Bharti Airtel has acquired a strategic stake in an early-stage startup, Voicezen, focussed on conversational-AI technologies, under its Airtel Startup Accelerator Program. The investment will give Airtel, preferred access to Voicezen’s technologies, that can be deployed across its customer touch-points in multiple languages, Airtel informed in a release. These solutions will offer real-time analytics and insights to make Airtel’s conversations with its customers more frictionless, engaging and enable faster resolution. It will also enable Airtel to make contextual offers to customers based on real-time conversations.
Chief Product Officer of Bharti Airtel, Adarsh Nair, said, “AI is a big focus area for Airtel, given the deep positive impact the technology can have in transforming the customer experience. Voicezen has built some promising products that are very relevant for a market like India. We are delighted to welcome them to the Airtel Startup Accelerator Program, and look forward to partnering them in scaling these innovative ‘Made in India, for India’ applications and implement them in the real world.”
Voicezen, the Gurugram-based startup, has been working on developing advanced solutions which leverage AI, ML, speech-to-text and voice technologies to offer real-time analytics to support brands serve customers better.
The startup is the third, in which Airtel has picked up a stake. Last year, the firm had backed two startups including Vahan, a Bengaluru-based software development startup, in October and Quikmile, a Gurugram-based startup, which focusses on building tech-enabled logistics platforms for India, in November.
Founder of Voicezen, Apurba Nath, said, “Voicezen helps brands deliver a better customer experience in Indian languages using conversational-AI. Having worked on AI solutions in the past, we knew what works well in a lab, most often doesn't work in the real world, because either the training data is not large and relevant, or the problem has little business significance." "Our partnership with Airtel helps us solve these challenges. With this strategic investment, we will work even more closely with them to continuously improve our AI models, and build out an enterprise-grade, battle-hardened product that will make customer interactions more efficient, especially in this post-COVID-19 world, where business operations are facing large disruptions," Apurba added.