Airtel Teams Up With NVIDIA To Build AI-based Solution

Airtel on Thursday announced it has built an AI-based solution, in collaboration with NVIDIA to improve the overall customer experience for all in-bound calls to its contact center. 

In order to develop the specialised speech application, Airtel leveraged the NVIDIANeMo conversational AI toolkit and NVIDIA Triton Inference Server, a multi-framework inference serving software, supported in the NVIDIA AI Enterprise software suite. 

NVIDIA’s advanced software and Airtel’s deep learning-based automatic speech recognition (ASR) models allow the latter to accurately interpret language and make practical changes to its operations to serve agents and consumers better, delivering output at 30 per cent of the typical computing cost. This technology also runs on a much lower carbon footprint making it better for the environment through lower Green House Gas (GHG) emissions.

India’s second largest telco says that its contact center operations are amongst the busiest in the world, servicing over 360 million customers and handling over 100 million calls annually. 

“Delivering high-quality experience to consumers remains the top priority. However, at this scale, manual solutions to audit the contact center agents was a challenge,” Airtel mentioned in a press note.

The AI-based solution could help sort difficulties.

Speaking about the engagement with NVIDIA, Adarsh Nair, CEO of Airtel Digital, said, “We are thrilled to be working with NVIDIA to build cutting-edge solutions that allow us to serve our customers better. AI has the potential to revolutionize the way we do business, and we are confident that this shall help us push the boundaries of innovation in the industry."

Airtel said it considers this collaboration with NVIDIA an exciting step forward in the use of AI in the telecommunications industry, one that will have a significant impact on the way companies leverage technology to serve customers.

“AI-powered speech analytics is helping human agents improve customer service and satisfaction,” said Vishal Dhupar, Managing Director of South Asia at NVIDIA. “With NVIDIA AI software, Airtel is boosting call center operations while growing efficiency and saving costs.”

In its press note, Airtel mentioned that it is aggressively pursuing next-generation technologies such as AI and ML across multiple facets of its operations.