Leaders

In today's rapidly evolving technological landscape, the role of women leaders in IT is more crucial than ever. As pioneers in the field, these leaders not only break barriers but also drive innovation and inclusivity. Their unique perspectives and leadership styles are essential in managing and harnessing the potential of artificial intelligence (AI). Rezo.ai revolutionises contact centre operations with its autonomous platform powered by AI solutions and real-time support. The suite of products includes Engage AI, Analyze AI, and Agent Assist, empowering organisations to streamline customer interactions, improve agent performance, and optimise business operations for increased efficiency and success. Rashi Gupta, Co- Founder and Chief Growth Officer at Rezo AI has been integral to the company since its founding, consistently contributing innovative ideas that have driven the organization's success.

In a candid interview, Rashi discussed the significance of AI and provided insights into the internal workings of her organization.

What is your academic background, and what industry experiences do you have? Specifically, which organisations have you worked with, and where did you start your career?

My academic journey began with a Mathematics Honors degree from Lady Shri Ram College, double masters from IIT Delhi, and a PhD in Machine Learning from the University of Helsinki, Finland. My PhD focused on applying rigorous mathematical knowledge to genomics and proteomics, an advanced field at that time. This interdisciplinary approach was built on my strong foundation from LSR and IIT. After my PhD, I worked as an assistant professor at JNU for three years before moving into the industry. I joined AbsoluteData to help start their AI/ML practice and later WNS to bring in automation through these technologies. This diverse experience ultimately led to the founding of Rezo.ai, which specializes in contact centre automation.

What are the significant phases of your life that have shaped you into the person you are today?

A couple of key experiences have shaped me into who I am today. I was raised in a very grounded family, with my father being a researcher. Much of my approach to life and work comes from him. He was always very down-to-earth, and our family didn't have a high-tech lifestyle; everything had to be done by hand. This instilled in me the practical knowledge of doing things on my own, which I still carry with me today. I'm trying to pass this same mindset on to my daughter, emphasizing that no matter how large a team you have, being able to do things yourself and showing your team how to do them is crucial. This principle has been a core part of my life and continues to guide me.

What do you believe are the key areas of expertise you have developed as a data science expert?

As a data science expert, particularly at Rezo, we primarily work with data, which is essential for the growth of any organization. For me, data is the foundation of everything. The critical skills needed include the ability to decode problems and ask the right questions. This involves understanding and interpreting data, comprehending the enterprise problem—often related to growth or automation percentages—and devising solutions. In large organizations aiming to implement automation, it's common to see only about 25-30 percent automation achieved after a year, despite significant expenses. However, at Rezo, we aim to automate 70-75 percent of tickets within two months. My core focus as a data science professional is to analyze data, understand customer problems & mindsets, and drive growth through effective solutions.

What motivated you to establish Rezo AI? What was the underlying idea behind starting this venture?

The idea for establishing Rezo AI arose from the inefficiencies I observed in call centres eight years ago, where customers faced long wait times and often interacted with agents who lacked the necessary knowledge or experience due to disjointed systems. Simple tasks like enabling international roaming or checking an EMI balance were complicated and time-consuming, causing significant customer dissatisfaction. I envisioned a platform that could automate customer interactions, aiming to automate 60-70 percent of queries to reduce response times and enhance the overall customer experience. This vision, which seemed ambitious at the time, has now become a reality, with Rezo AI achieving 70 percent automation in just two months, addressing a global problem.

What are some of the main areas of responsibility you handle as both the co-founder and CGO (Chief Growth officer)?

Initially, I focused heavily on sales; but now, my role has evolved into leading the growth efforts for our existing clients. I am primarily responsible for nurturing these accounts, ensuring a positive experience, and strategizing how to significantly increase their growth and revenue for our organization while delivering enhanced value to our clients.

What has been your success mantra?

My mantra for success is 'Not giving up'. It's challenging because there are moments when quitting might seem like the easiest option, but I firmly believe in persevering and staying through tough times. Sometimes you might not feel like you have the energy or the right circumstances, but staying resilient and not quitting will eventually turn things in your favor.

Rashi Gupta, Co-Founder & Chief Growth Officer, Rezo AI

Rashi is a data science expert specializing in data mining and crafting statistical & computational strategies to manage intricate datasets. She has created and implemented models featured in globally recognized journals. Rashi holds a doctoral degree from the University of Helsinki and dual master's degrees from IIT Delhi.