“HR is one industry that is using AI at different levels & driving real value” – Mr. Pankaj Gupta, Founder and CEO, Enablex

Let us begin with full-stack communication solutions – how would you define that? Is that your biggest differentiator?

Full stack communication is the ability to offer multiple channels of communications as API’s & SDK’s for developers to use and embed communications in mobile & web solutions. Developers & solution providers use these to deliver omni-channel communication options to consumers using these channels. Examples of this include a call centre solution where a user can start a chat on the website & switch to video immediately from within the website to get an immediate solution!

We are one of the very few providers globally who offer a full stack platform. So definitely that is a differentiator. However our AI engine for emotion & sentiment analysis – FaceAI is a huge differentiator as well.

Apart from these, our ability to white label & deploy our platform in hybrid mode really sets us apart. This allows us to partner with Telecom operators & service providers who want to offer CPaaS under their brands.

Overall, EnableX is one of the most advanced & feature rich CPaaS platform addressing different customer segments & verticals.

Your HQ is in Singapore – you must have a spread outside India. What kinds of businesses do you cater to?

We have more than 30% of our customer base & revenues from outside of India. Our customers & partners include Telecom solution providers, enterprises offering solutions for healthcare, virtual events, financial services including VKYC & customer relationship management, CRM & Contact Centre solution providers. We also work with clients in the HR & Retail industries for different use cases.

We have also forged strategic partnerships with System Integrators & developers enabling them to add real time communication capabilities to their solutions.

Would you say that voice is passe’ considering video is taking over?

Absolutely! We believe that Video will be the next voice!  Both business & personal communication has started moving to Video and the next generation of consumers will use Video as the default or preferred channel for engagement. We are already seeing this trend becoming a reality with all of us using video in ways we never used to earlier – be it healthcare, shopping or events!!

How do you look at the growing adoption of video in the coming days

Same as above!  Video is being used now across industries and functions. We see a few major industries where this channel will drive the growth –

Healthcare

Retail

Field Services/Technical Support

HR – Hiring, onboarding & training

Financial Services

Contact Centres

All these industries have already started making a shift & with the benefits of cost, time & convenience, video will be the way these industries will function in the future!

What are your thoughts on AI in recruitment? What opportunities do you see for the future?

HR is one industry that is using AI at different levels & driving real value!  It starts with screening of candidate resume’s where AI modules are used to filter them basis the JD & other criteria required for a particular job. This is something which helps reduce a lot of time & effort in shortlisting at the initial stage.

Now with AI being used in Live Video Communication for emotion & sentiment analysis, organizations are using this capability to do analyse emotions and engagement of both candidate & interviewer during a session. This brings tremendous value & insights during interviews and is a fast-growing area. We at EnableX are already working with a large IT company in this area for their internal recruitment requirements.

How is Face AI – You seem to be exploring it majorly. What is happening?

For EnableX, FaceAI is an exciting area!  Bring real time emotion & sentiment analysis in live video as a service is unique for us.

We are seeing multiple use cases for this across industries and the potential is immense. Some of the areas where we see a lot of interest from our clients include:

1. Retail – driving shopping experience basis the facial expressions while browsing products online
2. HR – assessing attention levels, engagement & response to different situations and questions through data points generated by AI
3. Contact Centres – measuring real time sentiments of the customer & the agent during an engagement & triggering automated escalations if required

How far is the day when emotion AI will help brands market their products

This is already happening! Brands are already using emotion AI/sentiment analysis to drive engagement with customers in real time. There are applications online where basis your browsing and facial responses to products, sites are showing you next set of advertisements!

There are kiosks being setup in malls which will measure your facial expressions while you are crossing stores & will show ads basis that!

Specifically in the banking sector, how has been the transition from KYC to digital onboarding? Are other industries exploring similar solutions?

Banking & financial services has transitioned to digital identity verification & onboarding in a major way. In the last couple of years, this was driven more out of necessity than choice but it has driven major cost benefits to financial sector.

This is now being explored by other industries as well where you have a large number of customers being onboarded regularly. One example is the Telecom sector where the retail side of their business onboards a large number of customers for mobile connections or broadband. We are already working with a leading Telecom company in South East Asia to enable this.

What are the advantages that developers and enterprises experience while using the EnableX platforms and tools? Is the no-code solution more popular?

The EnableX platform is the most robust & scalable platform with a global carrier grade infrastructure. This allows developers to get the best-in-class experience for real time communication in multiple ways – our platform is “intelligent” to setup clients in geographies where they are based automatically! This allows for low latency & better experience.

Apart from our core platform & global infrastructure, we have been working extensively over the last few months in enhancing our customer journey & experience. A number of enhancements have been done in our customer portals to provide with more features, flexibility, enhanced reporting & real time diagnostic & troubleshooting tools.

The biggest innovation from our side has been our low code/no-code video embed powered by a DIY visual builder – an industry first! The EnableX Visual Builder allows developers to create a complete Video & Voice application interface with full functionality available in our API’s & SDK’s without needing to code.

We are seeing wide adoption of the Visual Builder as it reduces the time to market for clients without compromising on features & functionalities.  At our end, it is a strategic product for us and we are adding more & more capabilities to our Visual Builder engine.

Where do you see maximum growth coming from in terms of industries?

We believe Communication APIs & more specific video will see great adoption and growth in HR, HealthTech, Digital Onboarding, Virtual Events & retail industries.

Apart from the above industries, functions like customer services & relationship management across industries will be major users of real time video communication