Intelligent customer experience

AI and automation are changing the business landscape in more ways than one. Taking the AI advantages to customer experience to bolster business returns and to establish brand image is what the husband-wife team of Manish and Rashi Gupta based their venture on. Manish holds an Integrated Master’s in Technology in the field of Mathematics & Computing and had 18 years of industry experience. Rashi, on the other hand, graduated in Mathematics Hons from DU and also holds PhD in Data Analytics from University of Helsinki, Finland. They share their entrepreneurial journey in this new field:

The concept

Rezo.AI simplifies workflows by performing many of the time consuming, manual tasks which humans are unable to perform at the speed and scale required for efficient and effective customer interactions. Rezo.AI takes into consideration historical conversations of brands with their customers. Feeding this into its AI engine, the start-up uses the machine-learning algorithms and helps automate the entire customer journey. 

Inspiration

As Manish and Rashi travelled across continents, they found a huge difference in the customer experience quality between India and rest of the world. They realised that even when brands were spending anywhere around 10 per cent of their top line on customer experience, the quality was no way close to international standards. Reason being long gestation of feedback leading to delayed improvement cycles, high rate of churn in customer experience departments, low transparency to the management. Rezo.AI was, hence, born out of their intent to enable brands in providing an unmatched experience to their customers at a fractional cost. Today, Rezo.AI provides tailored solutions for business verticals like Education, Travel, Logistics, e-commerce, Banking, etc.

Future plans

With some great rollouts as well as pilots underway, Rezo.AI is on a path to revolutionise customer experience. Discussions with over couple of dozen enterprises are underway across the globe; the company might go for international expansion earlier than planned. The company also plans to hire 50 more employees in the next two years. 

A word of advice

Take the time to do extensive market research and listen closely to your ideal client’s needs. 

Fast, reliable, efficient and effective customer service can be the difference between your company being a winner or loser in today’s highly competitive marketplace. 

Focus on setting & achieving small incremental goals. 

— As told to Geetu Vaid

Challenges

A B2B start-up is always a test of patience while keeping a close eye on the cash flows. Giving birth to a futuristic business and further scaling it up effectively was challenging. First of all co-founding a company had challenges such as cyclic ideation, POC, and validation. The other challenges included lead generation, brand awareness and development, partnership decisions, etc.