In the age of technology and information, customers have access to a wide array of choices when it comes to products and services. As a result, their expectations of the companies they interact with have risen significantly. They expect timely, personalized, and efficient customer service across various communication channels, such as phone, email, chat, and social media.

To meet the rising customer service expectations, businesses must be proactive in improving and adapting their customer service strategies. This includes investing in training, technology, and processes to ensure that customers receive a consistently high level of service. According to Bain&Co, Companies that excel at customer experience delivery have revenues 4% to 8% higher than the rest of their market.

Microsoft study reveals that across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. These loyal customers have a higher lifetime value for the business, contributing to its long-term success.

With that said India is home to a couple of leading Conversational AI providers that play a pivotal role in enabling businesses to revolutionize their customer service.

List of Best Conversational AI Players in India – 

1. Mihup
2. Verint
3. CallMiner
4. Observe.ai
5. Convin
6. Gong
7. NICE

Mihup.ai

Mihup is a leading conversational AI platform for boosting contact center performance. It was founded in 2016 with a vision to make technology inclusive and accessible for all, regardless of their language, accent, or dialect.

Built on proprietary ASR technology, Mihup offers the best blend of accuracy, speed, and cost-effectiveness. Mihup is an ISO 27001-certified company and ensures world-class information security standards. The conversation AI platform of Mihup has handled over 1 billion interactions for customers ranging from small businesses to enterprises across domains like BFSI, BPOs, e-commerce, logistics, and automobiles.

The conversational AI platform offers two distinct solutions: Agent Assist and Interaction Analytics. These solutions are instrumental in reshaping contact center operations and elevating key business metrics, including increased revenues, enhanced customer experiences, and reduced customer attrition.

Mihup’s Agent Assist equips contact center agents with real-time prompts, Coaching, and automation during live customer interactions, ultimately enhancing experience and customer retention. On the other hand, Mihup’s Interaction Analytics is capable of analyzing 100% of interactions at five times the speed of traditional methods. It provides real-time business insights, empowers the management of agent performance, and facilitates the digitalization of coaching processes within contact centers.

Verint

Verint is a prominent player in the field of conversational AI. With 14 offices worldwide it is headquartered in Melville, New York. Verint is an enterprise software that offers a suite of business intelligence tools to its clients.

Their conversational AI primarily focuses on call transcription, although it does not explicitly support coaching and training use cases. Their services include workforce management, fraud and security compliance, and interaction insights. The platform supports a range of use cases, including compliance, quality control, and workflow management. The software is designed to cater to English-speaking users and offers key features such as auto transcription and customer experience enhancement.

CallMiner

CallMiner, a seasoned player in the conversational AI industry, has a rich history of serving various sectors, including healthcare, insurance, BPO, technology, and more. Their comprehensive suite of services spans numerous use cases, ranging from call transcription and analysis to coaching, sales effectiveness, and fraud detection.

A standout feature of Callminer is its broad language support, encompassing languages such as Arabic, German, English, French, Hebrew, Hindi, Italian, Japanese, Korean, Malay, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, and Chinese. The platform boasts key features like omnichannel collection, speaker separation, playbooks, and redaction, designed to enhance the user experience and extract valuable insights from speech data. While pricing is customized to meet each client’s unique needs, CallMiner offers a range of options to cater to enterprise clients. In addition, their strong focus on customer support underscores their commitment to ensuring client success and satisfaction.

Observe.ai

Observe.ai is at the forefront of conversational AI innovation. The software offers support for essential use cases, including quality assurance and agency coaching, empowering businesses to enhance their operations.

Observe’s language support extends to English and Spanish, making it accessible to a wide range of users. Key features such as AI-driven search, an intuitive moments builder, and built-in intelligence significantly contribute to the software’s effectiveness in deriving insights from customer interactions.

The software excels in capturing 100% of calls, enabling organizations to gain valuable insights into customer responses, identify coaching opportunities, and address compliance requirements. With targeted coaching and the ability to discern the impact of training programs, Observe empowers teams to replicate the best practices of top supervisors and trainers, ultimately driving positive change and improving overall performance.

Convin

Convin is an AI-powered contact center software that harnesses conversation AI to record, transcribe, and analyze customer interactions across omnichannel contact centers. It’s an all-in-one solution for significantly improving contact center performance. Convin’s key products include a Quality Management System for streamlined auditing and reporting, Automated QA to monitor all interactions, a Learning Management System for comprehensive agent training, Automated Coaching for efficient onboarding, Conversation Behavior Analysis for replicating success, Customer Intelligence to uncover insights, and Conversation AI to streamline decision-making and reduce manual tasks.

Gong

Gong stands as a pioneer in the realm of conversational AI, focusing on revenue intelligence and sales training. The software offers versatile use cases, including revenue optimization and sales training, and is especially suitable for enterprises looking to enhance their operations.

Gong supports the English language and boasts key features such as communication capture, integration capabilities with various applications, real-time nudges, and deal qualification.  Gong’s significant contribution lies in its ability to provide real-time insights on customer sentiments, lead health, and potential pitching opportunities, all of which collectively contribute to increased conversion rates. While it may be priced at a premium compared to other tools, Gong is especially valuable for large and small teams seeking to drive success through data-driven insights and sales optimization.

NICE

NICE, formerly known as NICE inContact, stands as the frontrunner in cloud-based contact center software. They’ve established themselves as the leader in the global cloud customer experience platform arena. NICE CXone seamlessly integrates top-tier features like Omnichannel Routing, Analytics, Workforce Optimization, Automation, and conversational AI, all built on an open cloud foundation. NICE’s solution equips organizations to not only meet but exceed customer expectations, offering exceptional experiences by leveraging smart actions and rapid responses. NICE’s DEVone developer program fosters an extensive partner ecosystem, delivering applications from partner companies available on the CXexchange marketplace, purpose-built for seamless integration with NICE CXone. Their status as a market leader is widely acknowledged by prominent industry analysts.

Enthu.ai

Enthu.AI empowers contact centers to enhance revenue and customer loyalty by harnessing the power of AI-driven insights. With Enthu.AI, businesses can achieve complete customer conversation monitoring, automatic identification of crucial interactions, and the provision of personalized, concise coaching and training for agents. Tailored for both revenue-focused and support-driven operations, Enthu.AI is the key to optimizing agent performance, leading to quantifiable improvements in call quality assurance efficiency, customer satisfaction scores, new agent integration, and reduced agent training and coaching time.

Conversational AI players are redefining customer service in India by offering advanced solutions that cater to the unique needs and diversity of the Indian customer base. As the technology continues to evolve, we can expect even more innovative and personalized customer experiences in the future. Businesses that embrace these AI-driven solutions are likely to thrive in the dynamic and competitive Indian market.