MetriNote – Tata Communications Introduces AI-Powered Capabilities for CX

Published on: December 19, 2024

Author: Beth Schultz, VP of Research and Principal Analyst, Metrigy What's the news? December 12, 2024 – Tata Communications has announced Kaleyra AI, a customer engagement suite that supports integration of generative AI with communications channels and live agent interfaces. As part of the announcement, the company introduced a trio of initial capabilities for limited beta early next year. First is a generative AI-powered template and message generator for WhatsApp, with similar capabilities for SMS, Rich Communication Services, and other channels to follow. Second is conversational AI data reporting, for delivery of customized AI-powered analytics in real-time. Third is a conversational AI no-code builder for creating virtual assistants for customer and agent/employee workforces. These initial Kaleyra AI capabilities are expected for general availability in the first half of 2025.


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