Mumbai: AI-powered voice agents are transforming the way businesses engage with customers, providing instant, personalized responses and streamlining communication processes across various industries. Amidst this transformation, Superbot, an AI-powered voice agent startup, founded by Sarvagya Mishra and Ankit Ruia in 2018, stands out as a pioneering solution.
Based out of Gurugram, Superbot bridges the communication gap between organisations and their clients with its intelligent, AI-powered capabilities. With the potential to handle over one million calls a day, Superbot ensures seamless, 24/7 customer support, making it an essential tool for businesses looking to enhance customer engagement and satisfaction.
To gain deeper insights into Superbot's overall business framework and its solutions, Indiantelevision.com caught with Superbot co-founder & director Sarvagya Mishra.
Edited Excerpts:
On the inspiration behind starting Superbot in 2018 and the journey till now
Our journey with Superbot began as a response to a challenge we faced while managing PinnacleWorks, our parent company in the education sector. Despite our diligent efforts and the deployment of dedicated counsellors, we encountered costly delays in addressing student queries, leading to missed opportunities and reduced conversion rates. This prompted us to conceive an automated chat agent capable of comprehending the sentiment behind customer queries and responding with human-like empathy. Initially designed for the education sector, Superbot quickly gained traction, becoming the preferred solution for round-the-clock customer query management among over 100 educational brands within a year. However, we soon realized that there was a need to proactively engage customers to boost ROI. This prompted us to evolve Superbot into an AI-powered conversation Agent, proficient in intelligent dialogues over telephony channels. As we transitioned Superbot into a versatile SaaS product, we expanded its capabilities to cater to diverse industries, addressing various calling needs from conducting large-scale surveys to handling critical tasks like lead verification and payment reminders. One of its standout features is serving as a 24/7 incoming helpline, guaranteeing zero wait time for user inquiries. This significantly reduces average handling time (AHT) and enhances customer satisfaction (CSAT). Today, Superbot is capable of managing over one million calls per day and supports 10 plus languages, with ongoing efforts to include more. It has become instrumental in facilitating seamless communication for businesses across India, and I am immensely proud of the journey Ankit Ruia and I (Sarvagya Mishra) have undertaken to make this vision a reality.
On Superbot bridging the communication gap between organisations and clients
Superbot bridges the communication gap between organisations and clients through its advanced AI-powered capabilities. Using cutting-edge natural language processing (NLU) and automatic speech recognition (ASR), Superbot responds to customer queries over calls in real time, reducing response times and enhancing satisfaction. In the education sector, it manages student inquiries, provides course information, and ensures 24/7 availability for prompt and accurate responses. Also it is being utilised by various organisations to verify their incoming leads on a real-time basis, and profile them, while saving 60 per cent of their counsellors time. In e-commerce, Superbot assists with product inquiries, order tracking, and issue resolution like returns or refunds, improving customer experience and reducing operational costs. Healthcare uses include patient queries, appointment scheduling, and service information, improving efficiency and satisfaction. With multilingual support, Superbot serves diverse customer bases, making it essential for organizations aiming to enhance customer service with faster, more accurate, and personalised responses, fostering stronger client relationships.
On the unique features that Superbot offers to help brands stand out in a crowded market
Superbot is a highly versatile platform, uniquely positioned to meet the diverse communication needs of various industries. One of its standout features is its in-house speech recognition modules, which achieve an exceptional accuracy rate of over 92 per cent. This capability allows Superbot to excel in understanding local Indian dialects and pronunciations, ensuring clear and effective communication with customers across different regions. Moreover, Superbot offers a user-friendly DIY platform that empowers businesses to customise their conversational experiences. This feature provides greater control and flexibility, allowing businesses to tailor Superbot's interactions to their specific requirements without extensive technical knowledge. Additionally, Superbot supports over 100 use cases, demonstrating its versatility and adaptability across different industries. From e-commerce to healthcare, Superbot streamlines operations by handling tasks such as appointment scheduling, order confirmations, customer support, and more. This broad application makes it a comprehensive solution for businesses seeking to enhance customer engagement and operational efficiency. Furthermore, Superbot's scalability is another key advantage. It can manage over one million concurrent calls per day, ensuring reliable performance even during peak times. This scalability, combined with its advanced AI-powered conversation capabilities, positions Superbot as a leading choice for businesses looking to improve customer satisfaction and stand out in a competitive market.
On the role you see Superbot playing in the future of advertising and marketing
At Superbot, we're leading the charge in revolutionising advertising and marketing by capitalising on the increasing prominence of voice bots in consumer interactions. According to a Deloitte study (2022), it's projected that by 2030, voice bots will contribute to 30 per cent of total e-commerce sales, highlighting the growing importance of voice-based communication channels in driving business transactions. With the voicebots market size estimated to reach $98.2 billion by 2027, growing at a CAGR of 18.6 per cent during the forecast period 2022-2027, the opportunities for voice-based technologies like Superbot to transform businesses of all sizes are immense.
