On February 23rd, Bharti Airtel, India’s leading telecommunications service provider announced that it has built an AI-based solution through collaboration with NVIDIA to improve the overall customer experience for its contact centre.
Airtel contact centre operations are amongst the busiest in the world as they service 360 million+ customers and handle over 100 million calls annually. Since Airtel’s top priority remains to deliver high-quality experiences to consumers. Manual solutions to audit the contact centre agents were a challenge at this scale.
Today, Airtel runs an automated speech recognition algorithm on 84% of its calls to identify areas of improvement for the agent when they interact with the consumers, leading to a better customer experience. For example, if an agent put a consumer on hold for a long time, Airtel would be able to detect this and reduce hold time making necessary corrections. Applying these insights at a scale as large as Airtel is normally very expensive due to the heavy computing requirements.
Airtel has implemented automated speech recognition technology, using NVIDIANeMo and NVIDIA Triton Inference Server. The software accurately interprets language using NVIDIA’s advanced software and Airtel’s deep learning-based automatic speech recognition (ASR) models. This technology is environmentally friendly and delivers output at 30% of the typical computing cost with a lower carbon footprint.
Speaking about the engagement, Adarsh Nair, CEO of Airtel Digital, said
“We are thrilled to be working with NVIDIA to build cutting-edge solutions that allow us to serve our customers better. AI has the potential to revolutionize the way we do business, and we are confident that this shall help us push the boundaries of innovation in the industry.”
Vishal Dhupar, Managing Director of South Asia at NVIDIA, said
“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.”
Airtel sees its partnership with NVIDIA as a major step forward in the use of AI within the telecommunications industry. The collaboration is expected to have a significant impact on how technology is used to serve customers. Airtel is actively exploring next-generation technologies, including AI and ML, across various aspects of its operations.
For instance, AI and ML are being utilized by the network teams to optimize tower deployment, and in the Wynk music service to offer personalized experiences.
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