In today’s rapidly evolving digital landscape, businesses are turning to innovative technologies conversational ai to stay ahead of the curve customer experienceIn this interview, Manish Gupta shares the journey of rezo.aiThe future of AI in sales, and the importance of blending the human touch with technological advancements.
Manish Gupta, Co-Founder, Rezo.ai
Q1: What inspired the idea to start Razo, and how important is conversational AI in shaping exceptional customer experience frameworks for modern businesses?
Manish Gupta: idea to establish Rezo.AI comes from the inefficiencies we saw in call centers eight years ago, where customers had to wait for long periods of time and often deal with agents who lacked the proper knowledge or experience due to disconnected systems. Was. This difference gave rise to the idea of Rezo. We wanted to create a solution that would help businesses retain their customers and increase revenue while reducing operating costs.
After two years of development and rigorous testing, we successfully launched Rezo.AI in 2018 Maruti Suzuki And Delhivery has become our first customer. When it comes to Conversational AI, it plays an essential role in revolutionizing the customer experience for modern businesses. By automating common customer interactions, AI provides fast, accurate and consistent responses that are available 24/7, helping to reduce wait times and improve customer satisfaction. By having AI manage routine tasks, human agents can focus on more complex and personalized issues, making the entire support process easier and more efficient. Additionally, the insights generated by conversational AI allow businesses to continuously improve their service quality and stay ahead in the competitive market, delivering a truly exceptional customer experience.
Q2: With AI being integrated into daily operations, how do you see the importance of developing solutions that enhance emotional intelligence to ensure the human touch in customer interactions?
Manish Gupta: As AI is becoming integrated into daily tasks, it is essential to develop solutions that enhance emotional intelligence to maintain the human touch in customer interactions. While automation improves efficiency and handles routine tasks, customer satisfaction often depends on empathy and personal support, especially in more complex or sensitive situations.
At Rezo.AI, we focus on leveraging AI to handle repetitive queries, allowing human agents to focus on issues that require emotional intelligence and careful decision-making . By blending the speed and accuracy of AI with the empathy and problem-solving skills of human agents, we can ensure that customer interactions are not only efficient but also meaningful and customer-centric. This balance between automation and human touch is key in building strong, long-term relationships with customers, which ultimately leads to greater satisfaction and loyalty.
Q3: Do you see AI becoming the “salesperson of the future” due to its increasing use in sales and marketing, and what impact might this shift have on traditional marketing roles?
Manish Gupta: Yes, AI is rapidly becoming a major player in sales and marketing by automating lead generation, personalized outreach, and customer engagement. This shift could reduce the need for traditional marketing roles focused on repetitive tasks, while creating new opportunities in AI management, data analysis and strategy development, where human insight is still essential.
the main thing is AI technology It is not here to take the place of humans; Instead, it will empower them to perform their tasks more efficiently and accurately. By automating routine processes and providing valuable insights, AI allows individuals to focus on higher-level responsibilities, ultimately increasing productivity and job satisfaction.
Q4: How do you see AI evolving to handle complex, nuanced interactions, and what further developments are needed to bridge the gap between automation and deep human understanding?
Manish Gupta:AI is already making great strides in handling complex interactions by understanding context, sentiment, and intent more effectively. However, for AI to truly excel at micro-interactions, advances in natural language processing and emotional intelligence are necessary. We need models that can adapt to diverse human behaviors and respond not just with accuracy, but with empathy.
These models should be able to understand cultural and linguistic variations and adapt accordingly. Additionally, AI needs to handle ambiguity, ask clarifying questions, and provide empathetic responses to create a more human experience. These advances, along with improved contextual understanding and memory, are needed to bridge the gap between automation and true human understanding. The future lies in integrating these advancements to make AI not only efficient but also capable of building stronger emotional connections with customers.
Q5: Can you elaborate on what led to the partnership between Rezo.AI and Livguard, and how Rezo.AI’s AI-powered technology has transformed Livguard’s contact center operations in terms of efficiency, customer experience, and overall performance. Has it been changed?
Manish Gupta: Rezo.AI takes a structured approach by first thoroughly understanding the challenges facing businesses, defining key business metrics and then moving forward with a Proof of Concept (POC) to establish clear key performance indicators (KPIs). Follows. In the case of LivGuard, Razo.AI identified several key challenges that could be automated using AI enablers, which were driving up operational costs.
LivGuard’s primary goal was to provide exceptional user experience while achieving efficiency at optimized cost. However, they were facing two major obstacles: high operating costs in their contact centers and a poor customer experience. Recognizing these issues, Rezo.AI implemented virtual assistant To handle all incoming queries from both customers and business partners, especially product installation requests. This solution enabled unassisted service request creation, streamlining the process and significantly increasing the efficiency of Livguard’s contact center. By automating routine queries, agents can focus on more complex and important issues. As a result, LivGuard experienced a 3.46x improvement in contact center efficiency, while agent costs were reduced by 50%. This integration allowed them to achieve substantial cost savings and provide a higher level of customer service.
Q6: What were the key challenges you faced during the integration of AI-powered solutions into Livguard’s contact centers, and how did the collaboration help overcome these barriers to increase customer satisfaction and operational efficiency?
Manish Gupta: One of the key challenges we faced during the integration of AI-powered solutions into Livguard’s contact centers was to manage high operating costs while addressing non-satisfactory customer experience. The existing system lacked the efficiency required to handle the large volume of queries coming in from both customers and business partners.
Through close collaboration with Livguard, we were able to overcome these obstacles by first understanding their specific pain points and business objectives. Rezo.AI’s Virtual Assistant was deployed to automate and manage most inbound queries. This not only reduced the workload on human agents but also resulted in faster, more accurate responses, increasing customer satisfaction. Additionally, the integration improved operational efficiency by 3.46 times while halving agent costs. By automating repetitive tasks and allowing human agents to focus on more complex issues, we were able to streamline operations and significantly improve the overall customer experience.
