According to reports from Business Standard, NoBroker founder Akhil Gupta announced that the company's AI agent ConvoZen now handles 35% of customer conversations, a significant milestone achieved since the start of the year. The AI system has enabled the company to remove certain teams entirely, including those responsible for checking rent-out properties and photograph uploads, as these tasks are now automated by the AI agent. As Gupta explains, "It is about 35 per cent where the end-to-end conversation is handled by AI and all this has happened since the start of the year."
As reported by Business Standard, NoBroker began developing their own algorithms in 2018-19 to transcribe multi-lingual conversations with different dialects. The initial product was called CallZen, which eventually evolved into ConvoZen. The system includes three key components: understanding voice through speech-to-text technology, obtaining intelligence through large language models (LLM), and speaking back to customers in their own dialect. With 10 years of data, the company has trained their models to handle complex customer interactions. Gupta notes that "The advantage is that I can now rate the call on different parameters."
According to Business Standard, Gupta projects that 60-70% of conversations will be handled by AI within the next two quarters. The company is proceeding cautiously to ensure customer experience improvements when implementing this technology. As Gupta explains, "We are going a little slow because we want to ensure that the experience of our customer improves when we bring this particular technology." The scaling is part of a broader strategy to reduce operational costs while maintaining service quality, with the company currently serving 50 customers including HDFC Bank, HDFC Life, Maruti Suzuki, Spinny, and Cars24.
As reported by Business Standard, NoBroker is targeting ₹10 million in revenue by March 2027, up from the current ₹2 million annually. The company operates in the multi-billion dollar voice AI industry. Gupta indicated that while the company previously added 15% headcount annually, this technology may reduce hiring needs significantly, with the same workforce potentially generating more revenue through improved efficiency and quality of customer interactions. He notes that "With the same number of people, we will be able to generate more revenue."
