Tech-enabling Customer Experiences
In comparison to worldwide norms, customer support in traditional contact centres is quite appalling due to a high number of queries, insufficient capacity of agents, and inane customer support systems. Businesses struggle with a multi-fold rise in customer discontent and bounce rate, resulting in connectivity failure points between them and customers.
To address this issue, IITian couple Manish and Rashi Gupta founded Rezo’s AI-powered contact centre in 2018. It enables enterprises to boost revenue and enhance customer experience by automating and analysing customer interactions. It assists across multiple channels including voice, email, chat/ WhatsApp and social at the required scale, whilst training agents with minimal costs. Initially, the brand had secured USD 300,000 in seed funding but currently runs on a traditional revenue model.
Some of the salient features of the brand’s services are:
Deep learning combined with natural language technology (NLP and NLU) helps interpret customer language appropriately
Integrates seamlessly with any CRM and drives automation and provides training without changing the current systems
Deployment: from data modelling to integrating backend APIs, the system is ready to roll in 1- 4 weeks. Deployable both on a cloud or on-premises basis.
Enhanced efficiency
It counts among its biggest challenges the deployment in one of India’s largest automobile providers with massive volumes being rolled out and multiple use-cases. Rezo.ai successfully exceeded what their traditional contact centres had been doing. It delivered two times improved feedback, at 20 per cent reduced cost and 30 per cent enhanced efficiency.
So what really spurred Rashi Gupta to turn an entrepreneur? “Freedom to work on something I believe in, love to do and turn it into a profitable business,” says the co-founder and Chief Data Scientist of Rezo.ai, adding that there is constant motivation to break the stereotypes associated with women that have limited them to stay at home and play an inferior role despite their career goals and dreams.
Gupta says Rezo will continue to look for and invent new ways to expand and grow. The company aims to penetrate new geographies with competitive pricing, invest in local talent, bring in a regional context, and foster collaboration with clients with the setting up of regional offices.
