Sony India’s Customer Experience Center has included the introduction of voice AI agent services. Customers and dealers can register requests for television and home theatre setups with the help of the speech AI agent “Isha.”
Sony’s latest AI innovation is powered by Yellow.ai, and at 1800-103-7799, this voice AI help is accessible throughout all of India. It offers services in Bengali, Hindi, and English around-the-clock and can switch to a live agent upon the customer’s request.
Fast, precise, and lifelike customer encounters are supported by voice recognition technology driven by AI. With this, Sony has become one of the first few consumer durable companies to use AI-powered voice assistants in the after-sales services sector in India.
“With our constantly expanding customer base and vast network of dealers, Sony India recognizes the need to provide 24×7 assistance with a dedicated helpline for quick sales and service support. With deep back-end integration with the Sony CRM, the voice AI agent collects, records and analyzes user information to deliver personalized experiences.” said Vishal Mathur, National Head of Customer Service at Sony India.
Sony India claims that by decreasing IVR wait times, Isha has enhanced the customer experience and increased productivity in responding to specific client inquiries.
Human agents’ workload is greatly reduced, freeing them up to concentrate on tasks that are crucial for consumers. Customers can also ask for a live agent transfer at the same time, which connects them to support groups for challenging problems.