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Year in Review: Skit.ai’s Most Notable Moments in 2023

It’s a wrap! 2023 has been a fantastic year for Skit.ai. From turning 7 to unveiling a brand new office space in Bangalore, the Skit.ai family had no shortage of notable moments.

Let’s re-live some of our favorite moments from this past year; grab a cup of coffee or tea, and make yourself comfortable as we walk down memory lane.

Generative AI Takes Over Skit.ai’s Voice AI Solution

Between ChatGPT and LLMs, virtually everyone has been talking about integrating artificial intelligence to automate and accelerate countless processes this year.

In May, we announced the incorporation of Generative AI into Skit.ai’s solutions. Thanks to the new advancements in AI, our voicebots now sound more natural and can handle even more complex conversations, leading to better results and enhanced customer experience (CX).

Some of the business outcomes ARM companies can expect with Generative AI:

  • Higher collection and resolution rates
  • Lower agent dependency
  • Ability to create new voicebots quickly
  • Ability to enter new markets at ease

Skit.ai’s Big Win at the International Business Awards

In August, Skit.ai won the Gold Stevie Award for the “Most Innovative Company” at the 20th annual International Business Awards! This award is yet another testament to our company’s quest to develop cutting-edge Conversational AI solutions.

Skit.ai Inaugurates Brand New Office Space in Bangalore

In October, just in time for our company’s 7th anniversary, we inaugurated our new office space in Bangalore. The gorgeous new office, spread across two floors, offers more space for our team members to work and collaborate on our innovative solutions.

Skit.ai Reaches 50 Clients in the U.S. Collections Industry

This year, Skit.ai has had remarkable success in the accounts receivables industry in the U.S., with over 50 organizations already using its conversational Voice AI technology to automate and streamline their recovery strategy. Skit.ai’s Augmented Voice Intelligence platform is the ARM industry’s favorite Voice AI solution thanks to the company’s industry expertise, the easy and fast deployment process, and the ever-evolving technology.

You can learn more about our current clients and their accomplishments on our News page.

Memorable Company Initiatives and Events

Throughout the year, our team members have come together on multiple occasions at company parties, outings, happy hours, a World Cup screening, stand-up comedy acts, potluck dinners, and more. Two highlights of our year were Skit.ai’s 7th-anniversary parties—which took place both in New York and Bangalore—and Hackday 2023, a 24-hour hackathon that saw members from different teams contribute with innovative ideas and add value to our business operations.

Another important initiative that was launched in 2023 was the Employee Exchange Program, which has allowed team members from India and the United States to visit each other and build valuable relationships on a global scale.

We are looking forward to an even more exciting and productive year in 2024!

Hungry for more? Follow our LinkedIn page and stay tuned for many more updates in 2024. Happy New Year!

Year in Review: Skit.ai’s Most Notable Moments in 2022

2022 has been a pretty eventful year for Skit.ai! In this article, we will re-live some of our company’s most notable moments in the U.S. in 2022, including media mentions, award recognitions, and more. This was an exceptional year for our company and the Voice AI industry at large. Get a cup of coffee or tea ready, and join us as we go down memory lane!

Skit.ai Establishes New NYC Headquarters

The year was marked by the announcement of Skit.ai’s new New York City headquarters.

In the announcement, Skit.ai’s CEO Sourabh Gupta said: “We’re continually listening to our customers, conducting market research, and making enhancements to our artificial intelligence system to deliver a best-in-class solution that helps contact center agents offer modernized and reliable customer service, leaving a lasting impression and positive satisfaction rate for their company. We look forward to expanding our U.S. customer base and building new relationships to help elevate the customer experience, optimize costs, maximize operational efficiency and increase company revenue.”

Skit.ai Mentioned in the Washington Post

In the summer of 2022, Christopher Elliott, a reporter at the Washington Post, quoted Sourabh Gupta in an article about customer service in the travel industry. The piece explained that Skit.ai develops an artificial intelligence-driven voice technology.

Gupta was quoted saying, “Travelers should look for companies that offer round-the-clock assistance and a way to reach key information, even when human support agents might not be available.” The article continued: “You can tell your travel company has this by looking for a ‘contact us’ feature on its site that offers 24/7 phone, chat and email support.”

Skit.ai’s Big Win at the CCW Excellence Awards

In July 2022, Skit.ai was given the “Disruptive Technology of the Year” award at the CCW Excellence Awards Gala held in Las Vegas. The event is part of Customer Center Week and recognizes “the most innovative companies and top-performing executives for their extraordinary contributions to the customer contact profession.”

