The world's largest telecom company, Bharti Airtel, has teamed with Nvidia to develop and implement an AI-based solution that would enhance the overall customer experience for all incoming calls to its contact centre.

 

Airtel used the NVIDIANeMo conversational AI toolkit and Nvidia Triton Inference Server, a multi-framework inference serving software, supported in the Nvidia AI Enterprise software bundle, to develop the technology that enables automated voice recognition.

 

According to the company, Airtel can accurately interpret language and make operational changes to better serve agents and customers thanks to Nvidia's cutting-edge software and Airtel's deep learning-based automatic speech recognition (ASR) models. Output is produced at 30% of the usual computing cost.

 

The telecom provider added that this technology has reduced Green House Gas (GHG) emissions and a lower carbon footprint, making it better for the environment.

 

We are confident that this technology shall help us push the boundaries of innovation in the industry," said Adarsh Nair, CEO of Airtel Digital.

 

“AI-powered speech analytics is helping human agents improve customer service and satisfaction. With Nvidia AI software, Airtel is boosting call centre operations while growing efficiency and saving costs,” added Vishal Dhupar, managing director of South Asia at Nvidia.

 

As per Airtel, its contact centre operations, which serve more than 360 million customers and answer more than 100 million calls yearly, are among the busiest in the world. 84% of the calls that Airtel receives and routes to its contact centres are processed by an automated speech recognition algorithm.

 

"This helps Airtel identify areas of improvement for the agent when they interact with the consumers, leading to better customer experience," the company said. Airtel says this technology will be able to detect if a person is on hold for long and make necessary corrections to reduce hold time.