Tata Communications Announces AI-Powered Portfolio For Customer Interactions

Tata Communications has announced Kaleyra AI, an artificial intelligence-powered portfolio for improving customer interactions. Designed to integrate with communication channels and live agent interfaces, the suite will leverage generative AI to provide streamlined and personalised customer interactions. 

The portfolio will initially offer three capabilities that go beyond traditional communication tools.

The Gen AI Template Generator for WhatsApp capability will enable the crafting of personalised templates and message variants for WhatsApp. It will help enterprises to automate marketing tasks and augment response rates while maintaining a consistent brand voice.

The Conversational AI Data Reporting capability will enable the transformation of complex data queries into insightful reports with easy-to-understand visualisations. By processing natural language data queries from customers, it will deliver tailored, AI-powered analytics quickly. 

The Conversational AI No-Code Builder will allow business users to create ‘interaction assistants’ that offer natural, conversational responses (without any programming knowledge) in text and rich media formats for customers and workforces. The platform will also allow enterprise customer support and marketing teams to build rapport through intelligent engagement. 

“Kaleyra AI represents a powerful leap forward and will be a force multiplier for enterprises to accelerate business growth,” said Mauro Carobene, head of Customer Interaction Suite, Tata Communications. “For customer-facing roles, the portfolio will significantly improve engagement and interaction rates. In early controlled demos, we observed marked reductions in mean time to respond and resolve issues, especially during peak query volumes.”