Skit was founded in 2016 by Sourabh Gupta, Akshay Deshraj and Sourabh Gupta, two co-founders of IIT Roorkee.
Skit was founded in 2016 by Sourabh Gupta, Akshay Deshraj and Sourabh Gupta, two co-founders of IIT Roorkee. The voice AI solution for Skit has been designed to improve customer experience and engagement via intelligent voice conversations, while also quickly resolving customer questions. Call centers, or customer contact centers, are essential to operational success because they bridge the gap between consumers and enterprises. Businesses have many options to reach users, including mobile apps, notifications and SMS. Users still call the call center.
THE PROBLEM
Call centers have been a place where high costs and high attrition rates are common. For the end-users, IVRs can be frustrating and wait times can be irritating. Call centers are often used by large Indian companies to spend between $30 million and $50 million annually. We all know that we can call a taxi in 5 minutes, but it takes a while to be redirected to a representative at a call center. Call centers are slow to embrace the latest technological developments despite all the rapid-paced technological advancements. This was evident during the pandemic, which forced many sectors to adopt voice-based automation sooner than they originally planned. The pandemic saw a rise in call volumes. This put additional pressure on traditional IVRs and support agents at call centers to answer all customer queries. This led to longer wait times, more frequent call drops, agent transfers, and increased customer frustration. Customer experience is a top priority for any customer contact center. Voice-tech and artificial intelligence offer customer contact centers the opportunity to overcome customer service issues that have plagued them for years.
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THE SOLUTION
Skit's VIVA is a key component in quickly resolving customer questions and making sure that the customer experience meets their individual needs. VIVA can handle 80% of all call center operations and scales according to the traffic. This ensures that there is no wait time. This allows contact center agents to quickly resolve complex customer queries. VIVA reduced the average call time from 15-20 minutes to 20-30 second. VIVA is a unique service that helps to accelerate engagement strategies and uses innovative speech recognition technology and NLU technology. This allows for the highest level of engagement. Skit, co-founder and CEO, says that "Using our core technology we want to bring the future of customer experience to the world." Every interaction between a company and its customers can be a chance to create something extraordinary. VIVA is disruptive because it offers a new offering to customers. We have a vision to be the global leader in voice automation/AI platforms.
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THE FUTURE
Skit's voice AI platform VIVA, which is based on voice technology, could address the $300 billion voice customer services market. With its ability to adapt to customer preferences, the company hopes to improve customer experience. VIVA's idiolect layer, which allows them to create unique customer profiles based on speech attributes such as age, vocals and gender, eagerness, pace, pace, dialect, etc., will help boost customer experience. VIVA can mimic human conversation and understand the speaker's intention. VIVA can also translate speech characteristics to make it easier for customers to resolve their queries. It can personalize communication by adapting the tone and speech patterns of responses while engaging with customers. Skit has over 100000 hours of training data. This allows enterprises to automate 80-90% their call center operations, while also saving costs.
FACTSHEET
FUNDING: Series B - US $23 million
NUMBER OF EMPLOYEES : 200+
CURRENT PARTNERS : Avaya Cisco Gensys Microsoft
Entrepreneur India Tech Startup of the Year – Artificial Intelligence Award 2020
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To relieve stress, try:
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Yoga
Massage
Exercise
Healthy eating
Talking to a friend or family member.
Develop healthy habits
You can prevent problems from coming your way tomorrow if you make the right decisions today.
Brush your teeth twice daily and floss each day.
Don't smoke.
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