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To enable Ather Energy to enhance customer experience, streamline call disposition processes, and extract actionable insights from customer-agent conversations using GenAI and Google Cloud solutions.
Ather Energy, founded in 2013, is an Indian electric vehicle manufacturer disrupting traditional transportation with its smart, connected scooters. The Ather 450 line, India’s first connected electric scooter, reflects the company’s commitment to clean mobility, innovation, and superior customer experience.
The company’s customer support operations handle a high volume of inquiries, including technical assistance, financial queries, and general service support. Ather aimed to reduce manual effort in summarizing calls while capturing meaningful insights from every conversation.
BootLabs partnered with Ather Energy as their Google Cloud and AI consulting partner to design and implement an AI-driven solution for call summarization.
The engagement focused on automating customer-agent conversation summarization using GenAI and text-to-speech models, capturing key discussion points, customer sentiment, and action items from every call, integrating AI-generated summaries directly into Salesforce to improve workflow efficiency, and ensuring a scalable solution capable of handling large customer support volumes.
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Manual summarization of calls led to delays, inconsistencies, and loss of valuable insights.
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Critical customer information was often buried in unstructured conversations, limiting its use for analytics and business intelligence.
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Time-consuming manual processes affected support team efficiency and delayed updates in Salesforce.
Automated extraction of key discussion points, sentiment, and action items from customer agent calls.
AI-generated summaries were directly pushed to Salesforce, ensuring real-time updates and eliminating manual data entry.
Google Cloud infrastructure and GenAI models were used to reliably handle high-volume call traffic.
Standardized summaries enabled the support team to uncover customer trends, preferences, and operational bottlenecks.
Call disposition and summarization time was reduced by 20 to 30 seconds per call.
Structured, analytics-ready call summaries enabled customer behavior and trend analysis.
Automation streamlined Salesforce updates and improved overall workflow efficiency.
A scalable GenAI-powered solution was implemented to support Ather Energy’s growing customer support operations.
Faster and consistent call summarization enabled quicker follow-ups and better service quality.
Reduced manual intervention allowed support agents to focus on higher-value tasks.
Insights from customer conversations informed product, service, and strategic decisions.
The engagement demonstrated the practical value of GenAI in operational workflows and enabled future AI adoption.
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