News : Vernacular.ai's Voice Assistant VIVA Helps Barbeque Nation
Bangalore, India, Sept, 2019 -- Vernacular.ai is celebrating the success of its Vernacular Intelligent Virtual Agent (VIVA), which has been instrumental in streamlining customer experience for food retail provider, Barbeque Nation.
"Barbeque Nation receives more than 2.5 million calls a year for reservations across their 130 (and growing) outlets in India. With volumes increasing every day, they were facing challenges of hiring new call center agents while keeping up with their rigourous standards of customer experience. Our AI voice assistant, VIVA, enabled them to achieve 70% automation on contact centers with a customer satisfaction (CSAT) rate of 4.5/5 and a 42% decrease in overall call handling time," says Sourabh Gupta, CEO and Co-Founder of Vernacular.ai.
Ahmed Raza, CTO, Barbeque Nation, and the man behind the visionary idea of implementing an automated and centralized call center system in the company, something that was unheard of in the F&B industry, says, "With VIVA, we can handle calls at scale with zero wait time. Improved first call resolution and reduced call handling time has resulted in significant cost savings. After demonstrating higher CSAT scores with a high-quality and user-friendly contact center experience, we have expanded this solution nationally. Vernacular.ai has been a true partner and has worked closely with us to ensure a successful implementation."
Vernacular.ai's solution uses speech recognition and natural language processing technologies to understand the caller's query and resolve quickly through engaging conversations.
"The insights and data from Vernacular.ai enabled us to continue serving customers effectively, ensuring great experiences while driving bottom-line growth," said Ahmed.
Posted by Veronica Silva Cusi, news correspondent
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Vernacular.ai is a multi-lingual AI platform that automates call centers and builds voice assistants for Indian enterprises. The company was launched in 2016 by IIT Roorkee alumni and works closely with leading businesses, enabling them to achieve significant savings on call centers through the use of voice bots. Its Speech-to-Text engine supports 10 Indian languages, covering 100 dialects and accents. The company's technology, products, and platforms are all focused on enabling the next billion Indian users to converse in their native languages for every business transaction.
Published: Friday, September 13, 2019