Imtiaz Bellary, co-founder and managing director of Engati, highlights how the corporate’s pioneering AI Voice Brokers for WhatsApp Enterprise Calling are enhancing buyer interactions. With seamless voice-and-chat integration inside WhatsApp, Bellary discusses how companies throughout sectors like healthcare, training, banking, actual property, and journey are leveraging this expertise to ship personalised, safe, and frictionless buyer experiences
1. Are you able to elaborate on how Engati’s AI Voice Brokers for WhatsApp Enterprise Calling improve buyer interactions in comparison with conventional strategies?
Conventional telephone assist is usually gradual, inconsistent, and disconnected from a model’s digital journey. Engati adjustments that by providing a full conversational experience- textual content and voice collectively, inside WhatsApp.
With WhatsApp Enterprise Calling, our AI voice brokers enable clients to talk naturally, ask questions, and take motion with out leaving the app. The voice dialog is backed by context from earlier chat interactions and adopted up with written confirmations, making a easy, related stream.
It appears like one uninterrupted dialog—dependable, human-like, and trusted—on the platform clients already use every single day.
2. Which industries are witnessing the very best demand for automated voice interactions, and what are their particular use-cases?
We see robust momentum in healthcare, training, BFSI, actual property, and journey.
In healthcare, voice brokers are getting used for appointment scheduling, reminders, and post-discharge follow-ups. In BFSI, they assist mortgage servicing, renewals, and fraud alerts. Actual property builders use them for lead follow-ups and website go to scheduling. In journey and hospitality, brokers deal with reserving confirmations, itinerary updates, and visitor queries.
The widespread thread is the necessity for personalised, multilingual, and voice-friendly assist, embedded inside a trusted platform like WhatsApp, no app-switching, no delays.
3. How does Engati handle privateness and information safety issues associated to AI-driven buyer conversations?
As a result of all our interactions occur inside WhatsApp’s verified enterprise setting, belief is in-built by design. Each buyer name or message is opt-in, end-to-end encrypted, and linked to a verified model identification.
Past platform-level safety, Engati ensures enterprise-grade safety. We assist encrypted information dealing with, entry management, and audit logs. For BFSI and healthcare purchasers, we align with regulatory wants together with system integration, information internet hosting, and name recording the place relevant.
Prospects worth privateness and we construct round that, with out compromising on expertise.
4. May you share real-world examples or early success tales from companies leveraging this new WhatsApp integration?
HCG Hospitals is a powerful instance. They use Engati’s AI Voice Brokers on WhatsApp to help appointment journeys. When a affected person begins to guide however has further queries to be addressed such because the hospital department, location, time, and selecting the best Dr, the agent connects with them on WhatsApp, solutions questions of their most popular language, and completes the booking- multi function seamless conversational stream of chat and voice.
The affected person additionally receives reserving affirmation over WhatsApp, the flexibility to reschedule the appointment and publish the go to, and may order medicines from the chat inside WhatsApp.
This sort of related expertise can also be stay with Edtech and is now being replicated in BFSI, actual property, and journey.
5. How does Engati’s collaboration with Meta affect your market attain and future enlargement plans?
Our partnership with Meta permits us to co-build voice experiences which can be deeply native to WhatsApp, proper right down to speech stream, language dealing with, and name readability. As the primary platform in India to launch AI Voice Brokers on WhatsApp Enterprise Calling, we’re serving to form how voice can be used at scale- personalised, safe, and associated to consequence.
The entry additionally helps us ship early worth to purchasers who need to lead with voice, whereas holding all the things compliant with WhatsApp’s evolving engagement insurance policies.
As voice and chat converge inside messaging, we see this partnership as central to making a single, full channel for buyer conversations.
6. Publish the beta launch, what are the following huge developments or options deliberate by Engati to additional innovate buyer expertise automation?
The following step is increasing this 360° voice-plus-chat expertise throughout extra entry factors and use instances.
We’re bringing the identical AI voice intelligence to IVRs, inbound helplines, and even post-transactional suggestions flows. We’re additionally constructing out industry-specific voice templates, so banks, hospitals, or journey firms can go stay in days, not months.
Over time, we’ll combine funds, loyalty, and agent switch extra deeply into the identical WhatsApp thread, so a buyer can discuss, act, pay, and observe up with out leaving the dialog.
We consider the way forward for CX isn’t about including extra instruments, it’s about simplifying entry. Voice and chat collectively, in a single trusted window, is how we’re serving to manufacturers get there.
Written with the View : afaqs
