Hyderabad: While companies like Alexa, Siri and Google Assistant kicked off the era of voice bots, but its usage in business to business offerings has not been explored much. Hyderabad-based company Ozonetel has launched a voice bot platform for B2B enterprises. The Voice Bot Platform will help the enterprises to easily port their chat bots and provide voice channel to customer care centres.
“The platform has been built after we collected a lot of data through our previous cloud contact centre offering that used artificial intelligence and big data. Even as chat bots are becoming popular, we realised that customers are looking for a more personal touch when it comes to getting their queries answered. So, voice bots was the solution for us. For the enterprises as well, it reduces their agents cost as more than 70 per cent of queries that are handled by live agents can be handled by voice bots,” said Chaitanya Chokkareddy, chief innovation officer, Ozonetel.
While claiming to be the first Indian company to introduce voice bots for B2B enterprises, Chokkareddy informed that these voice bots will be useful in India wherein illiteracy is high and not all customers are comfortable typing out their queries. These voice bots will be mostly used for frequently asked questions and the conversation will be minimal, which means that those conversations wherein the intent of the question is either accept or reject. For complicated conversation, the platform will immediately transfer to an agent.
The 10-year-old company has launched products in the areas of on-demand cloud communication/telephony solutions and is a fully bootstrapped firm. With over 120 employees, the company has worked with 1,200 enterprises so far and is looking to expand to countries like the US, UAE and Singapore. With the expansion, it is eyeing 1,500 enterprises by the end of this year. The company’s platform has supported over 50,000 live agents and has handled over three billion calls till date.