At Superbot, we harness advanced AI-powered conversation capabilities to enable personalised and interactive engagement with customers. This empowers brands to deliver tailored messages and promotions directly through voice channels, enhancing customer interaction and conversion. Our 24x7 incoming helpline ensures zero wait time for user inquiries, significantly reducing average handling time (AHT) and enhancing customer satisfaction (CSAT). With our scalable and versatile platform, Superbot also supports various marketing strategies, from conducting surveys and gathering feedback to providing real-time assistance and personalized product recommendations. By integrating these cutting-edge capabilities, we empower businesses to drive innovation and efficiency in their advertising and marketing efforts, enabling them to maintain a competitive edge over their rivals.
On Superbot ensuring credibility and reliability in the era of AI and deep fakes
At Superbot, we ensure credibility and reliability in an era where AI is frequently misused through stringent security measures and ethical practices. We maintain data security with advanced encryption and hold ISO 27001 certification, ensuring secure storage and protection of user data against unauthorized access. Our robust authentication processes verify user identities, guaranteeing interactions with legitimate users and not malicious entities. We source information from reliable databases, ensuring responses are based on credible information and not susceptible to manipulation or misinformation. At Superbot, we also promote transparency by clearly communicating our capabilities and limitations to users, fostering trust. We adhere to ethical AI guidelines, ensuring our algorithms are fair, transparent, and free from biases. Continuous monitoring of performance and user feedback allows us to promptly address any issues that could affect credibility or reliability. Partnering with industry leaders and complying with regulatory standards further enhances Superbot's credibility, providing a secure and trustworthy conversational experience.
On Superbot enhancing customer engagement and retention for brands and transforming customer support for local businesses through AI-powered voice agents
Superbot is revolutionising how brands engage and retain customers through its cutting-edge AI-powered voice interactions. It leverages advanced natural language processing and emotional intelligence to deeply understand customer queries and provide highly personalized, empathetic responses. This fosters meaningful connections and unparalleled customer intimacy, going beyond transactional interactions to cultivate brand loyalty and advocacy. Superbot's multilingual capabilities ensure seamless communication across diverse regions, breaking down language barriers. By intelligently automating routine inquiries and streamlining complex processes like appointment scheduling or order confirmations, it drastically reduces response times, elevating customer satisfaction to new heights.
For local businesses, Superbot offers a cost-effective and infinitely scalable solution for 24/7 exceptional customer service without compromising quality. Its real-time data access ensures prompt resolutions by providing the latest information. Additionally, Superbot's feedback and survey tools enable continuous improvement, ensuring businesses can consistently meet evolving customer needs. Through its transformative voice capabilities, Superbot empowers brands to proactively engage customers, minimise churn, and build lasting, trust-based relationships. Local businesses gain a competitive edge by delivering unparalleled AI-driven customer experiences that transcend traditional limitations.
On the impact of Superbot's DIY portal on businesses of various sizes
Superbot's DIY (do-it-yourself) portal empowers businesses of all sizes to harness the power of AI-driven voice interactions without the need for extensive technical expertise. This user-friendly platform allows organizations to customize and tailor conversational experiences according to their specific needs, fostering a seamless integration with existing processes and workflows. For smaller enterprises, the DIY portal serves as a cost-effective solution, eliminating the barriers typically associated with implementing advanced AI technologies. It enables them to elevate their customer engagement strategies and deliver personalized experiences on par with their larger counterparts. Conversely, for larger corporations, the DIY portal offers unparalleled flexibility and control, allowing them to fine-tune Superbot's capabilities to align with their unique business requirements and scale operations as needed. This democratisation of AI-powered voice solutions levels the playing field, enabling businesses of diverse sizes and industries to leverage Superbot's transformative potential and gain a competitive edge in the ever-evolving landscape of customer experience management.
On your future plans for Superbot, including global expansion
At Superbot, our immediate focus is to solidify our position as the leading AI-powered voice agent solution in India. We intend to make an indelible mark across the nation by refining and augmenting our offerings to cater to the diverse needs of various industry verticals and regions. This strategic approach will enable us to gain a comprehensive understanding of the unique communication challenges faced by businesses operating in different sectors and geographic locations within India. By tailoring our solutions to address these specific requirements, we aim to establish Superbot as the go-to platform for seamless customer engagement and support across the country. Our commitment to continuous improvement will drive us to consistently enhance our natural language processing capabilities, expand our multilingual support, and integrate cutting-edge technologies to deliver unparalleled experiences for businesses and their customers.
Once we have firmly established our presence and gained extensive insights from our nationwide operations, we will be well-positioned to embark on a global expansion strategy. With a robust foundation built on our success in India's diverse market, we will leverage our expertise to adapt and localize our offerings for international markets. This will involve integrating new languages, cultural nuances, and region-specific communication preferences, ensuring Superbot's relevance and effectiveness transcends geographical boundaries. Our global expansion plans will be driven by a steadfast commitment to innovation, collaboration with local partners, and a deep understanding of the unique challenges faced by businesses in different regions.
