Automating customer interactions at scale for various use cases across industries can be a difficult technical problem to solve. Especially, when you are building customized AI/ML-based voice-bot solutions for multiple languages, dialects, and use cases.Gnani.ai is thrilled to announce that we have consistently automated over a million customer voice call interactions every day over the last few weeks. Yes, you have read it right! One million voice calls between our conversational AI bots and customers without ‘zero’ human agents involved.

What this means?

With the resurgence of COVID across the globe in the form of a ‘second wave’, service providers are finding it furthermore difficult to manage customer service interactions across both inbound and outbound channels. Unpredictable lockdowns of various degrees, dislocation of contact center staff, and internet connectivity issues have only worsened the on-ground situation.There is a dearth of human resources in ensuring continuity and consistency in CX. In these testing times, our voice-based solutions have been helping our clientele ensure minimal interruption across multiple communication channels. Our Conversational AI-based solution assist365 is deployed across sectors like Banking, Insurance, E-Commerce, etc. for a plethora of use cases including Collections, Lead Gen/Qualification, CSAT Surveys, Inbound customer service, etc.We would like to thank our clients for trusting our solutions and helping us achieve this feat of driving 1 million voice calls each day (equivalent to 5K human agents). We are deeply humbled to help our clientele maintain CSAT and CX during these tough times.We would also like to thank our Customer Engagement and Engineering teams who have been burning the midnight oil for a top-notch delivery.

About Gnani.ai

Gnani.ai is a Conversational AI company with products and solutions for omnichannel automation and analytics.Gnani.ai empowers businesses to build customer-centric Conversational AI on multiple channels. Our proprietary Speech Recognition APIs and NLP-based solutions power customer support automation for leading companies in BFSI, E-Commerce, and other sectors.Gnani.ai is a Conversational AI leader in the Indian subcontinent. Our ASR engine has been benchmarked by a leading mobile OEM to be the most accurate across all the speech-to-text engine providers for 20+ languages globally. With partners like Nvidia, Intel, and academic partners like IISc, Gnani.ai is leading the Conversational AI revolution.

Frequently Asked Questions

How many voice interactions does Gnani.ai handle daily?

Gnani.ai processed over a million customer voice call interactions every day across several weeks, with no human agents involved. That volume is equivalent to the work of about five thousand human agents, and stands as proof of operating at scale.

What drove demand for voice automation during COVID-19?

Staffing shortages and lockdown pressure on contact centres during the second wave. With agents unable to reach offices, automated voice calling became the way to keep customer satisfaction and service continuity intact through the disruption.

Which use cases run on assist365?

Collections, lead generation and qualification, CSAT surveys and inbound customer service all run on assist365. It is the omnichannel conversational AI solution behind these volumes, built on speech recognition, natural language processing and text to speech capabilities.

Which industries were using this voice automation?

Banking, insurance and e-commerce are the sectors involved. These were the segments running high volume outbound and inbound voice campaigns for collections, lead qualification and surveys during the period when the million interactions a day figure was recorded.

What does Gnani.ai claim about its ASR accuracy?

Its speech recognition engine was benchmarked by a leading mobile equipment maker as the most accurate across more than twenty languages globally. Technology partnerships with Nvidia, Intel and IISc support the underlying speech stack behind that result.