Reliance Jio unveiled its first patent-filed innovation- an artificial intelligence (AI)-based video call assistant at the India Mobile Congress (IMC) 2019 on Monday. The feature can be accessed via a simple 4G phone call, without the need for installing any other application on the device.
The company claims that the Jio video call assistant has the potential to revolutionise customer support and customer communication use cases. With this AI-based technology, telecom customers problems like endless call-hold music or seemingly never-ending Interactive voice response (IVR) wait-times may become things of the past.
President of Reliance Jio Infocomm Ltd, Mathew Oommen said, “Jio is committed to bringing innovative and relevant digital solutions to enable and empower businesses to conduct their operations more efficiently and video call assistant is one such example of bringing a truly innovative and engaging product for millions of businesses in India.”
Jio has developed the innovative customer engagement video assistant solution in conjunction with Reliance’s US-based subsidiary Radisys, which provides open telecom solutions to service providers worldwide.
Oommen also brought out that Radisys helped them make AI accessible for everyone so that businesses – small or large can reap the benefits of new and emerging technologies. “Radisys’ innovation continues to help accelerate Jio’s global innovation and technology leadership in the areas of 5G, IoT and open source architecture adoption,” he added
AI-powered Jio’s video call assistant will enable businesses and other users with fast and easy resolution of repetitive queries from their customers. Further, with the use of technology, the companies would be empowered to offer efficient and effortless high-quality customer engagement experience.
Reliance also claimed that with the use of a powerful AI-based platform, Jio video bot will be able to listen to customers’ questions and respond to them in the most appropriate way. The platform is also packed with a unique auto-learning feature that will help improve answering accuracy
In a bid to make this technology accessible to everyone, Reliance has also come up with Jio bot maker, a tool that accompanies the Jio bot platform. The maker will help businesses whether small or large to create and customise their own AI-based bot with no-coding and with minimal effort. The video bot can be highly customized to meet various customer engagement requirements while providing a human-like interaction.
To make the bot more attractive for customers, the video assistant also have an unique avatar. A company can use a face of conventional customer care executive, the CEO, the brand ambassador or any other person or character to solve its customer’s queries.
Bots Ready For Customer Service
Increasing demand for Business Process Automation (BPA) through the use of AI and software robots is considered to be the key growth-driving factor for the market. In 2017, global Robotic Process Automation (RPA) market size was valued at $357.5 Mn and is expected to register at a compounded annual growth rate of 31.1% over 2018-2025, according to a market research report.
Recently, in an attempt to become more Indian, Amazon enabled its chatbot with Hindi language support. The ecommerce giant’s automated assistant lets users have natural conversations with non-human customer service agents. It even supports Hindi for chats through the Amazon Android app now. Snapchat, Twitter and Google are recent examples of tech brands trying their hand to improve their customer support with the help of bots.