Sony India redefines customer experience with Isha
By MYBRANDBOOK
Pioneering voice automation in customer service, Sony India has recently launched voice AI agent services at their Customer Experience Center. Powered by Yellow.ai, a leading enterprise-grade conversational AI platform, the voice AI agent ‘Isha’ assists customers and dealers to register requests for televisions and home theatre installations. This voice AI support is available pan India at 1800-103-7799, delivering 24x7 services in English, Hindi, and Bengali and can switch to a live agent on customer’s request. The AI-powered speech recognition supports fast, accurate and lifelike customer conversations. Sony India is amongst the first few consumer durable brands to embrace AI powered voice agents in the after-sales services arena.
“With our constantly expanding customer base and vast network of dealers, Sony India recognizes the need to provide 24x7 assistance with a dedicated helpline for quick sales and service support. With deep back-end integration with the Sony CRM, the voice AI agent collects, records and analyzes user information to deliver personalized experiences.” said Vishal Mathur, National Head of Customer Service at Sony India. He added, "We are pleased to join hands with Yellow.ai for their support in taking Sony’s exceptional customer service support a notch higher. Within two months of going live, ‘Isha’ has successfully handled over 21,000 customer and dealer calls with seamless integration. As always, we value our customers who are an integral part of our growth and we endeavour to deliver the best-in-class customer experience".
Raghu Ravinutala, CEO and Co-founder, Yellow.ai said, “Customers today seek hyper-personalised and instant support from brands, with convenience becoming a key differentiator. We have seen voice emerge as a key channel to create such seamless experiences. Our highly trained voice AI agents are equipped with advanced features that allow tailoring speech recognition models to adapt to users’ speaking styles, expressions, and unique vocabularies. Sony India’s ‘Isha’ is an innovative conversational AI solution that is testimony to the power of Voice AI technology. We are excited to work alongside a legacy brand like Sony India towards delivering delightful customer experiences at scale.”
Leveraging Yellow.ai’s proprietary Natural Language Processing (NLP) engine, Isha has improved the customer experience by eliminating IVR wait time, ensuring higher efficiency in addressing unique customer queries. It significantly reduces the workload on human agents, allowing them to focus on critical tasks for customers. At the same time, customers can request a live agent transfer, connecting them to support teams for complex issues.
BREAKING NEWS
TECHNO TRENDS
Nazara and ONDC set to transform in-game monetization with ‘
Nazara Technologies has teamed up with the Open Network for Digital Comme...
Jio Platforms and NICSI to offer cloud services to government
In a collaborative initiative, the National Informatics Centre Services In...
BSNL awards ₹5,000 Cr Project to RVNL-Led Consortium
A syndicate led by Rail Vikas Nigam Limited (abbreviated as RVNL), along wi...
Pinterest tracks users without consent, alleges complaint
A recent complaint alleges that Pinterest, the popular image-sharing platf...
E-Magazine
TECHNOTAINMENT
Netflix adds 'Moments' feature for saving, sharing scenes from
Netflix has introduced a new “Moments” feature on its mobile app, whic
Jacqueline Fernandez come together with YouTuber Mr. Beast for
Jacqueline Fernandez has partnered with American YouTuber Mr. Beast to b
MOVERS & SHAKERS
Visa elevates Rishi Chhabra as new Country Manager for India
Rishi holds a Master’s in Industrial Engineering from The Ohio State Univ
Genesys welcomes Albert Nel as Senior VP and Regional Sales Le
Genesys continues to deepen its investment in the APAC region. Earlier this
OPEN YOUR EYES
INTERVIEWS
Cisco building a trusted and resilient future for the nation
Security is foundational to everything Cisco does and customers insist on e
Autodesk continually pushing the boundaries in the Design and
Autodesk’s vision is of a better world designed and made for all. It inte
HOT PICK
SonicWall Launches TZ80: A Powerful Solution for Remote Office
SonicWall announced today the launch of the TZ80, a groundbreaking securit
Gigabyte X3D Turbo: A Gaming Revolution
GIGABYTE X3D Turbo Mode is a cutting-edge feature that unifies cores distr
MAKE IN INDIA BRANDS
MATRIX COMSEC PVT. LTD.
TATA CONSULTANCY SERVICES
WIPRO LTD.
BHARAT ELECTRONICS LTD.
EMINENT CIO'S OF INDIA
ICONS OF INDIA
Icons Of India : AALOK KUMAR
Aalok Kumar is celebrated as a global leader and recipient of the Peop...
ICONS OF INDIA : RAJIV MEMANI
As Chair of the EY Global Emerging Markets Committee, Rajiv connects e...
Icons Of India : Daisy Chittilapilly
Daisy Chittilapilly is the President of Cisco’s India and SAARC regi...
PARTNER SPEAKERS
PSU
STPI - Software Technology Parks of India
STPI promotes and facilitates the growth of the IT and ITES industry i...
ITI - ITI Limited
ITI Limited is a leading provider of telecommunications equipment, sol...
DRDO - Defence Research and Development Organisation
DRDO responsible for the development of technology for use by the mili...
VIDEOS
Top 25 Brands
Global Indian industry
Indian Tech Talent Excelling The Tech World - RAVI KUMAR S, CEO- Cognizant
Ravi Kumar S, appointed as CEO of Cognizant in January 2023, sets the ...
Indian Tech Talent Excelling The Tech World - Rajiv Ramaswami, President & CEO, Nutanix Technologies
Rajiv Ramaswami, President and CEO of Nutanix, brings over 30 years of...
Indian Tech Talent Excelling The Tech World - Aneel Bhusri, CEO, Workday
Aneel Bhusri, Co-Founder and Executive Chair at Workday, has been a le...
STARNITE AWARDS 2024
ITFORUM 2024
CMO of the Year
WOMEN LEADERSHIP
IMAGE GALLERY
TRENDS IN TECHNOLOGY
MORE VIDEOS
ADVERTISEMENTS
TECHNOLOGY DISRUPTION
UNICORNS REVOLUTIONISING
