The case for Artificial intelligence in telephony and our rebranding

Ambarish Gupta
Jul 30, 2017 · 3 min read
Man is machine and machine is man.

My Google+ notifications informed me that I should be leaving for airport by now. It read my email and knew that I had a flight to catch. It knew my location and the traffic along the way. “I would miss the flight if I didn’t leave now” it proclaimed. I would have never imagined, just a few years back, that I will be living in this science fiction world so fast. But here we are.

What is most impressive about above is not that Google+ can chart my way from my office to Airport. Neither that it can read my email or knows my location, What is impressive is that it is so effortless and natural. I did NOTHING. The AI did everything. It knows the best and it recommends the right thing for me to do, without me even asking. Preferably so.

I see that as the future of computing. We poke fingers onto our smartphones today. we write cryptic text on computers to make them do what we want them to do. It all takes efforts. The computers in future won’t need to be asked. They will tell things. They will do things.

This has huge implications for enterprises of the future. Today any CEO running a subscription business is thinking day and night of his customers and the retention of his customers. But what all does he know about his customer? His customers call his salesperson on his mobile phone and if the salesperson does not pick the phone, the CEO has no idea. He has no idea when a customer calls the call center and has an irate conversation because the agent is not able be help him. The organizations today are so distributed, the customer touch points so many and conversations so large in number that no amount of manual effort can shift through this data. To monitor and to correct if anything were to go wrong.

This can not be done by any human. You need non-human. Only AI can do it.

We discovered this while solving communications problems for more than 15,000 businesses. Our SuperReceptionist product could record and route incoming calls, archive it and create billions of call recordings. Only AI could read through this amount of data and pull sentiments from this. We could tell if the customers were irate, which salespeople made them unhappy, who did not pick up and follow through and who made the iratest customers happy. This is a God’s gift to the CEO’s who are running subscription business today and have a large organization to take care of. We could even possibly using KATIE (Knowlarity ArTificial Intelligence Experience) to call back automatically when a sales person wouldn’t and provide the information needed.

This was a transformative discovery for us. We wanted to help businesses better manage their customer conversations. We could do so much more. We could help them FIX it. It gave us a evolved purpose. We are different today than what we started as. We got so excited that we celebrated this discovery by dressing ourselves anew :). We got ourselves new logo.

Before and After. 7 years.

We got ourselves new business cards, office walls and even t-shirts. We look around and there is a new Knowlarity. We are excited

AI makes us bigger and better

We spend last 7 years wiring businesses with telephone lines so that they could receive and make calls. We will spend upcoming years helping them decipher those calls and save them time by having KATIE AI respond to those calls.

Ambarish Gupta

Written by

Founder@Knowlarity. Interested in travel, books, wine, philosophy, history, economics, culture and tech.

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