Upon accepting the award, Gupta said: “We are thrilled to be recognized by CCW. This award underscores the reason for our existence – to improve contact center operations, so both the agents and customers have a more seamless experience. Being recognized for the most disruptive technology solution in contact center operations is a reminder of why we all come to work each day. We’re excited for what the future has in store for our company and the industry at large.”

Skit.ai India Certified as a Great Place to Work®

In August 2022, Skit.ai’s Indian branch was certified as a Great Place to Work® for the year 2022 in the mid-size company category.

As part of the Trust Index Employee Survey conducted by GPTW, employees ranked the company favorably on parameters such as Credibility, Respect, Fairness, Pride, and Camaraderie. The certification affirmed the company’s core cultural values of striving for excellence, being a learning organization, building a client-first mindset, exercising constructive disagreement, and fostering commitment at work.

Skit.ai Named Among Best Business Technology Solutions at the International Business Awards

In August 2022, Skit.ai was honored with yet another award in the United States. The solution was named a Bronze Stevie Winner in the Business Technology Solution: Artificial Intelligence/Machine Learning Solutions category as part of the International Business Awards.

This award recognized Skit.ai’s Augmented Voice Intelligence Platform as an innovative technology solution that fuels effortless contact center conversations to manage customers’ needs more efficiently and painlessly.

The Stevie Awards are the world’s premier business awards that honor and generate public recognition of the achievements and positive contributions of organizations and working professionals worldwide.

Skit.ai’s Other Notable Media Mentions in 2022

CMSWire quoted Skit.ai’s CEO Sourabh Gupta in an article about the ways the COVID-19 pandemic has affected the Voice of the Customer. Gupta said: “Especially in customer service roles such as restaurants and stores — employees have reported that customers are more demanding than ever before. With many employees in this industry switching to better-paying industries, this only increases customer frustration as these establishments try to find help.”

In another article, CMSWire asked Gupta to share his insights on how AI is shaping the future of customer interactions. “With Voice AI, brands can cut down on customer wait times, shorten the time they spend on the phone, and effectively answer their questions faster,” said Gupta.

TechBullion published an extensive interview with Gupta, who shared his vision for the company and the conversational AI industry at large. “Our vision in creating the company is to elevate customer experiences and lay the groundwork for the future of voice interactions,” Gupta said.

Also VentureBeat featured Skit.ai in an article about the ways AI predicts hurricanes and answers calls for help in their aftermath. The reporter noted that, “with emergency hotlines, hospitals and utility call centers being inundated with calls, speaking with a voicebot during a time fraught with anxiety and fear can help.”

“In a sensitive or dangerous situation, Voice AI can be used to provide customers with crucial information in real-time, answer questions and redirect the more complex calls to a human agent,” Gupta told VentureBeat.

Last but not least, Authority Magazine published an extensive interview with Gupta conducted by Tyler Gallagher. In the interview, Skit.ai’s CEO discussed his personal journey, his vision for the company, and the AI industry’s current challenges.

We are looking forward to an even more exciting and productive year in 2023!

Hungry for more? Follow our page on LinkedIn and stay tuned for many more updates in 2023. Happy New Year!

How Skit.ai Tackles Positioning and Marketing for Its Voice AI Solution

For the third article of our “Meet the Team” series, we had a conversation with Vignesh Ramalingam, our Director of Product Marketing & Demand Generation. Vignesh (a.k.a. Vicky) is based in Bangalore, India, and manages over 12 team members across Product Marketing, Content Marketing, and Demand Generation.

Hi, Vicky. Tell me about yourself and your professional background.

Hi, Simone. I’ve always been curious about technology and human-centric design. For over a decade, I’ve been working in marketing for software companies, and I really enjoy being immersed in this space. One of my favorite aspects of Skit.ai’s Augmented Voice Intelligence solution is that it can be used for many verticals and use cases.

Voice AI is a very hot space right now, and many vendors that previously focused on other AI technologies are now tapping into it. How do you ensure that Skit.ai emerges as an industry-leading voice-first company?

Our clients see how advanced our technology is and how committed our team members are to quickly delivering seamless voice interactions with customers. I think that the quality of our technology and the commitment of our delivery team are two defining factors of our success.

While it’s true that more companies are starting to explore Voice AI, we believe that being a voice-first company — which has been focused on developing industry-leading voice technologies for several years — gives us a great advantage.

Without a competent marketing team, selling even the most exceptional solution would be challenging. What are the key ingredients for a B2B SaaS marketing team to succeed?

