Rezo’s AI-powered Contact Center Delivers Faster Results with Microsoft’s AI Capabilities


In today’s world, customer experience (CX) is key. As we move towards the post-pandemic ‘new normal’, it has become essential for businesses to keep customers connected to their services by maintaining transparent communication at all times. But many businesses are falling behind due to their reliance on traditional contact centers or outdated interactive voice response (IVR) systems. While these can help keep costs down if used correctly, they can also irritate customers with inane menu options and long wait times. According to a study by Vonage, 61 percent of consumers think IVRs are a bad experience. One of the main reasons is also that traditional IVRs and contact centers come with a ‘one size fits all’ belief and are not customized for different customers. So while the customer finds the whole process tedious, businesses end up losing customers. Therefore, there is an urgent need for companies to intelligently reinvent CX.

To solve this problem, the IITian couple Manish and Rashi Gupta founded in 2017. The goal was to reduce the hassle customers face when dealing with traditional systems by automating all the tasks that usually occur in contact centers. Rezo’s AI-powered contact center helps businesses avoid customer churn and increase revenue without incurring financial losses through 24/7 real-time responses to customer inquiries with a minimal human interaction.

Added unique Rezo perk to improve CX automates customer conversations across channels such as voice, email, chats, social media, and more, so interactions are fast, easy, scalable, and error-free. The goal was to completely transform CX with unique services that help companies automate interactions between channels, analyze every call and interaction, coach and train agents, and improve CX with built-in RPA. . Their superior services backed by technology enable brands to build a lasting relationship with customers as they deliver more customer-focused conversations, human responses, personalized experiences, multiple question answers, quick fixes and support. in real time 24/7.

Today, companies are slowly becoming aware of the reality of automation, the key to good functioning. This reduces the chance of man-made errors for more efficiency. Rezo ensures that through its bouquet of features such as powerful natural language technology (NLP and NLU) combined with deep learning to interpret the client’s language appropriately, minimalist changes in current systems that enable seamless integration with any CRM and drive automation, multilingual capabilities that ensure you can support any language, easy hosting qualities that make it deployable both in the cloud or on-site, the need and reduced deployment time, making the system ready in 1 to 4 weeks.

“The biggest challenge so far has been putting Rezo on the path to success in an industry where inefficiency is rampant and outshines traditional human-run contact centers. We have successfully deployed our solutions for industrial trucks in many industries and deployed high volumes with 2.5x improved CSAT at 30% lower costs, ”said the founding duo. Apart from that, Rezo is currently helping businesses cut operating costs by 20-30% through the power of technology, AI, and a new collaboration with Microsoft.

Scaling with Microsoft

Rezo recently worked with Microsoft to use their AI capabilities and leverage their services. Microsoft’s Azure AI offers a portfolio of AI services tailored to developers and data scientists. With decades of experience, Microsoft offers flexible AI practices that help creators build and deploy their own AI solutions. Azure AI helps startups access high-quality AI models of vision, speech, language, and decision-making through simple API calls. It allows startups to build their own machine learning models with tools like Jupyter Notebooks, Visual Studio Code, and open source frameworks like TensorFlow and PyTorch.

With Azure, startups have advanced machine learning capabilities, helping them discover latent information, develop enterprise-grade conversational AI experiences while maintaining control over data with Azure Bot Service. Documents can be turned into usable data at a fraction of the time and cost by automating information retrieval with Azure Form Recogniser, supporting a wide range of use cases, including translation for centers. calls, web page localization, internal corporate communications and e-discovery and transcribes speech to text with high-precision, natural text-to-speech and audio translation with Speech Service.

Some of the key areas Rezo wants to address and improve with Microsoft’s technologies are background noise, emphasis, inconsistent quality, and dual-channel separation, among others.

Microsoft Azure is a great addition to any startup’s journey. It allows startups to choose their platform, including open source, deploy a web application or virtual machine in seconds, scale with point-and-click simplicity, get started easily, and efficiently manage IT budgets. .

Dreaming of a successful path

Besides open source hosting and the fact that Azure enables startups to accelerate their innovation with their application platform, a major benefit for businesses is global reach. With Azure AI services, startups can scale quickly, reaching global scale in over 60 announced Azure regions.

“Partnerships in this space are important because they help startups like ours grow faster by leveraging cross-promotion, building on each other’s strengths, filling gaps in areas of growth and by exchanging information, ”said the founders.


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