The current generation is reliant on different aspects of technology. It has become almost difficult to imagine our day without any gadget that employs modern days or yesteryear’s technology. Our lifestyle has been eased and we now don’t have to wait hours to get any job done. And AI is gradually becoming the backbone of the modern days household and professional sectors.
AI has also simplified the process of customer interaction. What required human interactions to resolve queries is now being taken care of by IVRs. Dedicated customer care centers have been established by technology brands to help resolve issues with products remotely without actually paying a visit to the service centers.
One of such new technologies that have made its way to the Indian market is the SuperBot. Announced as an advanced AI-enabled telecommunication tool, SuperBot is expected to eradicate the difficulties which general users experience while getting connected to any brand’s online service centers.
What exactly is this new AI-powered voice bot. How exactly does it aim to simplify the process of telecommunication in context to general users and industries? Giznext has conducted an exclusive interview that has helped us gain insight into the AI voice bot’s functionality and also the brand’s market perspective and plans for the future.
A brief introduction related to your brand and its primary goals.
In a response to this query, the brand highlighted its primary goals along with a little brief on how SuperBot works. This AI-enabled conversation service has been designed with a vision to bridge the communication gap which most industries are experiencing with remote customer service. The company’s goal is to minimize the delays that users have to experience with human intervention during an ongoing call with any service center.
The company further explains all the important features this new AI-powered voice bot employs for its functionality. This new voice bot supports over nine different languages. It supports multiple regional languages such as Hindi, Bengali, and Gujarati. English is another supported language on the SuperBot platform and a few more are making their way to the platform in the future.
That’s not it, this artificial intelligence-backed voice bot is capable of conducting mass surveys, helping with payment reminders, attendance confirmation, and appointment reservations. The brand believes using SuperBot will eventually help businesses across India to effectively reduce costs with greater margins.
How did the idea to develop SuperBot strike? What challenges have you experienced throughout the development phase?
As per the brand, the idea to develop a service that essentially bridges the communication gap between the consumers and businesses struck when the co-founders were already associated with PinnacleWorks (a key player in the education sector). With the situation of calls queuing up despite counselors handling systems for 12 hours a day which eventually was a factor for missed leads, the requirement for SuperBot like tools felt like the need of the hour. That’s when the cofounders determined to bring this service to the masses in India.
SuperBot’s team has overcome several challenges to get the service up and running. SuperBot currently employs VOIP (voice over internet protocol) technology to manage all the incoming calls and respond to the users in real-time. Working around this VOIP technology alone has been one of the biggest challenges that the brand has tackled. Getting it refined as per users’ requirements has been a tough task for the company.
What technologies have you roped in to develop SuperBot? And what all sectors are you targeting?
We also tried getting some more insight into SuperBot’s functionality. The company explained all the processes of how this intelligent voice bot works. This is one of those advanced tools that rely on both telecommunication and technology for its services. The entire tool’s functionality is based on the complex structuring of technologies. Apart from VOIP (voice over internet protocols), SIP (Session Initiation Protocol), and Redis technologies from telecommunication. Whereas, the architectures on which SuperBot is based include MySQL, MongoDB, Postgre.
Upon asking what all sectors SuperBot is planning is currently catering to and plans to venture in the future, the brand revealed a few of the categories. SuperBot is aiming to target different commercial sectors such as Higher Education, Ed-Tech, and Healthcare sectors. In addition to these, the company is also planning to mark its presence in the BFSI & Hospitality centers.
Though SuperBot has been made in a manner that it can cater to almost every and any industry. But currently, it is catering to the calling needs of Higher Education, Ed-T, and HealthCare Organisations & has recently started serving the Automobile industry as well. Additionally, it’s all set to spread its wings in BFSI & Hospitality sectors very soon.
Do you believe SuperBot can replace the need for human resources in customer services in the next few years?
One of our queries was if the brand believes, their service can eventually replace human intervention with customer services and even human resources for that matter in the industries. To which the brand replied, technology is always meant to act as a boon and is never meant to replace humans. Likewise, SuperBot is also meant to allow humans to invest their time in doing the Smart Work while it does the hard work for them.
SuperBot is claimed to offer a high-efficiency rate of 92-93%, but for the remaining 7-8% it relies on human “common sense”. Therefore, no matter how much it evolves, it will always need a set of human agents to take care of those calls which need the involvement of common sense.
Is SuperBot essentially designed for industrial usage or small business and other groups as well?
SuperBot is an artificial intelligence-powered conversation agent that caters to the calling needs of almost all industries and businesses. The company is offering services to both micro and macro industries with a vision to help industries boost their ROI by minimizing the calling costs. Users will also get ‘24×7 support’ from their clients. The company has even developed a dedicated DIY portal that will allow interested users to sign up and experience the artificial-intelligence-powered voice bot even if someone is new to AI technologies.
Any new ventures we can expect from SuperBot in Future?
SuperBot owners have confirmed their future endeavors as well. The company is planning to introduce fortify its presence in the education center where it aims to develop a 24 x 7 admission helpline for higher education and international calling. The company will also bring an Enterprise Edition that aims to deliver a complete digital solution to the clients via in-house data centers.
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