Rezo.ai Revolutionizes Customer Experience with AI-Powered Conversational Intelligence

In the high-stakes world of enterprise customer experience, the difference between a satisfied customer and a lost lead often boils down to a single interaction. For years, contact centers have relied on a fluctuating workforce of human agents to handle millions of queries—a model plagued by high attrition, training lags, and inconsistent quality. But what if a contact center could scale instantly, operate with 100% precision, and never take a day off?

Enter Dr. Rashi Gupta, Co-founder and Chief Data Scientist of Rezo.ai. A mathematician by training with a PhD from Finland, Rashi has spent over 20 years deciphering complex datasets—from genomic sequences to human conversation patterns. Today, Rezo.ai is India’s leading AI-powered CX cloud, handling a staggering 20 lakh interactions every single day for the nation's largest enterprises.

"Rezo is like a smart contact center," Rashi explains. "Whatever function can be automated, you should consider Rezo for that. We roll with you at a pace that you want—whether it's a normal day or a billion-day sale."

The Science of Conversation

Rashi’s journey to AI wasn't linear. It began with abstract algebra and linear algebra at IIT Delhi, followed by a deep dive into proteomics and genomics in the snowy landscape of Helsinki. "I was wondering where I could apply this," she recalls. "Can I apply five years of mathematical knowledge to identify what is happening within my body?"

This interdisciplinary background—combining mathematics and biology—gave her a unique perspective on data. When she returned to India, she realized that the same logic used to decipher genes could be applied to human language. She saw contact center agents struggling with repetitive queries and manual errors and realized a model could do it better.

Building the Smart Contact Center

Rezo.ai offers two core solutions that transform the contact center from a cost center into a revenue engine:

The platform’s power lies in its predictive intelligence. It doesn't just answer queries; it understands the best time to call a customer and the sentiment behind their words. "If I call you today and you say 'call me after five days,' the bot understands that and repeats the call exactly after five days," Rashi notes. This level of contextual awareness is something human-led centers often struggle to maintain at scale.

The Entrepreneurial Plunge: From PhD to Sales

Transitioning from a researcher to a founder was a "tough one" for Rashi. As an individual contributor in academia, the corporate hierarchy was alien to her. But the biggest challenge was the "static friction" of starting up. When she and her husband, Manish, decided to launch Rezo, they "shut all the taps" in their house—no incoming salary, only spending to build a team.

Rashi recall her first task given by her co-founder: "Two in the afternoon, Rashi, this is that list of people I want you to do cold calling." For a data scientist who had never sold anything, this was a baptism by fire. "People used to bang the phone... I didn't know how to convince. From there to now, I am heading the sales."

The First Breakthrough: Delhivery

Success didn't come overnight. Many told them the space didn't exist or that they were on the wrong trajectory. Their first major break came from Delhivery. Sahil Barua (Co-founder of Delhivery) gave them a high-stakes project with a four-day deadline. "Me, Manish, and Harsh sat down... in less than a day, we called him back and said we are done. He said, 'Are you guys crazy?'" That successful implementation validated their technology and set the stage for global scale.

The Future of Humans in the AI Age

A common fear is that AI will replace human agents entirely. Rashi dismisses this as a myth. Instead, she sees a shift from generalists to specialists. As AI handles the "X" volume of routine interactions, human agents are freed to handle more complex, emotionally nuanced, and high-value conversations.

"AI displacement will basically bring in growth for the Enterprise," she argues. "We want to talk to smarter human beings rather than just a flat pitching agent. AI is shifting human agents to be more informed and more effective."

For Rashi, entrepreneurship is a journey of self-discovery. "I am coming to know what my capabilities are. At the end of the day, I say 'Wow, it was a good day, a huge amount of learning.'" By leveraging data to humanize technology, Rezo.ai is not just automating calls—it's creating more satisfying experiences for both businesses and consumers.

About the Guest

Dr. Rashi Gupta is the Co-founder and Chief Data Scientist at Rezo.ai. A passionate data science professional with over 20 years of experience, she holds a PhD in Biometrics/Computational Biology from the University of Helsinki and a double Master's from IIT Delhi. Before co-founding Rezo.ai, she served as an assistant professor at JNU and held senior data roles in industry. She is recognized as a leading voice in AI and conversational analytics, dedicated to using technology to solve complex business problems at scale.