Rohit,
See the highlighted parts of following news report
appearing in today’s Business Line
OnlineJobsFair and “ Share your Soul “ , are
based on same logic
Hcp
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BENGALURU, APRIL
12:
[24]7 Inc was one of the pioneers in the
BPO space in the early 2000 and along with a clutch of similar enterprises
changed the employment landscape in India offering competitive salaries to
thousands of fresh unskilled graduates.
Today, [24]7 founded by PV Kannan and
Shanmugam Nagarajan in April 2000, during the dotcom boom era, has transformed
itself from a voice-only BPO to digital embracing artificial intelligence and machine learning.
It now wants people to refer it a firm
that offers technology and services that let its clients engage with their
customers much more effectively using digital channels.
What is more significant to note is that
for a company which hired thousands now gets most of its work done through
automation.
For example, in 2016, [24]7 logged in 1.5 billion conversations out
of which 75 per cent were through automated
conversation agents.
Kannan, who is also the CEO of the
company, said that the entire BPO business underwent a major transformation from voice calls to chat boxes and by 2008, [24]7 stopped
offering BPO services.
The company started building automated
conversation agents leveraging on past data.
“If you visit our data centres, you can
see how we help large brands automate their conversations online as well as 800
toll numbers,” Kannan said.
He said as customers start chatting,
artificial intelligence takes over
at the other end and over time, it becomes smarter mimicking the human beings.
Within 3-6 months,
technology becomes smart enough to handle 75 per cent of all the conversations.
However, in case there are issues which
it cannot handle, it immediately gets a human being to take over the chat.
The transformation of [24]7 business
model from voice to digital took nearly eight years.
Kannan recalls his frequent visits to US
call centres where the chat labs were being implemented but they were still
being treated like voice calls.
But soon after the Nasdaq crash, most of
the dotcom companies disappeared.
So, Kannan had to eventually go to big
companies and sell them the idea of moving from voice
calls to chats for customers to
get a better experience.
But these big companies wanted [24]7 to
help them with voice offshoring.
“We were able to eventually influence
them to go digital and that is how the company transformed itself,” he said.
Post 2008, [24]7 stopped selling BPO
services and decided that it will help companies move from voice to digital.
Today, most of the revenues come from
digital and automation.
(This
article was published on April 12, 2017)
With Regards,
hemen
parekh
(
M ) +91 - 98,67,55,08,08
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