Exclusive Interview with Rashi Gupta, Chief Data Scientist & Co-founder, Rezo.ai

Rezo.ai is an AI-Powered Contact Center that enables enterprises to enhance customer experience and boost revenue by automating and analyzing customer interactions. Supporting 100+ languages, it enables automated interactions across multiple channels including voice, email, chat/Whatsapp, and social media. Analytics Insight has engaged in an exclusive interview with Rashi Gupta, Chief Data Scientist & Co-founder, Rezo.ai.

1. Kindly brief us about the company, its specialization, and the services that your company offers.

Rezo.ai is an AI-Powered Contact Center that enables enterprises to enhance customer experience and boost revenue by automating and analyzing customer interactions. Supporting 100+ languages, it enables automated interactions across multiple channels including voice, email, chat/Whatsapp and social media. The platform also helps analyze customer–agent interactions, coach and train agents and enhance the customer experience with in-built RPA.

2. With what mission and objective was the company set up? In short, tell us about your journey since the inception of the company?

Consumers are frequently trapped with automatic response systems, inane chatbots, or have to repeat their inquiries and concerns before resolution can be achieved. To address this issue, IITian couple Manish and Rashi Gupta founded Rezo's AI-Powered Contact Center in 2018 to help businesses avoid customer churn and boost revenue with minimal financial costs and human intervention by providing 24×7 real-time responses to customer inquiries.

3. Mention some of the awards, achievements, recognitions and clients' feedback that you feel are notable and valuable for the company.

Over the years, Rezo.ai has created a benchmark in contact centre automation. Some of the notable achievements include:

• Maruti MAIL (Mobility And Automobile Innovation Lab) Cohort
• SAP.io Foundry – Automotive Startup Cohort
• RevvUp Cohort, T-AIM – Telangana Government
• Technology Entrepreneur Of The Year (BW Businessworld) – Dr.Rashi Gupta
• RAISE 2020 India's AI Solution Challenge #AatmaNirbharBharat

4. Brief us about the proactive founder/CEO of the company and his/her contributions to the company and the industry.

Dr. Rashi Gupta (Co-founder and Chief Data Scientist) – A data science professional with expertise in data mining and developing statistical & computational strategies for handling complex data sets. She has designed and developed models which have been published in world-renowned journals. Rashi has been the Sr. Group Manager at WNS Global Services, Subject Matter Expert at Absolutdata, Lead Data Scientist at CorrZ and Assistant Professor at Jawaharlal Nehru University. Received doctorate from the University of Helsinki and double masters from IIT Delhi.

Manish Gupta (Co-founder and CEO) – Manish is an alumnus of IIT Delhi and successfully exited his earlier venture Cellz which was the biggest off-deck mobile portal in India with 5 Million MAU about 7 years back. Manish has also been associated with RateGain, Spice & Globallogic in various roles.

5. Tell us how your company is contributing to the IoT/AI/Big Data Analytics/Robotics/Self-Driving Vehicles/Cloud Computing industry of the nation and how the company is benefiting the clients.

Through Rezo's next-generation AI-Powered Contact Center, we are creating an open ecosystem based on the convergence of technological innovation and customer satisfaction. At Rezo, we're driven by a single ambition: to harness the potential of AI-Powered Contact Centers to provide customers, employees, and agents with frictionless and delightful experiences. Rezo.ai's mission is to elevate customer experience, agent efficiency, and boost revenue for enterprises by leveraging the power of machine learning algorithms and artificial intelligence.

Enterprise KPI Metrics :

1. 85% Interactions Automated
2. 70% Reduction In Resolution Time
3. 30% Improvement In Operational Efficiency
4. 87% Increase in the QA Efficiency
5. 20% Reduction in Support Cost

6. What is your biggest USP that differentiates the company from competitors?

Multichannel automation is something that is not provided by many AI companies. Rezo.ai, on the other hand, automates interactions across all channels like Voice, Social Media, Chat, and Email. This makes the interaction fast, easy, scalable, and error-free.

Here are some other areas where Rezo.ai clearly stands out in the industry:

1. Inhouse-curated powerful NLU: Deep learning combined with Natural language technology (NLP and NLU) helps interpret customer language appropriately and recognizes his/her intent.

2. Minimal Changes: Integrates seamlessly with any CRM, drives automation, and provides training without changing the existing infrastructure/system.

3. Robust and Scalable: Simple to use yet scalable to handle your global needs.

4. Multilingual: Built to seamlessly handle 100+ languages including Hinglish and support customers even if the context of interaction changes.

5. Short Deployment: From data modeling to integrating backend APIs, the system is ready to kickstart from local to global in 1-4 weeks.

6. Hosting: Deployable both on a cloud or on-premises basis.

7. How do you plan to revolutionize the Indian/US/Isreal market and what are your plans to tap the market?

Rezo.ai has a track record of assisting some of India's leading enterprises in the automobile, logistics, and healthcare diagnostics industries with its turnkey services for quick scalability and superior economics. The company now has its eyes set on the US market by targeting the entire cloud-based contact center industry and businesses with a large customer base and a high volume of customer interactions. Basically, anywhere there is a need to boost sales and augment customer support.

8. What are your growth plans for the next 12 months?

Expansion in the United States and the Middle East is a foregone conclusion. We're raising funds to expand our marketing and promotional efforts while we focus on competitive pricing, product enhancement, partnerships, and acquisitions. At the same time, full-fledged hiring is underway. Once established in the target market, Rezo.ai will continue to create new opportunities where it operates, become a global company, improve customer experience and boost revenue for respective clients.

9. Kindly share your point of view on the current scenario of Big Data Analytics and its future.

At Rezo, we believe that we live in the era of automation and connectivity and in the coming years, the vast majority of human-machine interactions will be automated, benefiting both consumers and businesses. Traditional consumer contact points will also evolve into digitized conversational engagements, transforming how businesses communicate with their stakeholders, customers, and agents. We also believe that by leveraging the AI-Powered Contact Centers, we will play a significant role in making these encounters frictionless, natural, and effective. All of this will be possible thanks to AI's and big data's strong partnership. It's undeniable that AI assistants with access to large amounts of data can provide better, faster, and more accurate responses. The future is unquestionably bright with the innumerable opportunities that big data and automation will bring to the enterprise world.