One small step for bots, one giant leap for creating unique GenAI solutions
This is part 3 of our 4-part series on GenAI solutions by Nortal's Head of Data & AI.
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Estonia celebrated its Language Day recently, which is remarkable in itself - imagine a small language of approximately 1.1M speakers manages to survive in today's internet- and AI-driven worlds, where the lingua franca is English, where billions of people speak 1 of 5 languages and where tradition and community are weakening since we as a society operate differently than we did a hundred years ago.
That brings me to my team's success story of a unique GenAI solution we call the Agentic Voice Bot - a name that does not do justice to the advancement and innovation of the development.
Namely, we created a solution that speaks, comprehends and, in its existence, advances small languages like Estonian. Aside from the Estonian language factor, the agentic solution is unique in determining human behaviors, testing different approaches and teaching the model natural human interaction - a skill we hope to integrate into all GenAI solutions to minimize friction between people and machines in the long run. So, what does an agentic Estonian-speaking bot do?
The challenge: scaling customer engagement without increasing costs
Organizations, especially those in the financial and service industries, face significant challenges in managing high volumes of customer calls. Providing personalized experience requires substantial human resources, including multilingual support staff, available around the clock. Many companies opt for outsourcing these services, but that often comes with high costs and inconsistent customer experiences.
To help address these challenges, we developed an AI-powered voice bot. This advanced solution is designed to handle customer interactions at scale, making outbound and inbound calls in multiple languages while delivering human-like conversations. The impact? Increased customer outreach, improved service quality, and significantly reduced operational costs.
How our GenAI-powered voice bot works
Our intelligent voice bot automates customer engagement by integrating three core AI models:
- Advanced speech recognition– This enables the bot to accurately interpret what the customer is saying, even in noisy environments or with varying accents.
- Smart response generation– Leveraging a large language model, the bot understands the context of the conversation and generates relevant, context-aware responses.
- Natural-sounding speech synthesis– The AI replicates human speech patterns, ensuring a smooth and engaging interaction with customers.
Why small language and unique terminology support is a game changer
As I mentioned, one of the most remarkable aspects of our GenAI agentic voice bot is its ability to handle small languages, such as Estonian, fluently. Smaller languages are often overlooked by mainstream AI voice solutions that prioritize larger, widely spoken languages.
This means the models can be trained to interact as intended, learning jargon, technical language, vocabulary associated by a field, making it sound natural and welcoming.
Many AI-driven call automation systems do not support niche languages, leaving a gap for businesses that operate in regions with smaller linguistic populations.
Our team changes that. By incorporating language capabilities, we enable local businesses to provide automated customer engagement without sacrificing language quality. In addition, each industry can train the agent to use terminologies familiar to their target group or customers.
This ensures that customers receive a personalized, familiar, natural, and native-language experience, which is critical for trust and customer satisfaction. The ability to support small languages not only expands AI accessibility but also sets a new standard for how businesses can use GenAI to serve diverse customer bases.
The business impact: more than just automation
The implementation of our GenAI-powered voice bot has led to several key benefits for organizations:
- Scalability – can handle thousands of customer calls simultaneously, ensuring no customer is left waiting.
- Cost efficiency – Automating call center operations reduces the need for large human support teams, cutting costs significantly.
- Enhanced customer experience – delivers fast, accurate, and multilingual support, providing a seamless customer journey.
- Increased sales opportunities – With its agentic capabilities, the solution can proactively reach out to customers, inform them about new products, and even complete transactions.
- Linguistic inclusion – By supporting smaller languages like Estonian, our GenAI solution ensures that businesses operating in niche markets can still leverage cutting-edge AI solutions without language barriers.
The future of GenAI in business
Generative AI is changing how organizations operate, offering endless possibilities for automation, personalization, and efficiency. Voice bots with agentic capabilities are just one example of how AI can drive business transformation. As organizations continue to explore the power of AI, those that adopt and integrate GenAI solutions will have a competitive edge in delivering superior customer experiences while maintaining cost efficiency.
I am very proud of the work we've done to thrive on solving the toughest AI challenges. Whether it's improving customer engagement, increasing data intelligence, or building the next generation of AI-driven solutions, we help GenAI to leave a mark and expand from small insignificant tasks it often ends up with.
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Nortal is a strategic innovation and technology company with an unparalleled track-record of delivering successful transformation projects over 20 years.