We certainly rely on talented and passionate team members across all teams to deliver an ever-evolving marketing strategy and help our sales team explain what our solution can do for them and what our technology capabilities are. Our team includes professionals in product marketing, content marketing, demand generation, and graphic design.

A key ingredient for success is ensuring that the marketing team is aligned with all the other teams — such as sales, delivery, product, etc.

One framework I’m fond of is “GACCS,” an acronym that stands for “Goals, Audience, Creative, Channels, and Stakeholders.” I encourage my team to take a minute to think about these five principles before diving into a new project:

  • Goals: The OKRs and KPIs towards which the project contributes.
  • Audience: The prospects or customers the project targets.
  • Creative: The creative elements and the value they add to the project
  • Channels: The channels used to distribute the work.
  • Stakeholders: The team members involved in the project.

What were some of the challenges that companies might face when they expand into new regions, and what are some of the lessons you’ve learned along the way?

New York City has been a great home for Skit.ai in the United States. The company has focused on hiring some of the best talent to join the team at our Madison Avenue office.

When it comes to expanding into a new region or industry, taking the time to do research is one of the most critical tasks for the marketing team to undertake. You have to understand your target audience: who they are, what they’re looking for, and what type of content they consume. Only then can you invest resources in developing strategies and assets.

While the technology we build is very complex, one of the tasks of the marketing team is to simplify it. What are your thoughts on this, and what strategies do you find to be most effective?

Sometimes it’s important to take a step back and look at the solution and technology with the eyes of an outsider. Many people who may benefit from our Augmented Voice Intelligence platform might not be familiar with the intricacies of Voice AI, spoken language understanding, and the integrations needed for our solution to be effective. Our mission is to explain how our technology works and how it can transform a company’s customer service and customer experience.

Do you want to learn more about Voice AI? Check out our blog.

Customer Success for Voice AI: Building Lasting Partnerships

For the second article of our “Meet the Team” series, we sat down with Joseph DeMarzio, one of our Customer Success Managers for the U.S. market. Joe lives in Staten Island, New York, and joined Skit.ai earlier in 2022.

Hi, Joe. Tell me a little about your professional background.

I’ve been working with start-up companies for the last seven years. I’ve specifically worked in the hospitality and travel industry, introducing a suite of tech products tailored to the hotel industry. Within the start-ups I’ve worked with, I’ve taken on many roles, including sales, customer success, technical integration, partnership development, building internal teams, and more.

What is your role at Skit.ai?

I maintain our relationships with our U.S. customers. I manage the onboarding process, product deployment, pilot testing, and KPI achievement. The overall goal of my role is to convert the pilots into long-term customers for Skit.ai; this is done by building a strong relationship. Additionally, I also work on partnership development. This includes managing discussions and integrations with third-party vendors — who help us enhance our product — and third-party sales organizations — who can help us by selling our product on our behalf.

What do you enjoy the most about working for a start-up company?

A CEO once told me that working at a start-up is like flying a plane while building it. That is very much true, as every day is a new challenge, and days are filled with both wins and losses. With that being said, the idea that my work contributes to the long-term success of the company is unrivaled. I love the fact that my input is heard and helps shape the product we are building. Start-ups also allow you to craft the company culture from the ground up. Start-ups grow at a rapid pace and thus it’s key to hire the right people also from the perspective of company culture.

What does a day in the life of a customer success manager look like?

A customer success manager’s responsibility is to bridge the gap between a client and the internal departments within the organization. A typical day starts with going through inquiries from our delivery team in terms of what is needed from the client, as we are responsible for both client onboarding and the life cycle with Skit.ai. Our job throughout the day is to understand and manage our clients’ expectations. We are responsible for keeping the client informed throughout the technical onboarding of the Digital Voice Agent. A customer success manager also focuses on the overall experience of the client through onboarding, testing, and ultimately live periods. We want the client to have financial success with our product as well as enjoy the experience of working with us along the way.

What do you think are the key factors that lead to a successful partnership with a customer?

Communication, transparency, and availability.

  • Frequent communication is healthy in normal relationships as well as business relationships. There should be an open flow of communication throughout the entire life cycle.
  • Transparency is key as you must always be honest with a client. If you are honest they will work with you instead of you feeling like you work for them.
  • Availability in the sense that the client knows they have someone they can always talk to. The experience of working with a “real” person should never be underestimated.

Tell me a fun fact about yourself.

Just one? I have an identical twin brother, my family owns a pizzeria restaurant, I have a JD (law) degree from Touro University, and I am an avid sports fan (specifically the Jets, Nets, Yankees, and Rangers).

