From food ordering apps to banking apps, chatbots for customer support have become a mainstay. In the past few years, these bots have become smarter as well as simple-to-use for end users. Even as these text-based bots have hogged the limelight, there has been significant improvement in AI-based voice technology. Remember, Google’s iconic Duplex AI?
Back in India, Gurgaon-based SaaS firm SuperBot is offering an AI-driven voice-based conversational agent, which is capable of having smart dialogues with humans over the phone.
SuperBot co-founder Sarvagya Mishra told Entrackr that the platform shouldn’t be confused with the conventional Interactive Voice Response (IVR), which is essentially an automated phone system technology. Mishra added that SuperBot can be better referred to as an “AI-enabled virtual call.”
He further said that his company is aiming to disrupt the legacy call center setup. “A majority of conversations [between caller and call center executive] are purely transactional in nature… which are typically predefined and are driven by logic and data,” he said.
SuperBot, developed by the firm in-house, aims to replace such transactional conversations. Already, the technology has been deployed in the education sector [Bennett University and DY Patil University]. The company has now rolled out the tech for healthcare and e-commerce sectors as well.
Some of the use cases include 24×7 voice-based support for admission at colleges and hospital facilities. These conversations could include frequently asked questions as well.
“This makes it more effective than one or two humans attending these calls… which can be in very high numbers on certain days,” the co-founder added.
For deploying the agent for any business or organization, one just needs to sign up for the subscription by visiting superbot. Once the same is done, they can choose the number of minutes they would like to buy, make the purchase, and set to use SuperBot. Mishra added that the platform has more than 100 pre-trained ready-to-use agents available, and one just needs to choose their preferred agent, and provide the necessary information.
Apart from Hindi and English SuperBot is available in multiple regional languages which include Tamil, Marathi, Gujarati, Bengali, Punjabi, and Telugu.
Founded in 2018 by Mishra and Ankit Ruia, SuperBot is a bootstrapped firm. The startup has onboarded more than 55 businesses since its inception. The company claims its SuperBot platform has facilitated more than 10 million calls to date. SuperBot is now looking to enter international markets (Middle East and Africa) this year.
As far as the intelligent virtual assistant market goes, it’s estimated to be worth $47.57 billion globally by 2028. According to The Insight Partners’ report, the pandemic played a pivotal role in the wider adoption of these assistants as businesses banked on technology for a faster turnaround for customers’ queries.
Even as the market is fragmented with different players trying out different technologies, Uniphore and [24]7.ai are among the popular conversational automation technology companies. In February last year, Uniphore announced raising $400 million in a series E funding round at a more than half-a-billion dollars valuation.
