Exotel. Real-time AI voice bots for a cloud telephony platform.
talks
The Fifth Elephant
Lessons from building real-time voice AI applications
Exotel is a cloud telephony and customer communication platform that helps enterprises automate voice, messaging, and customer conversations.
We helped Exotel automate customer calls with AI voice bots, improving call containment by 10%.
We built real-time voice bots that talk with customers and handle calls on their own, understanding a range of Indian languages and accents so people can simply speak naturally.
We created a clear way to measure how well the bots understood callers, then used it to make them better, resolving 10% more calls end to end without handing off to a human agent.
We built an AI platform to review the quality of customer conversations across teams, working with 50k+ calls and around 10 million daily records, so everyone can see how their conversations are going almost as they happen.
We made this AI platform run faster and more reliably in production, and improved the visibility for teams to catch and fix problems before customers noticed.
We shaped technical decisions across teams, including how to build and ship AI reliably, and introduced good documentation practices.