Building India’s conversational AI playbook

With the growing adoption of digital channels in engaging customers, the role of conversational AI is transforming from being a cost-saving mechanism to being an integral part of enterprise engagement. This is especially true in India, where language diversity, size, and government regulations create a distinct set of challenges for AI solutions.

In an exclusive conversation with Express Computer, Akhil Gupta, co-founder and CPTO of NoBroker and founder of ConvoZen, talks about how enterprises need to think about conversational AI, not as a chatbot implementation, but as a decision-support and orchestration layer that is woven into business processes.

Gupta’s approach is less product-focused and more centred around use cases, system design, and enterprise readiness, providing a practical perspective on where the value of conversational AI lies and where one needs to remain cautious.

Conversational AI begins with operational problems, not models
For many enterprises, conversational AI ...