CXOToday has engaged in an exclusive interview withMr. Sarvagya Mishra, Co-founder & Director Superbot.
- Could you give us a brief introduction of your organization and the services you provide?
The inception of Superbot in 2018 was born out of a critical need observed while working with clients in the education sector through our parent company, PinnacleWorks. Despite the efforts of dedicated counsellors, our clients struggled with significant delays in addressing student inquiries, leading to missed opportunities and lower conversion rates. This challenge led the co-founding team to develop an automated chat agent capable of understanding the nuances and sentiments behind student queries, providing empathetic responses akin to human interaction.
Superbot quickly became the go-to solution for over 100 educational brands within a year, enhancing query management and significantly improving conversion rates.
However, recognizing the need for proactive engagement, we evolved Superbot into a sophisticated AI-powered conversational agent, capable of managing intelligent conversations across various telephony channels.
Today, Superbot has expanded its capabilities beyond the education sector, serving diverse industries with functionalities such as issue resolution, lead verification, payment reminders, and customer support. With the ability to manage over 1 million calls per day and support more than 10 languages, Superbot is a robust platform facilitating seamless communication and operational efficiency across India.
- In what ways do you envision the role of AI voicebots changing in various areas, including customer service, banking, and healthcare?
AI voicebots are set to revolutionize multiple sectors by enhancing efficiency and personalization. In healthcare, voicebots can assist in scheduling appointments, providing medication reminders, and delivering essential health information, thus improving patient engagement and care. In the financial sector, these bots can streamline customer support for routine inquiries, offer instant account updates, and assist with transaction verifications, making banking more accessible and efficient.
In education, voicebots are transforming the way institutions interact with students, providing instant answers to queries, managing admissions processes, and offering personalized learning support. In customer service, AI voicebots are leading the charge by providing 24/7 support, significantly reducing Average Handling Time (AHT) and boosting Customer Satisfaction (CSAT) scores. These bots enhance customer interactions by analyzing data and tailoring responses to individual needs, helping businesses build stronger client relationships.
As AI voicebots continue to integrate into various industries, they are paving the way for a future where customer support is more seamless, efficient, and personalized, giving companies a competitive edge in the digital landscape.
- How do you stay ahead of competitors in terms of innovation and features in your AI voicebots?
Superbot 6.0 further exemplifies our focus on innovation by introducing features like real-time fulfillment, personalized bot creation without coding, and a cloud-based blended contact center. These updates are designed to meet the evolving demands of industries such as D2C and e-commerce, ensuring that Superbot stays ahead of the curve in delivering seamless and efficient customer interactions.
At Superbot, innovation is driven by our commitment to addressing unique market needs, particularly in India. A key differentiator is our in-house Automatic Speech Recognition (ASR) model, specifically developed to tackle challenges like diverse accents, dialects, and the widespread use of “Hinglish” in India. Along with this, our robust Quality Control (QC) module ensures the highest levels of accuracy by continuously monitoring and refining both bot and human interactions. Furthermore, our ASR model boasts over 93% accuracy and supports Hindi, English, and Hinglish, making it uniquely suited for Indian users.
- In voicebot operations, how do you strike a balance between automation and human intervention?
Superbot strikes a balance between automation and human intervention by handling high-volume tasks, such as real-time lead verification and 24×7 helplines, while allowing human agents to focus on more complex and personalized customer interactions. Furthermore, in case of critical scenarios where a human intervention is required, we patch calls with human counsellors in real-time, as per the needs of the customers on the call.
For instance, in the education sector, Superbot’s automation saves up to 60% of counsellors’ time by managing routine inquiries, allowing them to dedicate more time to students with complex needs. In the e-commerce sector, Superbot reduces door order rejection by integrated order confirmations, in addition to lowering the NDR percentage, while in healthcare, it handles appointment scheduling and 24/7 helpline services, ensuring customers receive timely support.
- What is the role of the QC module in the overall quality management system?
The Quality Control (QC) module in Superbot plays a pivotal role in analyzing the quality of conversations that are transferred to human counselors. Rather than directly managing Superbot’s operations, the QC module decrypts the entire conversation between the human expert and the user, scoring it based on various critical parameters. These parameters include speech rate, the presence of appropriate greetings, the thoroughness with which user queries are addressed, and whether the required information is correctly confirmed and provided.
By scoring these conversations, the QC module helps organizations identify areas where human interactions can be improved. This feedback loop is invaluable for organizations aiming to enhance the quality of their customer service, as it pinpoints the specific aspects of conversations that need attention. Ultimately, the QC module ensures that human interactions complement Superbot’s efficiency, leading to an overall improvement in the customer experience.
- What is your approach to training the AI model behind your voice bot, and how do you ensure it remains relevant?
Superbot’s AI model is continually trained on diverse datasets to improve its natural language understanding and contextual awareness. We prioritize staying updated on the latest advancements in machine learning, particularly those relevant to voice-activated systems. Our approach involves regular engagement with research papers, publications, and participation in conferences. Additionally, we collaborate with academic institutions and industry experts to enrich our understanding and integrate the latest innovations into Superbot’s systems. This ensures that Superbot remains at the forefront of AI-powered voice agent technology, delivering cutting-edge solutions to our clients.
- How do you manage and utilize the vast amount of data generated by your voice bot?
We have deployed cloud servers with high-end configuration to manage the vast amount of data generated by Superbot. In addition, through advanced analytics tools, we extract valuable insights from customer interactions. This data is used to continuously improve the AI model, enhance personalization, and refine the bot’s performance. By analyzing trends and patterns in customer behaviour, we can identify opportunities for further automation, optimize response strategies, and improve overall customer satisfaction. Data security and privacy are also top priorities, with robust measures in place to protect sensitive information and ensure compliance with relevant regulations.
- What strategies do you use to personalize the voice bot experience for different users?
Superbot offers a deeply personalized experience through a combination of advanced technology and thoughtful content design. Leveraging our in-house speech recognition modules, which achieve an accuracy rate of over 93%, Superbot excels in understanding local Indian dialects and pronunciations. This ensures that businesses can communicate with customers in their preferred languages, fostering a more personal connection.
To enhance personalization further, Superbot’s user-friendly DIY platform empowers businesses to customize conversational experiences, allowing them to tailor responses, voice tones, and scripts to align with specific user needs. The platform’s versatility is demonstrated through its support for over 100 use cases across industries such as education, e-commerce, healthcare, and financial services.
Moreover, the content used in calling scripts is thoughtfully crafted with user-centric details, ensuring that every interaction feels relevant and personalized to the individual. By utilizing real-time APIs, Superbot dynamically integrates user-specific information during calls, enabling real-time personalization and responsiveness to the customer’s needs.
The recent updates in Superbot brings even more advanced features, such as real-time fulfillment and a cloud-based blended contact center. These updates enhance Superbot’s ability to deliver not only personalized but also efficient customer experiences, keeping pace with industry demands and setting a new standard in conversational AI.
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