As companies across the country grappled with changing working conditions, from an office to a home environment, many were overwhelmed by the surge in customer support queries. Call center employees also had to work from home and the sudden change impacted call center operations and businesses.
According to a Pindrop Pulse Flash Report, in the early stages of the pandemic, call volumes to enterprise call centers climbed 300% in just days, and in the later stages call volumes shot up to 1000% from normal levels.
To address the growth in customer support queries, call center companies in India had to increase their adoption of automation technologies like artificial intelligence, machine learning, and natural language processing.
Vernacular.ai is an AI-first SaaS business that helps enterprises automate call centre queries using its multilingual voice automation platform Vernacular Intelligent Voice Assistant – VIVA.
In May this year it announced a Series A investment of $5.1 million, led by Exfinity Ventures and Kalaari Capital. AngelList, IAN Fund and LetsVenture also participated in the round.
In this episode, Sourabh Gupta, Co-founder and CEO of Vernacular.ai reveals how his team trained a voice engine to support 10 Indian languages in a few months. He talks about the challenges in achieving this and how his team overcame the challenges. An automated voice assistant has to be as good as a human agent, he says. So there is a lot of work that goes into perfecting this technology. Vernacular.ai is also taking its solution to other markets like Malaysia and Indonesia.
Listen to this episode to find about its differentiators and why it is far ahead of the competition.
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