Interview with Sarvagya Mishra, Co-founder & Director of SuperBot (PinnacleWorks)

Sarvagya Mishra

An exclusive interview with Sarvagya Mishra, Co-founder & Director of SuperBot (PinnacleWorks), an ​AI-powered voice agent startup

Welcome to this exclusive interview with Sarvagya Mishra, the Co-founder & Director of SuperBot, a pioneering AI-powered voice agent startup that is reshaping the way we interact with technology.

With a visionary approach to harnessing artificial intelligence and voice technology, Sarvagya and his team at SuperBot, a division of PinnacleWorks, have been at the forefront of revolutionizing customer engagement and user experiences.

Join us as we delve into Sarvagya’s insights, experiences, and the incredible journey behind the creation of SuperBot, a trailblazing venture in the realm of conversational AI and voice assistants.

Can you tell us about the inspiration behind SuperBot, and how it came to be?

Sarvagya Mishra: The idea for SuperBot was born from the challenges I Sarvagya Mishra, and my co-founder Ankit Ruia faced while running PinnacleWorks, our parent company in the education sector.

We noticed that despite having dedicated counsellors working long hours, there was a delay in responding to student queries, resulting in missed opportunities and a limit on the number of students they could assist each day.

To bridge this gap, we set out to create an automated chat agent that could understand the sentiment behind customer queries and respond in a human-like manner. This was the birth of SuperBot for the Education sector, which later evolved into a powerful virtual call center for businesses across various industries.

Within just one year, SuperBot gained the trust of over 100 brands, becoming their go-to solution for addressing customer queries 24/7. However, we faced another challenge – proactively reaching out to customers to help them increase their ROI.

To address this, SuperBot further evolved into an AI-Powered Conversation Agent, capable of having intelligent dialogues with humans over Telephony Channels. It became a versatile SaaS-product, designed to bridge communication gaps across industries, catering to various calling needs.

From conducting large-scale feedback and surveys to booking appointments, verifying leads, reminding customers about payments, confirming attendance, and more, SuperBot now handles critical communication tasks for organizations.

Its capabilities extend to placing or attending over 1 Million calls a day. Moreover, we’ve ensured it is available in 10+ languages, including English, Hindi, Gujarati, Bengali, and more, with ongoing efforts to add even more regional and international languages to make communication seamless for all.

Please tell us a little about your entrepreneurial journey

Sarvagya Mishra: My entrepreneurial journey began after completing my Bachelor of Technology in Computer Science and Engineering and obtaining an Associate’s Degree in Science. I started my professional career as a software engineer, working with renowned brands like Uprack and Ericsson, gaining valuable experience in the tech industry.

During my 18-month tenure at Ericsson, I was fortunate to receive recognition and accolades for my contributions. I was honoured with the Best UI Designer Award from ADMS Practice for CSI ADM Unit, as well as The Jolt Award from the R&D Department at Ericsson AB in Sweden.

Additionally, I received the Power Award at Ericsson India, which further fueled my passion for technology and innovation. With a strong belief in the potential of digital automation, I decided to embark on the entrepreneurial path and founded SuperBot.

As a visionary in the tech field, I had a clear vision of taking SuperBot to the global stage of prominence. Alongside this ambitious goal, I was determined to build a robust team of like-minded individuals who shared the same passion for technology and automation.

In my role as the founder of SuperBot, I take charge of various aspects, including technology, sales, and business development. I am committed to pushing the boundaries of what SuperBot can achieve and striving to create a significant impact in the world of communication and automation.

Kindly brief us about SuperBot, its specialization, and the services that it offers

Sarvagya Mishra: One of our key specializations lies in facilitating intelligent automated calling experience, where SuperBot engages in smart dialogues with humans over telephony channels. What sets SuperBot apart from traditional chatbots is its ability to understand the emotional context behind customer queries, allowing it to respond in a more human-like and empathetic manner, ultimately leading to better customer experiences.

SuperBot’s service offerings are diverse and cater to various industries. We provide 24×7 customer support, ensuring that businesses can attend to their customers’ needs at any time, day or night. Additionally, SuperBot efficiently verifies and qualifies leads, saving valuable time and resources.

