Mumbai: In today's digital world, contact centers face challenges from rapid technology evolution and changing customer preferences. High call volumes, driven by digital channels, lead to long wait times and lower satisfaction. Managing inquiries across diverse channels adds complexity, risking inconsistencies. Meeting customer expectations for personalized, timely responses while maintaining efficiency is a hurdle. Furthermore, ensuring data security and compliance amid sensitive information collection remains crucial.

Gen AI aims to provide valuable solutions to the challenges faced by contact centers in today's digital landscape. They excel in contact centers by leveraging advanced technologies like NLP and DLLP to automate tasks, deliver personalized interactions, streamline operations, and enhance data security, ensuring contact centers thrive in the digital age.

The company also covers a complete automation and analytics experience encompassing omnichannel AI automation, voice biometrics, agent assist, and omnichannel analytics.

Indiantelevision.com caught up with Gnani.ai co-founder & CEO Ganesh Gopalan where he delved more into how Gen AI is tackling the challenges faced by contact centers and driving advancements in customer care automation in today's digital era, ultimately aiming to enhance customer satisfaction.

Edited excerpts

How do you leverage generative AI to address the challenges faced by modern contact centres?

Generative AI can significantly address the challenges faced by modern contact centers. Gnani.ai’s product, Automate365   is a voice-first omnichannel automation platform that automates tasks like responding to common customer queries, generating personalized responses, and providing real-time assistance to agents during calls.  Our product, Assist365 is a real-time agent assist tool that acts like a co-pilot and empowers customer service representatives with real-time insights and suggested responses based on contextual information and historical data, enabling more personalized and effective service delivery. Gen AI helps reduce operational costs, enhance customer experience, and improve agent productivity by offering instant solutions and suggestions based on historical data and context. It also enables predictive insights, helping contact centers anticipate customer needs, improve resolution times, and streamline workflow management, all while maintaining consistency across communication channels.

What specific advanced technologies do you use to ensure personalised customer interactions and improve efficiency?

At Gnani.ai, we use our proprietary small language Gen AI models that are tuned to specific domains. In addition, we have multiple patents in speech recognition, voice biometrics, handling multi-lingual conversations, speech activity detection and more. These innovations have significantly boosted efficiency and customer satisfaction in Gen AI-powered contact centers, improving overall consumer experiences. Notably, we helped one of India’s top 10 banks collect over $1B last year using our generative AI voicebots, achieving high conversion rates at reduced costs. Additionally, for one of the largest banks in India, our generative AI voicebots automate customer service, cutting costs by over 30 per cent while ensuring secure conversations through voice biometrics technology.

How does Gnani.ai differentiate itself from other players in the market?

Gnani.ai is a leading deep tech voice-first generative AI company with multiple patents that set it apart from competitors. We have patented unique technology solutions for handling multi-lingual conversations and speech activity detection for streaming speech recognition. Owning the entire conversational AI pipeline—from streaming audio to proprietary speech-to-text AI models, text-to-speech systems, small language generative AI models tuned for specific domains, —Gnani.ai stands uniquely capable of delivering the most accurate conversational AI systems with the lowest latency possible.  Gnani.ai also uniquely offers multiple deployment options on public, private and hybrid cloud engagements. Our deployments are cloud-agnostic and can reside in any cloud platform in addition to on-prem deployments.

How does Gnani.ai's omnichannel approach integrate with existing contact centre systems to streamline operations?

Gnani.ai’s omnichannel approach integrates seamlessly with existing contact center systems to enhance operational efficiency by unifying customer interactions across channels—voice, chat, email, and social media—into a single platform. Our Aura365, an advanced omnichannel analytics tool, provides detailed insights from these interactions, tracking key metrics, identifying trends, and enabling businesses to refine their strategies, personalize customer experiences, and drive growth. This comprehensive integration streamlines workflow, optimizes agent performance, and reduces operational costs, ultimately delivering a more efficient and satisfying customer service experience.

Data security and compliance are crucial for contact centres. How do you address these concerns while handling sensitive information?

We prioritize customer data privacy and hold certifications like ISO, SOC2, HIPAA, PCI-DSS, and more. We don't store or use customer data on our cloud for AI model training. We are cloud agnostic and offer multiple deployment options for our end customers. Our voice biometrics platform enhances security for customer authentication during voice interactions.

We also offer multiple deployment models including private cloud options for our enterprise customers. With transparent data policies, we foster trust and confidence in our services.

We offer a bundle of voice biometrics along with our voice bots to add an additional layer of security for automated voice conversations and prevent voice phishing and other attacks.

With the contact centre software market expected to grow significantly, where do you see the biggest opportunities for innovation and growth in the coming years?

There are huge opportunities to redefine the customer experience space, both within and beyond contact centers. Traditional contact centers, as we know them, will evolve into something entirely new. Anonymous chatbots will soon be replaced by video avatars and contact centers will automate key tasks while using agent assist to address current challenges like training and hiring. Multi-channel engagement with customers will soon be common For instance, instead of just calling support for a laptop issue, you'll soon be able to send a video of the damage and receive an automated solution. In short, customer experience will become more automated, personalised and multi modal.