Tata Communications has announced its new Kaleyra AI solution to enhance customer communications.
Tata Communications pitches Kaleyra as a future-forward, AI-powered flagship portfolio aspiring to redefine customer interactions.
The business outlines that the new portfolio introduces three distinct capabilities. Engineered for seamless integration with comms channels and live agent interfaces, this suite harnesses the power of Gen AI to deliver a competitive edge. Tata Communications adds that enabling streamlined, personalised, and engaging customer interactions sets a new standard for efficiency and customer experience.
“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 at 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. For C-suite decision-makers, our generative AI-powered reporting and insights will enhance visibility into enterprise performance, all via a simple natural language interface.”
Kaleyra AI will be introduced in beta to a select group of Tata Communications customers in early 2025. The general availability of the platform is expected to follow later in the first half of 2025, hosted on Tata Communications’ AI Cloud.
More Specifics On Kaleyra AI’s Feature Set
Tata Communications says the initial capabilities offer tools for businesses seeking to bolster customer engagement, streamline operations, and drive data-informed decisions.
One key offering Tata Communications outlines is the GenAI Template Generator for WhatsApp, which allows enterprises to create personalised templates and message variants tailored for WhatsApp. The roadmap includes expanding this capability to extra comms channels like SMS and Rich Communication Services (RCS).
By crafting messages that resonate with audiences and utilising the unique strengths of each channel, Tata Communications suggests businesses can automate marketing tasks, boost response rates, and maintain a consistent brand voice that remains relevant to their customers.
Another advanced tool is Conversational AI Data Reporting, which Tata Communication asserts is designed to convert complex data queries into clear and engaging reports with intuitive visualisations. By processing natural language queries, the system rapidly delivers customised, AI-powered analytics so businesses can make data-driven decisions without relying on dedicated analytics teams.
Tata Communications highlights that the third offering, the Conversational AI No-Code Builder, elevates interaction design. The company says it enables business users without programming expertise to produce sophisticated “interaction assistants” capable of providing natural, conversational responses in both text and rich media formats.
This tool seeks to simplify complex data analysis, accelerate decision-making, and support enterprise teams in customer support and marketing by enabling immersive engagement.
Tata Communications’ 2024 In Retrospect
Tata Communications and Cisco partnered to launch a Webex Calling solution in India in May.
Webex Calling by Tata Communications was introduced as a pioneering service in India. It combines Cisco’s Webex Calling platform with Tata Communications’ GlobalRapide’s cloud-based voice services. Designed for enterprises in India, this integration leverages cloud Public Switched Telephone Network (PSTN) tech to offer seamless comms and collaboration capabilities.
Meanwhile, Tata Communications and Microsoft partnered to empower voice calling in Teams for India-based enterprises in February.
The Tata Communications GlobalRapide platform streamlines PSTN voice communication for Indian enterprises and multinational companies operating within the country. Through the Operator Connect platform, this service allows users to make and receive carrier-grade calls on Teams-enabled devices from any location worldwide, ensuring reliable connectivity.