It streamlines the appointment booking process and automate reminders for pending payments, enhancing cash flow and reducing late payments. Our commitment to gathering valuable insights and feedback has led to SuperBot conducting mass feedback and surveys.

A key aspect of SuperBot is its multilingual support, being available in multiple languages such as English, Hindi, Gujarati, Bengali, and more. This ensures that our system is accessible to diverse audiences and can cater to a broader customer base.

In addition, we understand that every business is unique, which is why we offer customizable solutions to tailor communication processes according to specific needs. By automating repetitive tasks, SuperBot significantly not only boosts operational efficiency by enabling human agents to focus on more complex and value-added tasks but also lowers the calling expenditure of businesses.

On top of that, we are happy to announce the release of SuperBot Version 6.0, representing the next major shift in enterprise automation in India.

This latest version introduces standout features such as real-time fulfilment capabilities and prompt responses, particularly valuable for the Direct-to-Consumer (D2C) and Ecommerce Industries. By leveraging SuperBot’s power, businesses can reduce Return to Origin (RTO) rates, minimize Cart Abandonment, increase Customer Satisfaction (CSAT), decrease Average Handling Time (AHT), and establish a 24×7 helpline for addressing customer concerns.

Moreover, in the field of higher education, SuperBot Version 6.0 introduces groundbreaking use cases like Real-Time Lead Verification and a 24×7 Incoming Admission Helpline, saving valuable time for education organizations and driving conversions.

How does SuperBot differ from other AI-powered voice agent startups in the market?

Sarvagya Mishra: SuperBot stands out from other AI-powered voice agent startups in the market due to its unique and versatile capabilities. Unlike common bots that merely understand the numeric responses like 1, 2 or just capture the responses received, SuperBot goes beyond and understands custom responses from users, allowing for more natural and human-like interactions.

As an AI-powered conversation agent, it excels at automating conversations with customers over telephony channels, providing a personalized and empathetic experience. One significant differentiator is SuperBot’s real-time fulfillment of data, which enables it to check available slots and schedule appointments accordingly.

This feature sets it apart from competitors, as it enhances the efficiency and convenience of appointment booking for businesses and customers alike. SuperBot’s scalability is another key advantage.

It can place concurrent calls, addressing multiple use cases for a brand simultaneously. Its 24×7 availability allows businesses to scale up their customer support or communication vertical without incurring excessive costs.

The platform’s DIY (Do It Yourself) aspect is another major unique selling proposition (USP). SuperBot empowers businesses to customize and tailor the conversational experience according to their specific needs, without the need for extensive technical expertise.

Furthermore, SuperBot operates on a “pay as you go” model, making it accessible to businesses of varying scales and sizes.

This flexibility ensures that businesses can subscribe to the platform according to their specific calling needs, without being tied to rigid payment plans. Moreover, its ability to cater to 100+ use cases further demonstrates its unparalleled versatility and appeal to a wide range of businesses and industries.

Can you walk us through the development process of SuperBot’s AI technology?

Sarvagya Mishra: The journey began with the conceptualization phase, identifying the need for an advanced AI-powered conversation agent to bridge the communication gap between businesses and customers. Extensive research followed, exploring the latest advancements in natural language processing (NLP) and conversational AI while analyzing competitors’ strengths and weaknesses.

Data collection and training were vital, curating a diverse dataset of conversations to train the AI model effectively. Developing the core of SuperBot’s AI technology, the NLP model, involved fine-tuning it with machine learning algorithms to comprehend user inputs accurately.

The team integrated sentiment analysis algorithms to understand emotional context, enabling more empathetic responses.

Continuous iterations, testing, and user feedback refined the system’s performance. Integration with telephony channels facilitated voice-based interactions, while scalability and real-time data fulfilment enhanced efficiency. SuperBot’s deployment and ongoing improvements reflected our commitment to revolutionizing communication and customer experiences.

How does SuperBot ensure data privacy and security for its users?

Sarvagya Mishra: At SuperBot, ensuring the privacy and security of our users’ data is one of our top priorities. We understand the sensitivity and importance of the information shared with us during interactions.

