Gnani.ai, a leader in deep tech voice-first generative AI, is transforming customer interactions with advanced automation and analytics. Leveraging patents in speech recognition and NLU, their scalable solutions, including Automation, Agent Assist, Omnichannel Analytics, and Voice Biometrics, enhance efficiency and customer experience across diverse industries.
Read the full interview here:
TimesTech: Could you provide a brief overview of Gnani.ai, including its unique selling points, key products, and future plans for growth and innovation?
Mr Ganesh: Gnani.ai is an industry leading deep tech voice first generative AI company and we specialize in automating customer interactions. Backed by our several patents, we are driving advancements in generative AI, natural language understanding, speech recognition, and the seamless interaction between humans and machines using advanced technology. Our suite of products includes robust automation and analytics, covering omnichannel AI automation, voice biometrics, agent assist, and omnichannel analytics.
Our product platform powers 200+ customers across diverse domains, encompassing automating multilingual conversations, speech activity detection, speech-to-text, text-to-speech, natural language understanding (NLU), and customized generative AI models. Our offerings enable businesses to elevate customer experiences, streamline expenses, and expedite growth. Our products are highly scalable and customizable, catering to the specific needs of each industry.
Gnani.ai offers a Unified Voice First generativeAI Platform with products including Automation (Automate365), Agent Assist (Assist365), Omnichannel Analytics (Aura365) and Voice Biometrics (Armour365).
We are certain that we can accelerate growth given the growing use of GenAI. We intend to focus on deeper market penetration in the United States, while at the same time staying focused on markets such as India.
TimesTech: How does Gen AI simulate human-like conversations to enhance customer experience within contact centers?
Mr Ganesh: Recently, Gnani.ai announced our generative AI SLM (small language models) for ready AI trained use cases for multiple industries in multiple languages. Gen AI enhances customer experience within contact centers by simulating human-like conversations. We leverage vast datasets to understand and respond to customer inquiries with contextually relevant and empathetic dialogue, reflecting human conversational patterns. By analyzing past interactions and learning from real-time feedback, Gen AI continually refines its responses to better meet customer needs.
TimesTech: What security measures has Gnani.ai implemented to safeguard customer data within contact centers, ensuring compliance and maintaining trust in the digital landscape?
Mr Ganesh: 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 we 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.
TimesTech: Can you share specific success stories where Gen AI has significantly improved efficiency or customer satisfaction within contact centers through its advanced technologies like NLP and DLLP?
Mr Ganesh: Gen AI has transformed contact centers through advanced technologies like NLP and DLLP, enabling more efficient and personalized interactions. With NLP, Gen AI accurately interprets customer queries for quicker issue resolution and improved satisfaction. DLLP further enhances this by understanding language nuances and facilitating natural conversations. This has led to significant efficiency improvements and increased customer satisfaction in Gen AI-powered contact centers, ultimately enhancing overall consumer experiences.
We have helped one of the top 10 banks in India collect over $1B in the last year using our generative AI based voicebots at a significantly lower cost and high conversion rates. For one of the largest banks in India, we use our generative AI voicebots to automate their customer service and save over 30% cost, while keeping conversations secure using our voice biometrics technology. We have been working with major banks and helping them streamline their customer support operations through automation. We are assisting over 100 BFSI customers, comprising banks, Buy Now Pay Later firms, NBFCs, insurance, and microfinance institutions, in automating conversations throughout their customer engagement journeys—from lead qualification to onboarding, customer support, collections, renewals, and customer engagement.
In collaboration with automotive entities, we facilitate early demand evaluation and gather customer feedback via automated interactions with showroom visitors. We also help automate service and support bookings. For one of the top automative OEMs, we recently helped drive revenue of over $20M during their initial product launch.
We also help customers such as the leading telecom and patient engagement customers in India and across the world automate and assist customer service agents across various processes.
TimesTech: As a leader in voice-driven Gen AI automation, what are your predictions for the future of contact center automation, especially in adapting to changing customer preferences and emerging technologies?
Mr Ganesh: We anticipate a shift towards even greater personalization and efficiency in customer interactions, driven by generative AI technologies. Contact centers will increasingly leverage Gen AI to anticipate and meet customer needs in real-time, while also integrating emerging technologies such as sentiment analysis to enhance the customer experience.
We are seeing increased demand for both our voice automation (Automate365) and voice based agent assist (Assist365) products. While Automate365 automates voice based conversations through voicebots, Assist365 helps customer service agents in real time improve the quality of their customer service.
