Founded in 2008, NovelVox is a software solution provider for specific projects. In this exclusive interview, Amit Kumar Gandhi, Founder, NovelVox extensively talks about their solutions, the company’s eminent focus on IoT/AI/Cloud Computing industry. The gentleman also highlights the growing tech trends shaping the tech industry. A lot more interesting insights in the below-edited excerpts.
TimesTech: Please brief us about the services or solutions you provide to your customers and how do they get value out of them?
Amit: NovelVox was founded in 2008 as a software solution provider for specific projects. Shortly after, we worked towards creating NovelVox Designer Studio, which was the first Agent Desktop designer studio that helped create an Agent Desktop with a drag and drop designer in a low code model and drive business performance improvement. The idea is to achieve extraordinary results and offer unparalleled value to more customers with simple and effective solutions to contact center integration challenges. Now the agents need not work on one contact center platform, access customer details through CRM and accept requests in a different ticketing tool, they get an assimilated solution in NovelVox.
With an aim to drive customer loyalty, seamless customer service, and better ROI, we further introduced CXInfinity, an omnichannel messaging and conversational AI platform optimized for all major industries.
This complete omnichannel solution in a single workspace maximizes customer engagement. From phone and chat to email, text, and social, it allows agents to put customers’ favorite channels at their fingertips, manage all conversations, and resolve customer requests in a single window. Additionally, conversation history can be tracked in a unified workspace for personalized interaction and responding seamlessly to messages, emails, and calls.
The company has more than a decade of experience solving the most complex contact center and CX integration challenges pertaining to the industry.
TimesTech: Tell us how your company is contributing to the IoT/AI/Cloud Computing industry of the nation and how the company is benefiting the clients.
Amit: When businesses got choked with a massive influx of customer queries, AI handled the situation exceptionally well and led to more efficient, effective and strategic decision making. Our scalable AI services helped businesses handle a large number of queries flowing in and automate complex and repetitive tasks to boost productivity. A good 38% of call volume reduction was observed. NLP helps understand query intent and pitches relevant solutions, freeing agents to do more complex tasks. Deep learning helped create knowledge graphs to have more mature answers for common business queries. Now AI support is accessible across digital channels to improve CSAT.
Striving to enhance the capabilities of the technology and simultaneously assess the efficacy of businesses, we have designed agent productivity tools. They include Agent Accelerators, Smart CTI Connectors, aforementioned digital engagement platform CXInfinity, AI-powered Chatbot & voicebots and real-time reporting tools like Wallboards, agent dashboards and Reporting Plus.
TimesTech: What are the key trends driving the growth in AI and Machine Learning?
Amit: AI has proven to be a disruptive force in the age of information and digital transformation. It helps to gain better CX results in forecasting efficient sales for businesses and get an idea about the customer and regional trends, delivery capabilities, and anticipated product or service renewals. And for the long run, the companies get to improve customer loyalty, satisfaction, and retention using chatbots. This holds significance as 44 percent of consumers now prefers online chatbots to humans.
Companies are taking a truly deep look at Machine Learning and AI due to their great potential and harnessing their power to easily adapt to ever-changing market conditions. They will have a crucial role to play with regard to making the back-office operations smarter. The HR department for instance can make use of AI to craft job descriptions that are free of biased language while managing repetitive tasks. In addition to it, RPA bots can automate easy tasks such as capturing and interpreting existing applications for processing transactions, manipulating data, etc.
There is also an adequate focus on AI to create a sustainable and positive impact on citizens, overall societies as well as industries. The idea is to build a safe and inclusive digital infrastructure for the coming generations.
TimesTech: How do you see the company and the industry in the future ahead?
Amit: Undoubtedly, Artificial Intelligence, IoT and Cloud Computing are projected to have a huge impact across various industries. Technological advancements are expected with regard to integration tools. Recently we introduced ready integration with more than 75 third party business applications for Cisco Webex Contact Center including integration with Banking, Credit Unions and Healthcare core systems.
We have enabled integrations with industry’s leading 3rd party applications to unify caller’s information, while we also optimized industry solutions by introducing industry-specific templates and customizations for faster resolutions and enhanced CX. Our solutions are engineered to help businesses build automated workflows that automate tasks and empower agents. We intend to keep the momentum going in future.
TimesTech: How is Machine Learning (ML) shaping the IT and software industry today? How is it changing the role of CIOs and Leaders?
Amit:
- Massive Data Consumption from Unlimited Sources
- Rapid Analysis Prediction and Processing
- Simplifies Time-Intensive Documentation in Data Entry
- Easy Spam Detection
TimesTech: How is your software demand in the national and international market?
Amit: Instead of demand, this needs to be viewed in terms of catering to the consumers in the wake of the new normal. Today when virtual assistance or online activities have taken over physical visits to stores, what’s needed is instant real-time support remotely across all accessible channels. AI integrations in form of chatbots and voicebots are increasingly becoming popular among businesses and have made omnichannel assistance a reality for businesses in accordance with their industry standards and requirements. Our unified solutions have witnessed a massive surge in demand by significantly impacting multiple sectors by streamlining mundane and repetitive tasks, saving time and resources with best-in-class functionalities.
TimesTech: How are disruptive technologies like IoT/AI/Ml/Cloud Computing impacting today’s innovation?
Amit:
- Promising AI Applications Within The Health Sector
- Hyper-Personalization Within E-Commerce
- New AI And ML Innovations With NLG
TimesTech: Can you throw some light on your business strategy for the next year 2022?
Amit: We intend to come up with cloud-based solutions and AI-powered chatbots to enable better human-like conversations, optimize the customer experience, and drive customer loyalty with the best practices. We plan to focus on enabling customer retention with the help of conversational AI.
