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by Ken Tilk, Head of Data & AI

A small step for bots, one giant leap for creating unique GenAI solutions.- A series 3/4

 

Estonia celebrated its Language Day recently, which is remarkable in itself-imagine, a small language of approximately 1.1M speakers manages to survive in today’s internet and AI driven worlds, where lingua franca is English, where billions of people speak 1 of 5 languages and where tradition and community bonds are weakening since we as a society operate differently than we did a hundred years prior.

That brings me to my team’s success story of a very unique GenAI solution we call the Agentic Voice Bot – a name that does not do justice to the advancement and spectacularity of the development.  

Namely, we created a solution that speaks, comprehends and in its existence, advances small languages like Estonian. Besides from the Estonian language factor, the agentic solution is unique in determining human behaviors, testing different approaches and teaching the model natural human interaction- a skill we hope to integrate to all GenAI solutions to minimize fraction between people and machines in a long run. So, what does an agentic Estonian speaking bot do? 


The challenge: scaling customer engagement without increasing costs

Organizations, especially those in the financial and service industries, tackle significant challenges in managing high volumes of customer calls. Providing personalized experience requires substantial human resources, including multilingual support staff, available around the clock. Many companies opt for outsourcing these services, but that often comes with high costs and inconsistent customer experiences.  

To help address these challenges, we developed an AI-powered voice bot. This advanced solution is designed to handle customer interactions at scale, making outbound and inbound calls in multiple languages while delivering human-like conversations. The impact? Increased customer outreach, improved service quality, and significantly reduced operational costs. 

How our GenAI-powered voice bot works

Our intelligent voice bot automates customer engagement by integrating three core AI models: 

  1. Advanced speech recognition – This enables the bot to accurately interpret what the customer is saying, even in noisy environments or with varying accents. 
  1. Smart response generation – Leveraging a large language model, the bot understands the context of the conversation and generates relevant, context-aware responses. 
  1. Natural-sounding speech synthesis – The AI replicates human speech patterns, ensuring a smooth and engaging interaction with customers. 

This solution is particularly effective in handling customer calls for service inquiries, promotional campaigns, and even direct sales. Notably, it supports small languages, such as Estonian, which is a unique advantage over many other AI-driven solutions on the market.

Why small language and unique terminology support is a game changer

Like I mentioned, one of the most remarkable aspects of our GenAI agentic voice bot is its ability to handle small languages, such as Estonian, fluently. Smaller languages are often overlooked by mainstream AI voice solutions that prioritize larger, widely spoken languages.  

This means the models can be trained to interact how intended, also by learning jargon, technical language, vocabulary associated by a field, making it sound natural and welcoming. 

Many AI-driven call automation systems do not support niche languages, leaving a gap for businesses that operate in regions with smaller linguistic populations. 

Our team changes that. By incorporating the language capabilities, we enable local businesses to provide automated customer engagement without sacrificing language quality. In addition, each industry can train the agent to use terminologies familiar to their target group or customers. 

This ensures that customers receive a personalized, familiar, natural and native-language experience, which is critical for trust and customer satisfaction. The ability to support small languages not only expands AI accessibility but also sets a new standard for how businesses can use GenAI to serve diverse customer bases. 

Download the specification sheet for this GenAI solution:

The business impact: more than just automation

The implementation of our GenAI-powered voice bot has led to several key benefits for organizations: 

  • Scalability – can handle thousands of customer calls simultaneously, ensuring no customer is left waiting. 
  • Cost efficiency – Automating call center operations reduces the need for large human support teams, cutting costs significantly. 
  • Enhanced customer experience –  delivers fast, accurate, and multilingual support, providing a seamless customer journey. 
  • Increased sales opportunities – With its agentic capabilities, the solution can proactively reach out to customers, inform them about new products, and even complete transactions. 
  • Linguistic inclusion – By supporting smaller languages like Estonian, our GenAI solution ensures that businesses operating in niche markets can still leverage cutting-edge AI solutions without language barriers. 

 

The future of GenAI in business

Generative AI is changing how organizations operate, offering endless possibilities for automation, personalization, and efficiency. Voice bots with agentic capabilities are just one example of how AI can drive business transformation. As organizations continue to explore the power of AI, those that adopt and integrate GenAI solutions will have a competitive edge in delivering superior customer experiences while maintaining cost efficiency

I am very proud of the work we’ve done to thrive on solving the toughest AI challenges. Whether it’s improving customer engagement, increasing data intelligence, or building the next generation of AI-driven solutions, we help GenAI to leave a mark and expand from small insignificant tasks it often ends up with.  

We love a great challenge. Get in touch


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