To safeguard user data, we have implemented robust security measures at various levels. First and foremost, all communication between our users and SuperBot is encrypted using industry-standard encryption protocols.

This ensures that any data exchanged during conversations remains confidential and cannot be intercepted by unauthorized parties. Additionally, we follow strict access controls and role-based permissions within our organization.

Only authorized personnel have access to user data, and we regularly conduct internal security audits to monitor and manage data access. We also store user data in secure and encrypted databases, hosted on reliable cloud platforms with stringent security protocols.

These measures protect against unauthorized access and data breaches. Furthermore, we are compliant with relevant data protection regulations and industry standards.

Our team undergoes regular training on data privacy and security best practices to ensure that all data-handling procedures adhere to strict guidelines. Moreover, we are committed to being transparent with our users about how their data is used and stored. We provide clear and concise privacy policies, explaining the purpose and extent of data processing.

What was the inspiration behind turning into an entrepreneur

Sarvagya Mishra: The inspiration behind turning into an entrepreneur for me was the desire to create something meaningful and impactful. Throughout my career, I had the opportunity to work with innovative technologies and witness the potential they had to transform industries and people’s lives.

As I gained experience and knowledge, I felt a strong urge to channel my passion and skills into building my own venture. Entrepreneurship offered me the freedom to pursue my vision and make a difference on my terms.

I wanted to create a product or service that could solve real-world problems and benefit society. The idea of building a team, fostering a culture of innovation, and driving change excited me.

I am glad that this journey provided me with diverse opportunities to embrace challenges, learn continuously, and grow both personally and professionally.

Can you talk about the team behind SuperBot and their expertise in AI and related fields?

Sarvagya Mishra: I am incredibly proud of the talented team we have assembled, including my co-founder, Ankit Ruia. Ankit’s expertise in the field of technology is unparalleled, and he truly breathes coding.

He plays a pivotal role in overseeing all aspects of product development and associated operations at SuperBot. With a Bachelor’s in Technology and an impressive track record, Ankit’s achievements speak for themselves.

Notably, he emerged victorious at the CSC Innovation Icon Contest – 2007 and secured a position in the Top 20 of TGMC (The Great Mind Challenge). Ankit’s deep knowledge of AI and related fields has been instrumental in shaping SuperBot into the advanced and innovative AI-powered conversation agent it is today.

His technical prowess and leadership have been vital in driving our product’s growth and success. Beyond Ankit’s contributions, our entire team brings a wealth of experience and expertise in AI, NLP, machine learning, and software development.

Together, we are committed to delivering cutting-edge solutions and revolutionizing the way businesses and customers interact through SuperBot’s advanced AI technology.

What challenges have you faced while building SuperBot, and how did you overcome them?

Sarvagya Mishra: Building SuperBot came with its fair share of challenges, and two significant hurdles stood out during the process. The first challenge was achieving a breakthrough scale in the Indian market. Although we knew the potential impact of SuperBot, the market was still somewhat resistant to digital adoption, particularly in communication functions seen as exclusive to manual operations.

Convincing potential customers of the benefits and uniqueness of our AI-powered solution was a hurdle. Our sales team had to invest considerable effort in educating audiences about the technology, as many were unaware of its existence.

We had to differentiate SuperBot from traditional IVR solutions and highlight the value it brought to communication operations. The second major challenge was ensuring the versatility of the solution to be applicable across various industries and verticals.

We needed SuperBot to be not only multi-lingual but also capable of handling different dialects within the same language. For example, Hindi alone varies significantly across more than 25 regions, and we had to account for these variations to ensure effective communication with diverse audiences.

To overcome these challenges, we focused on continuous innovation and customer engagement. We invested in marketing and awareness campaigns to educate potential clients about the advantages of SuperBot and its potential to transform communication processes.

Additionally, we devoted significant resources to research and development, enhancing SuperBot’s language capabilities to handle diverse linguistic variations.

Through these efforts and a persistent commitment to excellence, we have successfully overcome these challenges, making SuperBot a versatile and powerful AI-driven conversation agent catering to various industries and communication needs.

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