Do you want to learn more about Voice AI? Check out our blog.

The Impact of Conversation Design When Crafting a Voice AI Solution

For the first article of our “Meet the Team” series, we sat down with a member of our CUX team, Ahana Sarkar, to chat about conversation design for Digital Voice Agents.

Hi, Ahana. Tell me about your professional background.

As a hospitality management graduate with a specialization in marketing, I developed a strong interest in marketing. After graduating, I interned at American Air Filters, where I honed my skills in content writing, blogging, strategic communications, and public relations, focusing on how to grow and engage the customer base. Thanks to my experience in technical writing and customer experience, I joined Skit.ai to be a part of the virtual customer experience journey. It feels like a natural evolution for me.

When did you join Skit.ai and what is your role?

I joined in September 2021, one year ago. I’m a Conversation Designer, working with the Conversational User Experience Team and designing the user experience provided by our Digital Voice Assistants. I ensure that the assistants are conversationally engaging and impactful for the end-users, and that they resonate with the voice of the brand.

Explain more in-depth how conversation design works. What are some of the most critical aspects of your job?

In a nutshell, conversation design allows computers to converse and hold casual conversations by using artificial intelligence (AI), almost like a human would. It’s a synthesis of several design disciplines, including voice user interface design, interaction design, visual design, motion design, audio design, and UX writing.

A conversation designer’s role is like the role of an architect—we map out what users can do in the virtual contact center realm, keeping in mind both the user’s needs and the technological constraints while curating human-like conversations.

The most important aspect of the job is to identify and understand the exact problem the client is facing and meet their expectations when working on the solution. We do user research and user education to get clarity on the do’s and don’ts for the Digital Voice Assistant.

I imagine you have to work closely with our customers to match the voice of the brand.

Yes, absolutely. The Digital Voice Agent’s persona depends a lot on the brand.

The designer must identify the words that the company uses while communicating with its target audience. Then, we shape the agent’s personality to align with the brand’s language and style. For example, a Digital Voice Agent for a restaurant is going to be friendlier than the one for an insurance company or a bank.

Here are the five elements designers should consider when creating a new Digital Voice Agent:

  • Name: Give the agent an interesting name.
  • Description: Define the background of the agent, including job, interests, features, to identify the tone and style of its voice.
  • Photo: The agent should have an image that showcases the personality of the bot.
  • Limitation: Defining the limitations the bot has to the client. For eg – language barrier. 
  • Goals: What are the goals that the client wants to achieve when the bot assists their customers?

How can companies use conversation design as a branding tool?

Conversation design helps simplify the overall user experience (UX) and customer journey. It works as a branding tool for many reasons such as:

Voice AI can help customers get their questions answered quickly and accurately. Nailing the user experience while handling numerous users at the same time can be a big challenge for companies in any industry. Conversation design can solve this problem efficiently. Contact centers that receive 1,000 calls a day are now able to easily process 6,000 calls and manage them efficiently and effectively.

Voice AI is designed according to the target audience. Conversation design allows for richer conversations, targeted advertising, and a much greater degree of personalization.

Voice AI drives conversations. Voice AI enhances the way the company interacts with its audience and helps build a relationship between the brand and consumers.

Voice AI builds loyalty. Voice AI keeps the customers engaged and motivated to come back for more.

What does a day in the life of a conversation designer look like?

My day starts by learning about the next Digital Voice Agent I’ll be designing. The first task involves learning about the customer’s requirements for the agent. I gather the requirements, work the project manager and the engineer to draft an initial conversation design flow. Then I get the customer’s feedback and send it for peer review. After a few iterations, I design the final flow that the engineer can use for the voicebot. The team then uses Skit’s bot-making platform to create and ship the new bot.

What do you love the most about working for Skit.ai?

At Skit.ai, I work with many young and innovative teammates. Working for a start-up gives you a unique sense of responsibility and the urge to contribute new ideas and make things happen. We have fun at work, while learning from each other’s projects or while recording voice prompts.

The team is very friendly and supportive. Team leads like Tiyas inspire us and pave the way leading by example. By the end of the week, we have fun at informal TGIF meetings. We bond beyond our working hours, with weekend catch-ups, hiking trips, or exploring the city trying new dishes.

Tell me a fun fact about yourself.

My dream vacation is to go to Cappadocia in Turkey and take a ride in a hot air balloon.

Are you interested in joining the team at Skit.ai? We are Great Place to Work Certified in India and we’re hiring both in the United States and India. Visit our Careers page to learn more.