Catalyzing the Future of Customer Experience: How Exotel is Changing The Way Businesses and Customers Connect.

A few years ago, we all watched in delighted awe when Sundar Pichai unveiled an AI assistant that sounded eerily human. 'She' made a few calls, set up a few appointments and even got him a table at a restaurant, without anyone realizing that the person they'd just spoken to wasn't human. Of course, with the launch of ChatGPT-4, even this accomplishment feels delightfully quaint.

Shivakumar Ganesan is the CEO and co-founder of Exotel, a company that is harnessing the power of AI to redefine the way businesses communicate. He feels that AI in its current state has only just scratched the surface of the possibilities the technology will unlock. In a conversation with CNBC-TV18's Shruti Mishra, he touched upon how Exotel is shaping the future of communication, enabling businesses to reach new heights in efficiency and customer satisfaction.

Exotel began its journey as a communications platform offering a suite of cloud-based voice and messaging APIs to facilitate customer communications. It soon expanded its capabilities through a strategic merger with Ameyo (an omnichannel contact center provider) and by acquiring Cogno AI (a conversation AI platform featuring chatbots, live chat and co-browsing functions). These increased offerings and capabilities have made Exotel the only (and biggest) full-stack customer engagement platform in emerging markets.

By pulling all these offerings under one roof, Exotel makes it possible for businesses to talk to customers wherever they are, using multiple products/point-solutions at different stages of their buying journeys. Moreover, it allows businesses to do away with disjointed, impersonal conversations that lack insight, and replace them with systems that allow businesses to talk to customers about what matters to them, anticipating their needs and personalizing communications without friction, and at scale.

To this end, Exotel is in the process of integrating its own generative AI product, Exomind, into its suite of connected customer conversations. This will not only allow businesses to quickly create chatbots capable of handling high volumes of conversations, but also create smoother, and faster creation of conversational journeys, by leveraging the power of large language models (LLMs). Businesses will be able to streamline deployment and improve use cases, reducing the time and effort needed in creating these conversation journeys.

This conversation is a glimpse into how technology is catalyzing the future of customer experience.

Join us for this must-watch interview and get an in-depth look at Exotel's cutting-edge offerings like their comprehensive cloud telephony services, virtual numbers, and flexible APIs; and how Exotel is creating a new industry standard by seamlessly integrating advanced AI algorithms to optimize customer experience and call center experiences.

 Moneycontrol journalists were not involved in the creation of the article.