ConvoZen AI Summit: Pioneering India's Leap into the Agentic AI Era
As India keeps growing as a technological innovation hub globally, the accelerated development of Artificial Intelligence is transforming industries and redefining human-machine interaction. Notably, not quite long ago, where the release of ChatGPT brought about a revolutionary change, presenting chatbots that can provide dynamic, context-specific responses much beyond conventional rule-based systems recently, the attention has now turned to AI agents a sophisticated evolution that independently executes complex, multi-step tasks without the need for constant human intervention. From simplifying customer service to automating complex processes, these intelligent agents are poised to transform business processes, power efficiency, improve decision-making, and open up new horizons for growth in the age of digital.
On 25th February, siliconindia was privileged to be present at the ConvoZen AI Summit at The Oberoi, Bengaluru, a groundbreaking event that brought together visionaries, industry leaders, and innovators to deliberate on the future of agentic AI. The summit highlighted the revolutionizing potential of AI agents through practical applications where businesses use these intelligent systems to automate and enhance customer experiences. Discussions explored the future of AI, with particular attention to the part that autonomous agents will play in driving business expansion, maximizing efficiency, and coping with an ever-changing digital landscape.
At the ConvoZen AI Summit, siliconindia witnessed firsthand how ‘NoBroker’s ConvoZen.AI’ is setting a new benchmark for conversational AI in the agentic era. Industry leaders and tech innovators gathered to explore how this platform’s sophisticated capabilities are reshaping customer engagement across sectors.
Akhil Gupta, Co-Founder of NoBroker, shared the inspiring journey behind the creation of ConvoZen and how it’s revolutionizing customer service operations. He highlighted the scale of NoBroker’s customer service team, "We have around 4,000-4,500 people, out of which approximately 3,500 are customer service representatives. These are the people who help you finding a house, if you’ve taken a plan or answer your queries; they are the face of NoBroker. The way these representatives interact with customers directly shapes our brand value, and that’s how businesses grow".
He reflected on the operational challenge of maintaining consistent service quality as the company scaled, "One thing that struck us early on was that as we scaled and had thousands of people handling customer interactions, how we would manage the company’s SOP? We wanted every customer to receive the same high-quality service, but the industry norm of manually auditing 2–3% of conversations wasn’t scalable. We are able to gather insights, improve products, and give feedback, but we knew we needed a better approach.
In 2016–17, they started building an in-house solution to transcribe and analyze every conversation, whether through calls, chats, or emails. Imagine reading a newspaper: the brain processes the information and generates insights. They wanted machines to do the same. So, they started building models, even before AI was called AI. Back then, it was just machine learning or even data science. Once they had machine-readable conversations, they handed them to their teams, and the teams were thrilled. They could see what went right or wrong, and the realization struck if the machine could already read the conversation, why couldn’t it generate insights itself?
“If you look at ConvoZen, it comes from 'Convo', meaning conversations, and 'Zen'. You can take it as Zen AI or the Zen of conversation. That’s how ConvoZen came to life”. ConvoZen can analyze customer-to-customer conversations, business-to-customer interactions, or internal dialogues. It extracts insights, enhances customer service, and helps businesses evolve in real time. It was really exciting to have some brilliant minds in the room, who emphasized on exploring how agentic AI like ConvoZen can shape the future of business interactions.
Naren Kachroo, Head of GTM AI at Google Cloud India, took the stage to further deepen the discussion, addressing key innovations shaping the AI landscape:
- A rich history of open-source and proprietary innovation across search, hardware, and software
- Project Astra- Google’s vision for the future of AI assistance
- Gemini 2.0 Flash - building on its predecessor's success
- Veo – Text to Video generation
- Agent interaction and implementation
- A cloud of connected agents
- The magic of Gen AI capturing global imagination
- Leading Gen AI adoption in enterprises vs consumer use cases
Naren Kachroo emphasized "With platforms like ConvoZen, built to analyze human conversations in an agentic framework, we now have the ability to achieve 100% call coverage without requiring 100% supervision for every agent. This is the true economic value of such applications shaping how we envision the future of AI-powered interactions".
Later, NoBroker showcased ConvoZen.AI’s capabilities through a live demo. Originally developed to address critical operational challenges within NoBroker’s large-scale customer engagement operations, the platform offers a comprehensive suite of features: Voice and Non-Voice Agents, Analytics, Monitoring, Coaching, and Quality Control for large customer-facing teams. The company also presented solutions and testimonials from clients such as Cars24, LendingKart, LeapScholar, and Tata AIG, demonstrating how ConvoZen.AI has helped them reduce costs, improve sales conversions, ensure compliance, and boost agent efficiency.
Live demonstrations highlighted the platform’s ability to autonomously handle complex customer queries, seamlessly switch between languages and communication channels, and maintain human-like responsiveness.
Manish Gupta, Director of Google Research India, praised the innovation, stating, "It is wonderful to see ConvoZen.AI utilizing the power of our Generative AI models to create next-generation 'Agentic' capabilities, both internally and for their customers. At Google, we are committed to bringing the best of our AI to enable India’s innovation ecosystem to achieve higher efficiencies and deliver ever more helpful experiences".
Finally, the ConvoZen AI Summit wrapped up with a panel discussion by industry experts: Ranjani Mani, Director and Country Head of Generative AI, Microsoft India & South Asia; Chaitanya Bharadwaj, Head of Clinical AI Products, Apollo 24|7; and Rahul Gupta, Product Management, Gupshup.
The discussion centered on AI's transformative impact in industries, ranging from healthcare and conversational AI to business solutions. It focused on how generative AI reconstructs business models, enriches customer engagement, speeds up clinical workflow, and improves healthcare access. The presenters envisioned a future where AI fosters cooperation, drives innovation, and creates value across sectors, encouraging audience members to explore new possibilities within the evolving AI environment.
ConvoZen AI Summit facilitated the understanding that India is stepping into a new exciting innovation era with agentic AI in the lead. Seeing platforms like ConvoZen transform customer engagement and business procedures firsthand was as close to watching the future unfurl. One can see clearly that with this intelligent automation wave, infinite possibility for growth, collaboration, and progress is merely starting to shape.
