Transforming customer interactions with conversational AI

Conversational AI is revolutionizing the way businesses interact with their customers, providing personalized and efficient experiences across various channels. By leveraging advanced natural language processing and machine learning algorithms, conversational AI systems can understand and respond to customer inquiries in real-time, mimicking human-like conversations. This transformation is spearheaded by companies like Gnani.ai, which specializes in developing cutting-edge conversational AI solutions. Ganesh Gopalan, co-founder and CEO, Gnani.ai recently spoke to Dataquest to shed more light on enhancing customer interactions through conversational AI.

DQ: What impact do you foresee AI having on the future of customer service?

Ganesh Gopalan: AI will continue to significantly enhance the overall customer experience. Gnani.ai works with global customers around the world to automate routine customer interactions across various channels and enhance the performance of customer service agents with its real-time agent assist product. We at Gnani.ai believe this trend is expected to accelerate in the future, regardless of the communication channel with customers. For example, in the future, the metaverse will start playing an important role in conversing with customers and bots across text and voice channels, aided by suitable avatars, will contribute to humanizing the customer experience in the virtual world.

DQ: What role does Conversational AI play in transforming customer interactions?

Ganesh Gopalan: Conversational AI significantly enhances customer interactions with every brand. The emergence of generative AI has boosted conversational AI technology. This technology not only reduces the time required to create new bots but also enables the development of more accurate, human-like bots across various channels.

DQ: How does Gnani.ai leverage AI technology to enhance customer experiences across various industries?

Ganesh Gopalan: Gnani.ai leverages its conversational AI technology to enhance customer experiences across various industries. we collaborate with numerous large banks to automate their customer support functions. Additionally, Gnani.ai assists over 50+ lending customers, such as Buy Now Pay Later companies, NBFCs, and microfinance institutions, in automating customer conversations throughout the lending life cycle—from lead qualification to onboarding, collection, and customer engagement. Moreover, we  partnerwith automotive companies to facilitate early demand assessment and gather customer feedback through automated conversations with showroom visitors. And also automates bookings for service and support. Furthermore, in the healthcare sector, we  collaboratewith global enterprise healthcare companies to automate patient engagement processes across various channels.

DQ: How does Gnani.ai ensure the security and privacy of customer data while utilizing AI for authentication and analytics?

Ganesh Gopalan: Gnani.ai stays committed to the privacy of customer data and has certifications for ISO, SOC2, HIPAA, PCI-DSS, and more. Moreover, we do not store customer data or train AI models with customer data. Particularly in highly regulated sectors like healthcare in the US, we  offer AI models on customers' cloud platforms. Additionally, Gnani.ai provides its own voice biometrics platform to authenticate customers, particularly in voice conversations.

DQ: In what ways does Gnani.ai's deep tech approach differentiate its solutions from other AI-driven companies in the market?

Ganesh Gopalan: Gnani.ai is a leading deep tech 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, NLU, and custom-tuned generative AI models—Gnani.ai stands uniquely capable of delivering the most accurate conversational AI systems with the lowest latency possible.