- Checked: Verida uses Observe Ai. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

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