BlackNGreen, a Dubai-based company renowned for its technological innovation in the telecom industry, has challenged the conventional norms of customer service with its AI platform. In this exclusive Q&A, Rahul Gupta, founder of BlackNGreen, discusses their journey, the technology behind their new venture Nexiva, and their vision for the future.
Interviewer: BlackNGreen has been recognized as a leader in innovation within the telecom industry, particularly for developing groundbreaking new products that have a massive impact on the industry. What is the cornerstone of this reputation?
Rahul Gupta (RG): At its heart, BlackNGreen has always been about innovation, a global perspective, and a fantastic team. Our team is constantly exploring new technologies and asking ourselves how we can use them to improve the world. Our biggest strength has been keeping abreast of the latest technologies in the world, our ability to spot a large problem at global scale and then marrying various different technologies with our industry knowledge to create a great product.
We have developed a great product development and R&D team which makes amazing user friendly products and innovative sales philosophy which helps us take these products around the world quickly.
Interviewer: What inspired your journey into AI, and how has it changed the way you think about solving customer care challenges?
RG: It was my very first chat with ChatGPT. It was a Eureka movement. Someone who can understand and talk so well. That led me and my team to start through research in understanding this tech. We were fascinated by its potential. The first use case we figured out which we can do with this tech was, customer service, as we all were so frustrated by even thought of calling any customer care. The endless holds and inefficient replies by agents and many time language and understanding issues.
We had deep experience in handling voice and chat products at extremely large scale for telcos, so the first problem we figured out we could solve for our telco clients was that of customer care and that's how our journey into customer care started. But since that time, our landscape has grown much beyond telcos as every large enterprise has this problem. Now we are solving the problems of banks, insurance companies, food deliveries, governments and many more…
We haven't stopped at customer care. Our teams are now working on solutions of call assistant as well as virtual receptionist for telcos and we will continue to find newer ways where we can use AI to come out with great innovative products.
We all know how frustrating customer service can be. We've all been there – stuck on hold, navigating endless menus, feeling like our time and needs are not valued. We wanted to change that. We saw how much businesses were struggling with the high costs and inefficiencies of traditional customer service, and we knew there had to be a better way.
That's when we discovered the power of large language models (LLMs). We realized that AI could be the key to transforming customer service, making it faster, more efficient, and more personalized. That's why we created EVA.
EVA understands complex questions, provides personalized responses, and integrates very easily with existing systems. It's cost-effective, easy to deploy, and our clients tell me it has made all the difference.
Interviewer: Could you tell us about the early days of developing EVA? How did the idea take shape?
RG: At BlackNGreen, we've always been early adopters of new technology. With our deep expertise in communications technology and our experience working with telecoms across the globe, we saw the potential of AI to solve many of the challenges we were facing.
The idea for EVA came from our belief in the transformative power of LLMs. We knew that LLMs could be the foundation for a truly revolutionary customer service solution. But we also knew that it would take more than just LLMs – we needed to integrate various technologies to create a comprehensive and effective solution.
We brought together a team of brilliant minds from leading engineering colleges and combined their expertise with our experienced colleagues. We spent two years researching, developing, and testing EVA, constantly refining it based on feedback from our industry partners. It was a challenging but incredibly rewarding journey, and I'm so proud of the solution we've created.
Interviewer: The EVA Intelligence seems like a particularly integral part of everything. What makes it so special?
RG: The EVA intelligence is at the heart of our AI-powered customer care solution. It's what makes EVA so intelligent and adaptable. What makes it truly special is its ability to dynamically choose the best AI model–depending on the customer interaction taking place. This ties back into how the algorithm learns from each interaction, improving itself continuously so it understands what people truly want. We even went a step further and utilized sentiment analysis so the models understand customer emotions and can respond accordingly.
Of course, like we talked about, the platform itself is designed specifically to work seamlessly with nearly every system, be it CRMs or ticketing platforms. No coding required.
In the event that a human handover is actually needed, the EVA intelligence will provide the agent with a summary of the situation. It’s fool-proof, if I can say so.
EVA is of particular note because it allows businesses to automate routine tasks, reduce costs by at least 40%, and provide exceptional customer experiences. It allows human agents to focus on more complex issues that require their skills, ultimately leading to greater efficiency and customer satisfaction.
