Bharti Airtel builds AI-based solution in collaboration with NVIDIA

Bharti Airtel Ltd. | Telecommunication - Service Provider | Telecom | BSE: 532454 | NSE: BHARTIARTL

25 Feb 2023 Evaluate

Bharti Airtel has built an AI-based solution, in collaboration with NVIDIA which will improve the overall customer experience for all in-bound calls to its contact center. Airtel contact center operations are amongst the busiest in the world, servicing 360 million+ customers and handling 100 million+ calls annually. Delivering a high quality experience to consumers is a critical priority. However, at this scale, manual solutions to audit the contact center agents did not deliver.

Currently, Airtel runs automated speech recognition algorithm on 84% of its calls coming into its contact centers. This helps Airtel identify areas of improvement for the agent when they interact with the consumers, leading to better customer experience. For example, if an agent keeps a consumer on hold for a long time, Airtel would be able to detect this and make necessary corrections to reduce hold time. Delivering these insights at the scale of Airtel is typically very expensive due to the heavy compute requirements.

The technology that enables this is automated speech recognition. In order to develop this specialized speech application, Airtel leveraged the NVIDIANeMo conversational AI toolkit and NVIDIA Triton Inference Server, a multi-framework inference serving software, supported in the NVIDIA AI Enterprise software suite. NVIDIA’s advanced software and Airtel’s deep learning-based automatic speech recognition (ASR) models allow Airtel to accurately interpret language and make practical changes to its operations to serve agents and consumers better, delivering output at 30% of the typical computing cost. This technology also runs on a much lower carbon footprint making it better for the environment through lower Green House Gas (GHG) emissions.

Bharti Airtel is a leading integrated telecommunications company with operations across Asia and Africa.

Bharti Airtel Share Price

1826.45 -6.95 (-0.38%)

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Peers

Company Name	CMP
Bharti Airtel	1826.45
Vodafone Idea	11.24
Indus Towers	403.00
Tata Communications	1593.90
Bharti Hexacom Ltd.	1514.45
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