New Delhi: Uniphore Software Systems, a global conversational AI company, organized its first ever flagship event ‘Conversational AI Leadership Summit 2018’ recently in New Delhi. First of its kind in the country, the summit had industry leaders, CEOs and technology journalists under the same roof engaging actively in conversations about AI, machine learning and speech recognition technology.
The industry captains spoke about how enterprises are leveraging disruptive technologies in delivering superior Customer Service and developing a seamless customer experience system for the enterprises to bank on.
Speaking during the fireside chat, Umesh Sachdev, Co-founder, and CEO, Uniphore Software Systems, said “We are beginning to see enterprises realize voice is the next interface. As the leaders in the space of conversational AI, we are thinking about what is going to be the best adaptation of this across different markets and user groups.
Five years from now, we want to completely disrupt and dominate the new customer service experience that any industry or any consumer might want.
“Conversational AI is at an inflection point with speech analytics, AI technologies, real-time processing capabilities, automation through conversational bots, and voice biometrics all coming together to deliver superior customer experience and drive business outcomes,” he added.
John Chambers, former CEO and Executive Chairman of Cisco and CEO of JC2 Ventures said, “I believe that Uniphore has the potential to lead the customer experience sector and emerge as a role model in the enterprise segment. Voice is going to be the dominant user interface of the future and when you integrate it with AI, you have a combination that can completely change not only the customer experience but a market at-large.”
The event started with a keynote fireside chat between John Chambers and Umesh Sachdev, moderated by Sukumar Ranganathan, national editor of Hindustan Times. The summit also had two-panel discussions.
The first one was on ‘Impact of Conversational AI on Enterprises’ moderated by Leslie D’Monte, National Technology Editor of Mint, and panelists included Kalidas Ghose – CEO, FE Credit, Tarun Chugh – MD & CEO, Bajaj Allianz Life, Ashish Srivastava – CEO, PNB MetLife, Ernest Leung – Head of Sales Management- WM, BNP Paribas.
The second panel discussion was on ‘CX Impact through Conversational AI’ moderated by Manoj Menon, Senior Business Partner, Frost & Sullivan, where the panelists were Shankar Mummaneni, Vice President & Practice Leader – Genpact, Harsh Vinayak – SVP, NTT Data, Pranay Anand – Director, Customer Experience, Dimension Data Asia Pacific Pvt Ltd, Ravi Saraogi, Co-founder & APAC President, Uniphore.
The total available market for Conversational AI and analytics is estimated to be around 20 billion US Dollars. Conversational analytics, which is AI solving an unsolved problem, is a USD 5-6 billion opportunity globally. The conversational assistant, which is the automation opportunity, is much larger, at $30 billion.