Amidst the buzz of Artificial Intelligence (AI) and Machine Learning (ML), evaluating technology’s necessity in the business scenario becomes significant. Delving deep into the new generation technology, Jayesh Bagde, Chief Partner Manager, Pinnacle Teleservices Pvt. Ltd. indulged in an exclusive interview with Dr. Asawari Savant of Elets News Network (ENN), and discussed the topic in depth. Edited Excerpts:
As you navigate through the complexities of building partnerships, could you share some insights into the pivotal role partnerships play in Pinnacle’s growth trajectory, particularly in AI-driven solutions such as 1SPOC and Tubulo?
1SPOC.ai stands for “Single Point of Conversation,” where SPOC is traditionally known as Single Point of Contact in day-to-day terms. At Pinnacle, we’ve redefined it to focus on fostering meaningful conversations and another product is Tubulo.
In today’s business environment, partnerships are key to growth and success. They offer quick go-to-market strategies and scalability in both existing and new markets. Partnerships come in various shapes and sizes, across different geographies where we plan to expand. At Pinnacle, we see partnerships as opportunities to open new horizons for business expansion.
In today’s tech-driven world, companies strive to leverage technology to its fullest potential. However, there are areas where we lack expertise or focus, and this is where partnerships play a crucial role. They allow us to save on capital investments by not having to invest in every piece of technology or expertise required to run a business optimally. Partnerships also drive a higher return on investment by combining capital savings with effective go-to-market strategies. For us at Pinnacle, partnerships are integral to driving deeper engagements for our enterprise, SMB, and government customers, enhancing their relationships with their own customers.
With the rapid emergence of AI and ML technologies, how has your organization leveraged these advancements to enhance growth without being hindered by potential challenges? Additionally, what are your future plans for integrating AI and ML into your organizational strategy?
AI and ML have become buzzwords in today’s business world. Whether at events, client meetings, or casual discussions with teammates, these terms are frequently mentioned. However, despite their power, leveraging AI and ML effectively requires careful analysis and strategic implementation, as these technologies can be expensive.
At Pinnacle, we focus on helping businesses drive better engagement and ROI through improved customer and stakeholder interactions. We recognize the tremendous potential of AI and ML, which is why we invest heavily in these technologies. Our dedicated R&D team focuses exclusively on exploring and utilizing AI and ML.
Our primary goal at Pinnacle is to help our customers understand and leverage these technologies effectively. There is a significant gap between the buzzwords and practical applications, and we specialize in bridging that gap. Many people casually mention AI and ML, but our expertise lies in how to use these technologies to drive better engagement and profitability. Whether it’s large language models, small language models, or various machine learning models, our core competency is in leveraging them cost-effectively to benefit businesses.
The concept of ‘Progress before Perfection’ is deeply ingrained in Pinnacle’s ethos. How does this philosophy manifest in your approach to driving customer engagements, particularly in the context of evolving AI technologies and changing customer expectations?
The concept of ‘Progress before Perfection’ is particularly relevant in today’s rapidly evolving technological landscape. Technology disruptions happen constantly, and so do changes in customer expectations. Rather than aiming for a perfect solution that may become outdated by the time it’s delivered, we prioritise continuous progress and iteration.
At Pinnacle, we believe in a strategy of continuous shipping and improvement. It’s crucial to get solutions into the hands of our customers quickly, allowing us to gather feedback and iterate rapidly. This approach ensures that we not only keep pace with technological advancements but also meet the evolving needs of our customers effectively.
Moreover, perfection is not just about our internal standards; it’s also about how well our solutions meet the needs and expectations of our customers. By focusing on customer outreach, quick response times, and solution-centric thinking, we can build solutions that are truly valuable and aligned with the market needs.
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Initially, CRM applications were seen as costly and niche, but today, they are essential as technology becomes more accessible. Our recent focus has been on expanding OTT services, partnering with WhatsApp Business, API and Meta, and integrating advanced technologies like GPTs, AI/ML, and computer vision to enhance customer experiences.
Despite challenges, our commitment to R&D and continuous evolution has been crucial to our success. We remain dedicated to adapting and innovating to meet our customers’ changing needs.
How does Pinnacle, as a sector-agnostic solution provider, tailor its communication channels and support services to cater to the diverse needs of clients across different industries, while ensuring a seamless and consistent experience for customers?
Over the past two decades, Pinnacle has accumulated extensive experience as a sector-agnostic solution provider across diverse industries. In recent years, we’ve focused on adapting to changing customer behaviors and expanding our communication channels. From SMS to over 20 different channels, our goal is to ensure a quicker go-to-market strategy and optimise ROI metrics.
To support our diverse clientele, we’ve developed “Solutions in the Box,” which are pre-made templates tailored to specific workflows and use cases. These templates are customisable and ready to deploy, whether for customer feedback in e-commerce or journey planning for transport services. This approach accelerates our customers’ time-to-market by leveraging proven solutions that have delivered results for others.
Additionally, our in-house subject matter experts in fintech, e-commerce, and other sectors provide industry-specific guidance. They assist businesses in adopting omnichannel strategies, automating processes, optimising costs, and building effective workflows.
Our focus on ‘Solutions in the Box’ and our team of industry experts enable us to provide tailored support and deliver consistent, seamless experiences across diverse industries, ensuring our customers achieve their business objectives efficiently.
How does Pinnacle leverage AI technologies and partnerships to deliver personalised and enriching customer experiences through CXaaS (Customer Experience as a Service), and what role does customer experience play in the overall strategy and success of your organisation?
Customer Experience as a Service (CXaaS) has evolved significantly, especially with the dynamic shift in customer behavior triggered by events like COVID-19. Before the pandemic, industries focused on shared economies like Zomato and Uber, but hyper-personalization became crucial when people had to live in isolated bubbles, relying more on digital channels for communication. Customers now demand to be served through their preferred channels, whether it’s Instagram Messenger, Telegram, or WhatsApp.
AI played a critical role in meeting these demands, but it’s only part of the solution. Platforms like 1SPOC, in partnership with Meta, seized this opportunity to build robust CXaaS solutions that cater to diverse customer needs seamlessly. Understanding customer behavior and industry trends was essential to building engaging customer experiences that are easy for enterprises to implement without extensive time, capital, or resource investment.
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For example, using 1SPOC’s Docuwise module, an automobile company can quickly upload and convert car brochures into an interactive experience on WhatsApp Business. This AI- powered model understands and responds to customer queries in multiple languages, enhancing customer engagement and driving sales.
This evolution in customer experience has compelled businesses globally to enhance engagement and satisfaction, driving the adoption of tools like 1SPOC.
What do you envision for the future of AI-driven communication solutions, and how does Pinnacle plan to continue leading the charge in this space?
ChatGPT 4.0 was recently launched, and it has truly been breathtaking. This is just one example of how AI-assisted large language models will shape the future. Now, AI is not limited to text; ChatGPT 4.0 supports various modes of communication and can handle different types of inputs. The rapid changes and widespread adoption of these technologies present both challenges and opportunities for a company like Pinnacle.
The challenge lies in continually adopting and building solutions and tools around evolving AI trends. However, this is also an excellent opportunity for us. Embracing these advancements is crucial because the world is moving in this direction. While it requires effort to keep up with the pace of adoption, it is ultimately a key to success, enabling business expansion and driving better ROI for our customers. It used to take years to develop solutions that were once difficult to build, but now, with platforms like 1SPOC and channels like Tubulo, we can develop these solutions much more quickly and efficiently.