The next time you call Sony’s Customer Experience Centre, you’ll be greeted by Isha. She can converse in English, Hindi and Bengali and is available 24*7. Thinking, how is it possible? Well, it is because Isha is no human, it’s a voice AI agent.
Powered by Yellow.ai, Isha has handled over 21,000 customer calls within two months of going live. It assists customers and dealers to register requests for televisions and home theatre installations and can also switch to a live agent on customer’s request.
The AI-powered speech recognition supports fast, accurate and lifelike customer conversations. The brand says, with robust back-end integration with the Sony CRM, the voice AI agent collects, records and analyses user information to deliver personalised experiences.
The voice AI agent is laced with advanced features that allow tailoring speech recognition models to adapt to users’ speaking styles, expressions, and vocabularies. Sony also states that Isha will substantially improve the customer experience by eliminating IVR wait time and ensuring higher efficiency in addressing unique customer queries. Also, it will reduce the workload on human agents, allowing them to focus on critical tasks for customers.