Tata Communications Introduces Kaleyra AI Flagship AI-Powered Customer Interaction Portfolio
IT News Online Staff
2024-12-13
Tata Communications has introduced Kaleyra AI, its flagship artificial intelligence-powered customer interaction portfolio that is set to reshape how enterprises engage with their customers. The portfolio will initially offer three distinct capabilities that go beyond traditional communication tools.
Designed to integrate effortlessly with communication channels and live agent interfaces, the suite will leverage Generative AI (GenAI) to provide a competitive edge through streamlined, personalized and highly engaging customer interactions.
The initial capabilities on offer comprise:
- GenAI Template Generator for WhatsApp: The capability will enable the crafting of personalized templates and message variants for WhatsApp. The roadmap includes extending similar capabilities to other communication channels, such as SMS and rich communication services (RCS).
By crafting messages that resonate with the audience and leveraging each channel's points of strength, enterprises will be able to automate marketing tasks and augment response rates, while maintaining consistent brand voice and relevance with their customers.
- Conversational AI Data Reporting: The advanced reporting capability will enable the transformation of complex data queries into insightful reports complete with engaging, easy-to-understand visualizations.
By processing natural language data queries from customers, it will deliver tailored, AI-powered analytics within seconds, enabling businesses to make swift, data-driven decisions and gain critical insights without their over reliance on business analytics teams.
- Conversational AI No-Code Builder: Going beyond basic interactions, the capability will empower business users to create 'interaction assistants' that offer natural, conversational responses (without any programming knowledge) in text and rich media formats for both customers and workforces, simplifying complex data analysis and accelerating decision-making.
The platform will also empower enterprise customer support and marketing teams to build rapport through intelligent and immersive engagement, thereby enhancing the overall user experience.
"Kaleyra AI represents a powerful leap forward and will be a force multiplier for enterprises to accelerate business growth," said Mauro Carobene, Head of Customer Interaction Suite, Tata Communications. "For customer-facing roles, the portfolio will significantly improve engagement and interaction rates. In early controlled demos, we observed marked reductions in mean time-to-respond and resolve issues, especially during peak query volumes. For C-suite decision-makers, our generative AI-powered reporting and insights will enhance visibility into enterprise performance, all via a simple natural language interface."
Kaleyra AI will initially be offered in beta to select Tata Communications customers early next year. A general availability release, on Tata Communications' AI Cloud, is anticipated in the first half of 2025.
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