BUSINESS: Commended By Frost & Sullivan For Enhancing Customer Experiences And Employee Experiences With Its Conversational Artificial

dWeb.News Article from Daniel Webster dWeb.News

dWeb.News Article from Daniel Webster dWeb.News

Daniel Webster, dWeb.News Editor

SAN ANTONIO, Oct. 11, 2021 /PRNewswire/ — Based on its recent analysis of the Middle Eastern and South Asian conversational AI market, Frost & Sullivan bestows with the 2021 Technology Innovation Leadership Award for delivering a highly differentiated conversational artificial intelligence (AI)-powered customer experience (CX) and employee experience (EX) automation platform.

2021 Middle Eastern and South Asian Conversational Artificial Intelligence Market Technology Innovation Leadership Award

The independently assessed award recognizes’s commitment to innovation, creativity, diversity, and growth potential towards building multi-lingual and omnichannel intelligent chat and voice bots that are critical in the digital transformation and modernization era; especially as customers and employees prefer to connect with enterprises across multiple new-age communications platforms and require information on-demand in languages native to them.

HTML3_ Frost & Sullivan noted that’s advanced functions provide key differentiation such as automated intent detection and entity detection, reduced training information needs, support for “human in the loop” and low-code/no code capability.

Mohammed Riyaz Ahmed, Industry Analyst at Frost & Sullivan states that “’s unique tri-fold combination approach of NLP, ML, and AI to CX differentiates it from competing vendors that offer only automation or human agents.” Riyaz adds that “’s research and development arm Bitonic Labs focuses on solving long term challenges facing enterprises who want to adopt conversational AI at a greater scale. “’s proprietary deep learning-based Insights Engine, developed on a transformer model, ingests unstructured data, and automatically creates intent. This model allows enterprises across platforms to provide cognitive search capabilities without needing manual training. It connects to leading knowledge management systems like Microsoft Sharepoint, Servicenow and Confluence. This allows enterprises to tap into their existing knowledge to bootstrap faster than any other. Its data-efficient proprietary NLP model synthesizes possible scenarios and makes structured data accessible for bot training. This NLP engine is based on a few-shot learning model that delivers outstanding results with 50% less data.

“ natively integrates with enterprises’ core systems to complete the user-intended action,” said Samantha Fisher, Best Practices Research Analyst at Frost & Sullivan. It aims to be at the forefront in global CX and EX initiatives by addressing customer needs through automated and personalized solutions and helping customers survive market disruptions. “ is a horizontal platform with pre-built language models for various industries. supports all conversational AI scenarios, including marketing, customer service, HR, ITSM, and conversational commerce.

The company’s human-like chat and voice bots can understand sentiments, intent, and past behavior; the bots can also modify pitch, tone, excitement and more, to fulfill customer needs.’s bots uniquely learn from all human-answered queries to decrease future AI-to-human hand-offs rapidly, achieving 60% automation in the first 30 days. This continuous improvement results in more deflections and appropriate responses, while still keeping the human in touch.

Each year, Frost & Sullivan presents this award to the company that demonstrates uniqueness in developing and leveraging new technologies that deliver significant customer value.

Frost & Sullivan Best Practices awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. In-depth interviews, analysis, and extensive secondary research are used by industry analysts to compare market participants and identify the best practices within the industry.

About Frost & Sullivan

For six decades, Frost & Sullivan has been world-renowned for its role in helping investors, corporate leaders, and governments navigate economic changes and identify disruptive technologies, Mega Trends, new business models, and companies to action, resulting in a continuous flow of growth opportunities to drive future success. Contact us: Start the discussion.

Tarini Singh
P: +91-20 6718 9725
E: [email protected]

About is the world’s leading Conversational AI and CX Automation Platform, recognized by Frost & Sullivan, Gartner, IDC, and G2 crowd as a leader. The platform is trusted across 50+ countries by 1000+ enterprises, including Domino’s, Sephora, Hyundai, Biogen International, Edelweiss Broking, Siemens Limited, Waste Connections, American Bureau of Shipping, and MG Motors. The company uses the best of AI to automate employee and customer experience. It has no-code/low code bot builders, omnichannel virtual assistances, and ticketing automation suite. has raised more than $102M from blue-chip investors and has offices across six countries.

Visit for more information. Contact us at [email protected]

SOURCE Frost & Sullivan

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