Interviewer: We understand that BlackNGreen has an AI research team in India. Can you tell us more about their expertise and how they've helped shape EVA?
RG: India has an incredible pool of talented engineers, and our team there has been absolutely essential to EVA's development. We established our AI research facility in India two years ago, and it has significantly accelerated our progress. For example, our team in India played a crucial role in developing EVA's natural language processing capabilities, allowing it to understand and respond to complex customer queries with remarkable accuracy.
We've been consistently impressed by the dedication, hard work, and ingenuity of our team in India. They've brought a unique perspective and skillset to the table, and their contributions have been invaluable. At BlackNGreen, we believe in harnessing talent from around the world, and our experience in India is a testament to the power of global collaboration.
Interviewer: What kind of impact has EVA had on your clients so far? And what are your predictions for the future of AI-driven customer service?
RG: The response to EVA has been enthusiastic. In just five months, we're already on track to generate significant revenue and project strong year-on-year growth. Leading companies like Micoope, Forza Delivery, MTN Group, Umniah, Moov, Africell etc are already seeing the benefits of EVA's capabilities.
We're incredibly excited about the future of AI-driven customer service and the potential it has to create amazing experiences for both businesses and their customers. We believe solutions like EVA will become important tools for businesses to provide efficient and personalized support. We're particularly excited about the potential of cloud-based customer care, a rapidly growing market where EVA can provide flexible and scalable solutions.
Versatility is another key strength. Whether it's handling fraud alerts in banking or troubleshooting in telecom, EVA can adapt to the unique needs of any industry. EVA will continue to lead the way in transforming customer service.
Interviewer: What industries in Dubai do you think EVA can Disrupt ?
RG: Dubai, being a hub for innovation and technology, presents a fertile ground for EVA to disrupt and transform various industries and as an early adopter of AI, many government bodies such as Dubai Police, DEWA, Sports Authority, DU Telecom have shown their desire to be more efficient to engage users using AI.
Private enterprises in Banking, Insurance, Logistics all have shown enthusiasm to automate their conversations with their Consumers.
Also we are integrating EVA with Dubai’s own LLM Falcon to deliver great locally relevant model for better results
Interviewer: What are your Future Plans pertaining to EVA ?
RG: We are focusing on large enterprises as a market and towards end of 2025 we will have our cloud customer care solution ready, which will allow small to Medium enterprises to configure their customer care in less than an hour
We are also working towards new innovative solutions for telcos like personal assistant and virtual receptionist along with customer care initiatives, which we plan to introduce to most of our existing 160+ telco clients and plan on adding 50 more telecom operators in the next 18 months.
Interviewer: What do you search for in a person when you decide to make someone a part of the team at BlackNGreen?
RG: BlackNGreen is a place for passionate, creative individuals who want to make a real difference. We look for curious and driven people who are eager to learn, constantly challenge the status quo, and explore AI's potential to transform industries. Teamwork is essential, and we value those who bring unique skills and ideas to solve big challenges.
As problem-solvers, they should be creative, resourceful, and determined to tackle significant customer service challenges. Given the nature of AI, we require adaptable and resilient individuals who can quickly adjust to new situations and embrace change.
Right now, we're aggressively expanding our team and have 25-30 open positions for talented technical individuals with a problem-solving mindset. If you're ready to join a company that's shaping the future of customer service, we encourage you to apply!
To learn more about BlackNGreen’s open positions and company culture, visit its Linkedin page at BlackNGreen or contact the BlackNGreen HR department at HR@blackngreen.com.
Interviewer: Looking back at your journey, what advice would you give to entrepreneurs who are aiming to disrupt traditional industries with AI solutions?
RG: Understand your market deeply and don't be afraid to take action. AI has the potential to revolutionize every industry, but success requires purpose-driven innovation. Focus on solving real problems and building solutions that not only meet current needs but also anticipate future challenges.
One of the most important lessons I've learned is to surround yourself with a talented and passionate team. When we started Nexiva, we were a small group with a big dream. It was the dedication and expertise of our team that allowed us to turn that dream into reality.
Most importantly, stay agile and keep learning. The world of AI is constantly evolving, so it's crucial to adapt and embrace new ideas. To all the aspiring entrepreneurs out there, I say: don't be afraid to disrupt traditional industries with your AI solutions. The future is yours to create!
No hay comentarios:
Publicar un comentario