The latest trend in the world of AI is voice-based applications. A natural starting point for an enterprise-level voice-based AI applications is the world of customer service, which sometimes requires a human touch or, a human-sounding voice at the other end of the phone.
Microsoft, with its partner Gnani.ai, a “conversational AI platform powered by GenAI to help enterprises build and deploy highly secure & intelligent chatbots and virtual assistants,” has trained its sights on serving India’s diverse, multilingual populace.
The partnership is part of Microsoft’s Digital Natives initiative that focuses on homegrown innovators.
Empowering Indian developers
Microsoft’s commitment to empowering Indian developers forms the cornerstone of its vision for AI innovation, says Sangeeta Bavi, Executive Director — Digital Natives at Microsoft India. Bavi says Microsoft is keen to play its part in fostering a thriving AI ecosystem in India.
“Through initiatives like our Founders Hub (programme), we offer startups and developers access to powerful development tools, cloud resources, and mentorship — all free of cost for the first two years,” she explains. This initiative removes early-stage financial barriers, enabling developers to focus on creating impactful solutions.
Microsoft’s support extends beyond tools and mentorship. “Our extensive AI stack, combined with platforms like Copilot Studio, provides an environment where developers can experiment, refine, and optimise advanced AI models,” Bavi adds. She says this approach accelerates innovation and ensures that developers have the resources to address India’s unique linguistic and cultural diversity.
What is Gnani.ai
Gnani.ai is an AI-first company which, according to Microsoft, exemplifies the transformative potential of its initiative. Leveraging Microsoft Azure’s capabilities, Gnani.ai has developed solutions like the Automate365 platform, which empowers businesses to deploy AI-powered virtual assistants. “Over 150 companies rely on Automate365 to drastically reduce response times and deliver highly personalised interactions,” says Ganesh Gopalan, Co-Founder and CEO of Gnani.ai. “Our Assist365 co-pilot supports contact centre agents in real-time, reducing call handling times by 30-50%.”
Gopalan says the platform’s success lies in its ability to handle millions of daily interactions seamlessly. “With nearly 20 million conversations a day and peaks of over 30,000 automated channels, we need a robust and scalable infrastructure,” Gopalan explains.
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He says Microsoft Azure’s Spot Instances have been instrumental in achieving this scalability while keeping costs low. Spot Instances, or Azure Spot Virtual Machines, are cloud computing resources that enable customers to access unused Azure compute capacity at a discounted price. They are run entirely on Azure’s servers, removing the need for powerful computing hardware.
“Spot Instances allow us to leverage unused compute capacity at a fraction of the cost, which is crucial for maintaining profitability while delivering exceptional customer experiences,” Gopalan says.
Personalisation at scale
As per Gopalan, one of Gnani.ai’s standout features is its focus on personalisation. Using small language models (SLMs) tailored to specific industries, the company says it has created context-aware AI solutions that understand conversational nuances and remember past interactions. “Our voice-first AI captures the nuances of conversations, tailoring responses to each customer’s unique needs,” Gopalan says, “This creates a more engaging and satisfying experience, making interactions feel more human and less robotic.”
Gnani.ai’s focus on personalisation extends to its speech-to-speech AI models, developed in partnership with NVIDIA. These models enable voicebots to engage in natural, human-like conversations, further enhancing customer satisfaction. “Our solutions eliminate latency and hallucinations, ensuring seamless and accurate interactions,” Gopalan adds.
Real-world impact
Gopalan says the versatility of Gnani.ai’s technology has led to impactful applications across industries. He cites the example of the Automate365 platform, which he says has helped lending companies recover over $6 billion in outstanding loans and boosted loan disbursal rates by 35% for major Indian banks. In another instance, an NGO used Gnani.ai’s voice agents to provide vital nutrition information to pregnant mothers in underserved communities.
“Our AI solutions are not just about automation; they’re about making a real difference in people’s lives,” Gopalan says.
Security and cost efficiency
Security and cost efficiency are at the core of Microsoft and Gnani.ai’s collaboration. “Azure’s secure infrastructure provides a robust foundation for enterprises in critical sectors like banking and public service, where compliance and data protection are paramount,” Bavi says. This ensures that Gnani.ai’s clients can trust the resilience and integrity of their AI-powered interactions.
Gnani.ai also employs a multi-pronged approach to maintain profitability. “Beyond leveraging Azure’s cost-saving features, we focus on optimising our proprietary ASR (automatic speech recognition) and TTS (text-to-speech) technology,” Gopalan explains. “This allows us to reduce operational costs while continuously enhancing performance.”
Shaping the future of AI in India
Both companies see immense potential in voice-based AI to redefine customer engagement. “With advancements in AI, we envision technology that delivers real-time, context-aware responses tailored to complex customer needs,” Bavi says. “The future will see AI not just automating tasks but also enhancing the empathy and responsiveness that define exceptional customer service.”
For Microsoft, partnerships with AI-first companies like Gnani.ai are key to shaping this future. “We seek collaborations with innovators committed to solving significant industry challenges through AI,” Bavi points out. “By partnering with companies like Gnani.ai, we’re driving sustainable growth, technological advancement, and meaningful social impact.”
She says Gnani.ai, with its end-to-end ownership of the software stack and industry-specific solutions, is well-positioned to lead this transformation.
“Our development of small language models and speech-to-speech technologies sets us apart … in contact centre automation,” Gopalan adds. “Together with Microsoft, we’re building a future where AI enhances human potential and creates lasting value for businesses and communities alike.”
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