- >100 million automated customer interactions hourly by WIZ.AI
- 5.3x increase in cost efficiencies by using WIZ.AI’s solutions
- >17 languages, accents, dialects, and colloquial forms of English covered by WIZ.AI’s Talkbots and solutions
- >1 million customers that can be engaged in 1 hour with WIZ.AI’s TalkGPT product
- 1-second human engagement response time enabled by their Enterprise LLMs for business
(1) >100 million
The number of automated customer interactions hourly by WIZ.AI
Managing customer engagement and interactions can be a massive cost center for businesses, especially as the customer base of the business grows and becomes more complex. Since 2019, WIZ.AI has been building AI solutions for omnichannel customer engagement that now serves more than 300 clients in 17 countries, with diverse clients including Fortune 500 companies and unicorn start-ups. The core technology enabling this scale of automated customer interactions, as CEO Jennifer Zhang describes in our podcast, consists of Automated Speech Recognition (ears), Natural Language Processing (brain), and Text-to-Speech models (mouth), which combine to form their primary product, the Talkbot.
This mission enabling the digital transformation of businesses has molded the organization’s commitment to delivering cutting-edge solutions. It’s not just building AI for the sake of doing it, but leveraging the best technologies available to meet the evolving needs of businesses. In 2023, they were the first AI company in Southeast Asia to launch a Generative AI product, TalkGPT, and not long after introduced their Enterprise Large Language Model as well (read on for more on these launches).
The amount of cost efficiencies increased by using WIZ.AI’s solutions
This Talkbot technology has a 95% success rate in mimicking human communication, capturing unstructured call data and providing businesses with in-depth insights via a comprehensive platform. This platform allows companies to analyze customer interactions across various platforms, structure the data, and perform behavior analysis, providing businesses with valuable data and insights.
It is through this consistent quality of their Talkbot and follow-through analytics solutions that customers are able to maximize the benefits of an AI solution like WIZ.AI’s. Clients have reported up to a 40% increase in engagement rates and 5.3 times higher cost efficiencies.
The number of languages, accents, dialects, and colloquial forms of English WIZ.AI’s Talkbots and solutions cover
At the core of WIZ.AI’s solutions to provide personalized experiences has been tailoring their products to local languages, dialects, cultural nuances, and communication styles. This deep connection enables businesses to engage with their customers on a profound level.
To do this, the company considers its R&D and product teams to be at the frontlines of WIZ.AI’s business expansion. With best-in-class technical and engineering experts and more than 11 patents behind their technology, they have been able to rapidly pioneer and commercialize solutions catered to the languages, accents, dialects and colloquial forms of English (like Singlish). Today, they offer services in over 17 languages, including local dialects, and prioritizes localization and customized technology solutions to meet up to 90% of local language needs for commercial use.
Another interesting aspect of WIZ.AI’s approach to grow market share globally is following their customers’ feedback, especially as many of their clients are multi-national companies. This was actually one of the key reasons they were able to unlock market share in Latin America coming from Southeast Asia.
As Jennifer explains on our podcast: “…actually most of the time, the customer drives us when they grow or when they find good use cases, find them in Southeast Asia, then they push forward, and when they go to Latin America, they will become one of our partners. So we are actually also learning how [to better] offer local solutions. Also, we have employees from 10 countries already, so that’s one part of [our growth that is] quite interesting.”
(4) >1 million
Number of customers that can be engaged in 1 hour with WIZ.AI’s TalkGPT product
In the immediate aftermath of OpenAI making their GPT APIs available in March 2023, WIZ.AI lost no time developing the first ChatGPT-powered omnichannel customer engagement solution in Southeast Asia: TalkGPT. TalkGPT allows users to create, test, and deploy a ChatGPT-powered Talkbot in 5 minutes, capable of generating dynamic call conversations and WhatsApp messages. This takes WIZ.AI’s Talkbot scalability to another level from a user experience perspective, now putting campaign development and deployment increasingly in the hands of their customers.
Jennifer sums up this idea of expanding ownership of tech stacks for customer engagement and marketing functions in the press release of TalkGPT’s launch: “The technologies used may evolve rapidly as we see today with ChatGPT, but ultimately we are still focused on the same mission: offering businesses innovative ways to engage with customers through AI, solutions that can enhance efficiency, drive growth, and deliver an elevated customer experience. Now everyone can be their own CMO. TalkGPT unlocks new content ideas and channels to reach their target customers.”
human engagement response time enabled by their Enterprise LLMs for business
A month after the launch of TalkGPT, WIZ.AI launched their domain-specific Enterprise Large Language Models (LLMs) to take applicability of AI for their customers even further. WIZ.AI’s domain-specific Enterprise LLMs serve as a business advisor, bridging the gap between humans and technology. Their industry-focused LLMs excel in automated dialogues, tasks, intelligent assistance, and providing insights from proprietary data.
Public large language models, while increasingly relevant for organizations, remain highly vulnerable in terms of both security and accuracy. WIZ.AI believes that by helping enterprises build, develop and train their own in-house Enterprise Large Language Models with proprietary information, organizations will be able to leverage the power of AI to build their own domain-specific co-pilot, increasing human efficiency and productivity.
For example, in the FMCG sector, WIZ.AI Talkbots powered by their LLM have helped upsell more SKUs, enhance accuracy in order-taking conversations, and provide deep insights from unstructured dialogue data to enhance product and procurement processes.
Beyond the numbers
This latest launch of their domain-specific LLM for business highlights WIZ.AI’s big picture beyond the numbers, a future of work where they are able to enable organizations to build AI co-pilots or employees for business.
As Jennifer shares in the press release for their LLM: “The future of work is one where AI acts as a co-pilot, working seamlessly alongside humans. With our bespoke LLMs, businesses can fully embrace AI’s potential, revolutionizing their processes and propelling industries forward. Our vision is to create a world where customized AI solutions empower businesses to make smarter decisions, automate complex tasks, and drive meaningful insights.”
Paulo Joquiño is a writer and content producer for tech companies, and co-author of the book Navigating ASEANnovation. He is currently Editor of Insignia Business Review, the official publication of Insignia Ventures Partners, and senior content strategist for the venture capital firm, where he started right after graduation. As a university student, he took up multiple work opportunities in content and marketing for startups in Asia. These included interning as an associate at G3 Partners, a Seoul-based marketing agency for tech startups, running tech community engagements at coworking space and business community, ASPACE Philippines, and interning at workspace marketplace FlySpaces. He graduated with a BS Management Engineering at Ateneo de Manila University in 2019.