Sony has developed its own voice assistance feature in India called Isha in its Customer Experience Center to improve the company’s voice automation when it comes to customer service. It is in some ways similar to Apple’s Siri, Amazon’s Alexa, and Microsoft’s Cortana.
Powered by Yellow.ai, which is touted as one of the leading enterprise-grade conversational AI platforms, is designed with the aim of providing users with an audio assistance experience. Among many uses, an important application allows customer requests to record television and install a home theater. It was launched because Sony believes that AI-based speech recognition services support fast, accurate and realistic customer communications.
“Through deep back-end integration with Sony CRM, the voice AI agent collects, records and analyzes user information to deliver personalized experiences,” said Vishal Mathur, Country Head of Customer Service, Sony India, adding that “within two months of go-live, ‘Isha’ successfully handled over 21,000 customer and reseller calls with seamless onboarding.”
In order to avail this new feature of Sony Services, the number 1800-103-7799 has to be dialed by users which is available across India anytime to interact with Isha and forward their service requests. English, Hindi and Bengali are the three Indian languages in which this service is applicable. It discusses basic tips and practices for registering complaints and queries. It will be interesting to see how people apply this technological breakthrough exclusively to Indian Sony users and get the most out of it.
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