Oriserve Redefines Customer Engagement with Generative AI Agents to Drive Revenue Using Amazon Bedrock

India-based startup Oriserve specializes in enterprise-grade generative AI-powered agents and conversation analytics. These form part of an end-to-end solution for enterprises that helps them enhance customer experiences and drive sales across the entire customer lifecycle. Designed for a global audience, the agents support more than 120 languages and regional dialects. Anurag Jain, CTO and co-founder at Oriserve, explains, “We envisage brands continuing to develop generative AI use cases as the technology becomes more integrated with their IT layers. Companies see a clear ROI from conversational generative AI augmenting customer interactions at every touchpoint.”

Besides facilitating omnichannel, multilingual customer engagements, Oriserve’s agents address challenges related to generative AI that arise in closely regulated industries like BFSI, real estate, telecommunications, education, and travel. “We’ve built guardrails, frameworks, and structures around our generative AI technology to ensure our customers are compliant within their respective industries,” says Maaz Ansari, chief business officer and co-founder at Oriserve.

As a bootstrapped startup, Oriserve planned to launch its platform and agents on the cloud to avoid the higher costs of on-premises infrastructure. The company sought a cloud provider capable of optimizing generative AI application development and seamlessly integrating those applications into a broader platform. It also needed infrastructure that could ensure compliance across multiple industries while delivering the scalability and reliability needed for agile and dependable services. Adds Ansari, “Because Oriserve was in its early days, we prioritized finding a cloud provider with a great story around startups—helping them go to market as quickly as possible and providing the support and expertise that can make a real difference.”

Oriserve chose to launch its agents and conversation analytics platform on AWS, relying on its scalability and reliability to support rapid growth and market expansion. The AWS infrastructure addresses critical compliance requirements, including General Data Protection Regulation (GDPR) and Payment Card Industry Data Security Standard (PCI-DSS), making it ideal for Oriserve customers. To accelerate the building and scaling of its generative AI applications, Oriserve utilized Amazon Bedrock. “By participating in AWS startup programs, we gained the agility to experiment continuously,” says Jain. “These programs also provided access to generative AI subject-matter experts, who supported our development efforts and ensured our solutions were fully optimized.”

Using Amazon Bedrock, Oriserve can build text and email bots on large language models (LLMs) such as Anthropic Claude 3.5, Meta Llama 3-70B, and Amazon Titan Text Embeddings. The company deploys these applications on Amazon Elastic Compute Cloud Auto Scaling (Amazon EC2 Auto Scaling) instances, scaling compute power dynamically to meet demand. All the applications are built as microservices, with Amazon Elastic Kubernetes Service (Amazon EKS) managing the Kubernetes cluster. Additionally, Oriserve has developed custom voice models on AWS. “After developing our voice bot with ASR [automatic speech recognition], we easily scaled our infrastructure using Amazon EC2 Auto Scaling and Amazon EKS as call volumes increased, avoiding queues that could impact the customer experience,” says Jain.

In the process of building its generative AI applications, Oriserve became an AWS Partner and joined the AWS ISV Accelerate Program to drive new business and speed up sales cycles. “When we explored the AWS Partner program, we realized how much AWS could help us drive business,” recalls Ansari. Oriserve also joined the APN Customer Engagement Program (ACE) to co-sell with AWS. “Our ACE pipeline is a perfect replica of our CRM,” Ansari adds. “As an ISV partner, we coordinate closely with AWS account managers on every opportunity. Our presence in the AWS Partner Network and AWS Marketplace enhances visibility, drives conversations, and provides essential support.”

By choosing AWS, Oriserve delivers its generative AI bots at a price point that appeals to brands worldwide. “Cost to serve is the primary KPI [key performance indicator] for us in markets like India, where the focus on price is intense. Yet, with AWS helping to optimize the development and operation of our conversational chatbots, we achieved a 50 percent lower cost to serve than other providers,” says Ansari.

Oriserve also accelerates time to market by quickly experimenting with various LLMs on Amazon Bedrock. “On average, fine-tuning an LLM would take a couple of weeks, but with the managed services in Amazon Bedrock, it took just a couple of days—saving us time and money,” comments Jain. Additionally, Oriserve’s chatbots outperform industry standards. With 90 percent accuracy across multiple dialects, they achieve 60 percent fewer word errors compared to the industry average,” Jain adds.

Businesses around the world are adopting Oriserve’s bots to boost customer engagement. Vi, one of India’s leading telecom service providers, uses Oriserve’s generative AI bots to address customer churn. When a port code is created to transfer a customer’s details to a new provider, Vi has less than an hour to engage and attempt to retain the customer.

Thanks to Oriserve’s new solution, a generative AI agent immediately interacts with customers, identifies pain points, and offers tailored solutions. “Using our AWS-based generative AI chatbot solution, Vi increased customer retention rates by 75 percent,” says Ansari. “Our solution enhanced Vi’s customer lifetime value and provided a cost-effective, efficient method to boost profitability.” Other success stories include an education technology company that tripled the number of qualified leads using Oriserve and a global retail brand that saw a 10 percent boost in revenue.

Oriserve is experiencing 50 percent annual revenue growth, with expectations for continued expansion. Its proprietary automatic speech recognition (ASR) technology accurately transcribes India's diverse languages and dialects, unlocking significant potential in the domestic market. The ASR provides qualitative feedback, offering specific insights into improving conversations across parameters such as sentiment, response time, service level agreement compliance, and adherence to SOPs. The accuracy of their ASR has reached 93 percent in certain scenarios. Additionally, Oriserve is expanding sales in Europe and has developed ASR capabilities for Arabic dialects, creating new opportunities in the Middle East region.