Bharti Airtel has collaborated with NVIDIA to build an AI-based solution that will improve the overall customer experience for all inbound calls to its contact center. The company said that its contact center operations service over 360 million customers and handle over 100 million calls annually.
Delivering high-quality customer experience to consumers remains a top priority for Airtel, and the company has developed an automated speech recognition algorithm that runs on 84% of its calls, allowing them to identify areas of improvement for their agents when interacting with customers, said a statement.
The speech recognition technology was developed using NVIDIA's Triton Inference Server, a multi-framework inference serving software that is supported in the NVIDIA AI Enterprise software suite, and the NVIDIANeMo conversational AI toolkit. This technology helps Airtel to accurately interpret language and make practical changes to its operations to serve agents and customers better.
“We are thrilled to be working with NVIDIA to build 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,” said Adarsh Nair, CEO, Airtel Digital.
This collaboration is a significant development in the use of AI in the telecommunications industry, and it showcases the potential of AI to transform customer experience. Airtel is aggressively pursuing next-generation technologies such as AI and ML across multiple facets of its operations. For example, AI and ML are currently being leveraged in the network teams for efficient deployment of towers and in the Wynk music service to drive personalization, said the company.
Vishal Dhupar, Managing Director, South Asia, NVIDIA, said, “AI-powered speech analytics is helping human agents improve customer service and satisfaction. With NVIDIA AI software, Airtel is boosting call center operations while growing efficiency and saving costs.”