Tata Communications’ Kaleyra AI to redefine customer interactions

Developed by Tata Communications, Kaleyra AI is designed to integrate effortlessly with communication channels and live agent interfaces.

One of the most important use cases of GenAI is its capabilities in enhancing the customer experience. Since ChatGPT was unveiled, the focus remains the same, with core capabilities of GenAI focusing on improving business communications and customer service.

Given this need, Tata Communications has unveiled its version of an AI-powered tool that is set to redefine customer interactions. Kaleyra AI is a game changing AI portfolio that will offer three distinct capabilities that go beyond traditional communication tools.

Developed by Tata Communications, Kaleyra AI is designed to integrate effortlessly with communication channels and live agent interfaces. The suite leverages GenAI capabilities to provide a competitive edge through streamlined, personalized and highly engaging customer interactions.

Mauro Carobene, Head of Customer Interaction Suite at Tata Communications commented that Kaleyra AI represents a powerful leap forward and will be a force multiplier for enterprises to accelerate business growth.

Among the features that will be available include a GenAI template generator for WhatsApp. Given the increasing use of the social messaging app by businesses in Asia Pacific, the capability will enable the crafting of personalized templates and message variants for WhatsApp. The roadmap includes extending similar capabilities to other communication channels, such as SMS and rich communication services.

According to Tata Communications, by crafting messages that resonate with the audience and leveraging each channel’s points of strength, enterprises will be able to automate marketing tasks and augment response rates, while maintaining consistent brand voice and relevance with their customers.

Another feature of Kaleyra AI is its capabilities in conversational AI data reporting. Thiadvanced reporting capability will enable the transformation of complex data queries into insightful reports complete with engaging, easy-to-understand visualizations. Businesses can have access to AI-powered analytics in seconds which are delivered by processing natural language data queries from customers.

The third capability of Kaleyra AI is the conversational AI no-code builder. This capability will empower business users to create interaction assistants that offer natural, conversational responses (without any programming knowledge) in text and rich media formats for both customers and workforces, simplifying complex data analysis and accelerating decision- making.

“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,” said Carobene.

While Kaleyra AI will only be offered in beta to select Tata Communications customers early next year, the general availability release on Tata Communications’ AI Cloud is anticipated in the first half of 2025.