Vi, India’s leading telecom service provider with nearly 270 million customers, and ORISERVE, a start-up in the Conversational AI for revenue acceleration space, recently received a top global prize award for the best chat-bot integration with Google Business Messaging platform by Google. Vi’s VIC Chat-Bot is an industry-first integration in India where Vi customers can experience 24X7 real-time conversations and also leverage live agent assistance.
Google’s global developer ‘Build-An-Agent’ contest is a competition where more than 200 global Google partners create and launch innovative experiences on Google’s Business Messages platform and a team from Google selects and awards the best live chat developers.
Launched in early 2021, this innovation enables users searching for Vi or Vi Stores on Google Search or Google Maps to find ‘Chat’ or ‘Message a Live Agent’ button against search results through which they can interact with the virtual agent, VIC, to get their queries answered instantaneously. VIC can be used to check billing information, activate packs, new connection, add recharges and payments, check balances, VAS and much more.
VIC pushes the envelope on several fronts, being a technological marvel, intermingling with 150+ systems at the backend, for real-time computations on billions of customer scenarios, in an environment that is fully encrypted and secure. At the frontend, it mimics human conversations to help customers achieve their goals with Vi, in a simple and effective manner. With this seamless and invisible technology, Vi has been able to provide superior customer service to its users especially during the pandemic. In the last few months, it has seen a substantial increase in usage amongst customers.
Jagbir Singh, Chief Technology Officer, VIL said, “We have always been at the forefront of adopting cutting edge technologies to enhance customer experience. Our industry-first VIC is an intuitive, simple-to-use, secure solution that allows customers to converse with Vi by leveraging the power of AI. Its integration across platforms, including the award-winning Google Business Message integration, has helped us substantially enhance customer experience. We are happy to receive this recognition along with our technology partner, ORISERVE. Their global first automation stack is enabling us to stay at the forefront of industry leading customer experiences, across languages and geographies, with agility.”
Maaz Ansari, Co-founder at ORISERVE said, “Humanising conversations at enterprise scale is something we’ve finally achieved. VIC presents one such challenge where we’re consistently realising outcomes that beat human performance while providing assistance, sales closures and recommendations, outpacing all other human-first mediums of interaction.”