DBT Bureau
Pune, 16 Dec 2024
Tata Communications , a global communications technology company, reported Kaleyra AI , a cutting-edge flagship AI-powered portfolio that will redefine customer interactions.
The innovative 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 advantage through optimized, personalized, and highly engaging customer interactions. Initial capabilities offered include:
- GenAI Template Generator for WhatsApp – This feature will enable the creation of custom templates and message variants for WhatsApp. The roadmap includes extending similar features to other communication channels such as SMS and Rich Communication Services (RCS). By creating messages that resonate with the audience and leveraging the strengths of each channel, businesses will be able to automate marketing tasks and increase response rates, while maintaining a consistent and relevant brand voice for their customers.
- Conversational AI Data Reporting: Advanced reporting capabilities will enable the transformation of complex data queries into insightful reports with engaging and easy-to-understand visualizations. By processing customers’ natural language data queries, it will deliver customized AI-powered analytics within seconds, enabling businesses to make fast data-driven decisions and gain critical insights without over-reliance on business analytics teams.
- No-Code Conversational AI Builder – Beyond basic interactions, this capability will enable business users to create “interaction assistants” that deliver natural conversational responses (without programming knowledge) in text and multimedia formats to customers and staff, simplifying complex data analysis and accelerating decision-making. The platform will also enable businesses’ marketing and customer service teams to build relationships through intelligent, immersive interaction, thereby improving the overall user experience.
“Kaleyra AI represents a breakthrough and will be a force multiplier for enterprises to accelerate business growth,” said Mauro Carobene , Head, Customer Interaction Suite, Tata Communications . “For customer-facing roles, the portfolio will significantly improve interaction and engagement rates. In early controlled demonstrations, we saw marked reductions in average response and issue resolution time, especially during peak query volumes. For senior management decision makers, our generative AI-powered reporting and insights will improve visibility into business performance, all through a simple, natural language interface.”
Kaleyra AI will initially be offered in beta to select Tata Communications customers early next year. The general availability version, on Tata Communications’ AI cloud, is expected to be available in the first half of 2025.
