Swiggy Experiments With AI-Powered Voicetech In Its Call Centre Process

Bengaluru-based food delivery major Swiggy is looking to incorporate artificial intelligence (AI) -driven speech recognition models for its call centre process. The company has partnered with BPO and social enterprise IndiVillage to power the platform's broader AI and machine learning (ML) charter. This engagement will also include voice annotation work that provides training data for Swiggy's ML algorithms. Swiggy, in its press statement, explained that there is a need to efficiently extract information from the call data when a call centre service executives move from one call to another. This will help the executive understand the'voice of the customers' to enable a deeper understanding of the issues faced by customers and accordingly solve for the same.