At some point in life, we all have been annoyed by the customer service of a company where we are required to provide same information again and again, sometimes without getting a solution. Rezo.AI, an AI platform for customer service, aims to change that while allowing the companies to dedicate more resources towards important tasks at the same time. Founded by an IITian couple - Manish and Rashi Gupta - in 2017, Rezo.AI is the first in India to use Artificial Intelligence (AI) for WhatsApp Automation. The AI-driven conversational chatbot understands Hindi, English and Hinglish.

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In an exclusive conversation with Zee Business Online, Rashi Gupta talked about the idea behind the chatbot, platform's recent tie-up with CarDekho and its future plans. Here are the edited excerpts of the conversation -

Tell us something about the idea behind Rezo.AI. How did you come with this solution?

Brands spend around 10% of their top line on customer experience. Still, customers are sick of pressing two for reservations and three for service and at the same time service reps are sick of answering the same questions over and over. In addition, there is long gestation of feedback leading to delayed improvement cycles, high rate of churn with service reps, low transparency to the management to identify what the pulse on the floor is. Rezo.AI was, hence, born out of our intent to enable brands in providing an unmatched experience to the customers at a fractional cost. Today, with a number of compelling case studies, Rezo.AI provides tailored solutions for business verticals like Education, Travel, Logistics, e-commerce, Banking, etc.

How does the chatbot exactly work?

To deliver superior customer experience, we take into consideration historical conversations of brands with their customers. Feeding this textual conversation into our AI engine, the engine learns multiple intents, the vocabulary used, responses to be given out to the end customer by fetching information from the backend API's. Once deployed, the AI bot responds to customer queries instantaneously, works 24 x 7 and can hand over the complicated queries to customer support reps. The AI bot is also enabled to cross-sell, up-sell products services and help increase the leads and hence the revenue.

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How is it helping enterprises?

Enterprises with humongous data can capitalize on Rezo.AI’s automation solution. While the AI-powered solution will take care of the repetitive manual tasks, the team will have more time devoted toward the aspects of business that directly affect the bottom line. We have enabled pre-sales as well as post-sales customer queries over WhatsApp for multiple enterprises, by handling up to 90% of conversational traffic with personalised responses. Rezo.AI helps enterprises understand customers at a deeper level, and predict what they really want, helping them craft campaigns and product experiences at an effective cost. With our deep learning platform, brands have observed not only drastic improvement in unit economics, scalable volume handling, 24x7 support but also a great customer experience with reduced wait time leading to higher lead generation. Rezo.AI powers customer interactions for brands such as W, Delhivery, CarDekho, among others

The bot understands multiple languages. How did you feel the need for the same?

Today, customers expect to have personalized, frictionless, on-demand and data-driven experience helping them to make a better decision. We are the first company to use Artificial Intelligence for Whatsapp conversations. This highly advanced solution comprehends customer queries in English as well Hinglish and is also able to respond to the jargons or lingos with relevant information. 

India is a diverse country and in order to capture the internet users from the country’s heartland, there is a need to serve them with customised products & services. This helps brands connect to their customers in an effective way. 

You have recently partnered with CarDekho. How does this benefit the customers?

We are extremely delighted to work with CarDekho and enable them in their quest to provide an immersive customer experience. While more and more companies understand that providing a great customer experience is necessary for business growth, many have a long way to go, bringing all the parts together to make it a reality. Automating the conversations has helped CarDekho further understand the intend, issues, concerns and queries raised by its customers and quickly respond to them.

What are the expansion plans? 

With some great rollouts as well as pilots underway, Rezo.AI is on a path to revolutionise customer experience. Discussions with over couple of dozen enterprises are underway across the globe; we might go for international expansion earlier than planned. In order to accelerate our product development further, we plan to hire 50 more employees in the next two years. We are focused to build valuable services, strengthen our presence and achieve newer levels of growth.