Coimbatore, India, June 2, 2020 -- Bengaluru-based tech start-up Gnani, which started its journey by providing speech recognition and natural language processing services, has developed Gnani Collection Bot, an AI product that can help BFSI (Banking, financial services and insurance) companies interact with customers through multiple channels including telephony, social media, chat and email.
"Collection of dues is a big issue today, and the cost of the service is phenomenal," said Ganesh Gopalan, founder of the 3.5-year-old start-up. "The current uncertain situation, for instance, has impacted insurance renewals, EMI remittance on loans and credit card payments. The collection bot would send alerts to customers in their local language, engage them in conversation in multiple channels and help push payments to the online mode. It is a multilingual conversational voice bot that can automate customer support calls and outbound call campaigns.
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"It can converse in 12 Indian languages, on telephony line (developing a bot on a telephony line is different as compared with a chatbot) and across channels. We’ve done a few million communications already. A number of insurance companies, credit card and loan institutions are using this bot to address large volumes of routine customer service requests to provide 24x7 customer support."
"Many people resent the IVRS (interactive voice response system), say the call centre waiting time is a pain," he said in a reply to a question.
The company is working with multiple players in the market. "Customers are evincing interest in deploying the bot. The response has been phenomenal, especially in the last 12 months."
Posted by Veronica Silva Cusi, news correspondent
Published: Wednesday, June 3, 2020
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