Truecaller has integrated an AI-powered voice bot to enhance caller identification and spam assistance services, with a focus on providing premium users contextual information about incoming calls without answering them. This innovative feature, built on Exotel's reliable communication infrastructure, allows the AI bot to interact with callers, converting their responses into text, thus helping users make informed decisions on whether to engage or ignore the call. This partnership has enabled Truecaller to roll out an advanced, scalable solution for improved caller identification and spam detection for their premium users.
Truecaller is the leading global communications platform, trusted by over 420 Million users worldwide. Known for its ability to identify unknown numbers and block spam, Truecaller has made daily communication easier and safer for users across the globe. To take this a step further, Truecaller acquired CallHero in January 2022, an AI-powered smart agent and advanced assistant, designed with user protection in mind.
Truecaller aimed to further enhance its AI Assistant capabilities, focusing on scalability and integration across various platforms. The challenges that came with it impeded the effective deployment of this innovative feature, potentially impacting user experience and the company's competitive edge in the telecommunications industry.
Stable Hosting Solutions
Ensuring the AI voice bot operates reliably at scale posed significant technical hurdles. The system needed to handle millions of calls simultaneously without performance degradation. Latency issues could result in delayed responses, frustrating users and diminishing the effectiveness of the call screening process. Stability was paramount, as any downtime could lead to unfiltered spam calls reaching users, undermining the core value proposition of the service.
Multi-Platform Integration
Streamlining the integration of AI voice bot across various platforms presented logistical and technical challenges. The system needed to work seamlessly across different mobile operating systems, device types, and telecommunications networks. Inconsistent performance across platforms could lead to user confusion and reduced adoption rates. The integration also needed to comply with diverse regulatory requirements across different regions.
High Call Volume
Managing the massive influx of daily calls required a delicate balance between accuracy and efficiency. The AI system needed to filter spam calls effectively while ensuring legitimate calls were not mistakenly blocked. False positives could result in missed important calls, while false negatives would allow spam to slip through, both scenarios potentially damaging user trust. The system also needed to adapt to evolving spam tactics in real-time.
Agent Efficiency
Managing a large team of support agents across different locations while maintaining consistent service quality was becoming increasingly complex. The lack of a unified contact center solution made it difficult to track agent performance, monitor call quality, and provide timely support to agents handling complex customer issues.
Customer Experience Consistency
Ensuring consistent customer support experience across different channels and regions was challenging. Without a centralized system, customer context was often lost between interactions, leading to repetitive conversations and delayed resolution times.
To address these multifaceted challenges, Truecaller partnered with Exotel, leveraging their expertise in cloud communications to enhance the AI Assistant's capabilities. This collaboration aimed to overcome technical hurdles while enhancing the overall user experience of Truecaller's service.
Scalable Voice Streaming Platform
Exotel's scalable Voice Streaming platform provided the foundation for the AI Assistant's functionality. This platform offered high availability and low latency, crucial for real-time call screening. Its scalability ensured that the system could handle peak call volumes without performance degradation. The platform's flexibility allowed for easy integration with Truecaller's existing infrastructure and third-party services, streamlining the development process and reducing time-to-market.
Virtual Number Sourcing
Truecaller collaborated with Exotel to source approximately 5,000 virtual numbers for the AI bots. This infrastructure enabled efficient call routing, seamless call transfers, and comprehensive call recording capabilities, enhancing both agent performance and customer experience. The solution's scalability ensured Truecaller could easily expand their support operations as needed.
Exotel’s advanced communication platform enables Call Hero to deliver seamless, real-time insights, enhancing user engagement. By transforming caller responses into text, users can make informed decisions on engagement, leading to more efficient call management.
Utilizing Exotel’s scalable infrastructure, Truecaller has elevated its spam detection capabilities, providing premium users with enhanced security while reducing manual screening. This feature allows Truecaller to strengthen its competitive edge in the crowded communication technology market.
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