Enthu.ai Success Story - How is it Providing Actionable Insights from Customer Interactions?
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Conversational analytics is the concept of extracting useful data from human speech and making analysis/interpretations using AI/ML. As technology is advancing exponentially, so are the great minds of entrepreneurs. Tushar Jain realized that there is still less scope outside in automating the manual process of sales people.
He got his Eureka moment, and established an amazing product named 'Enthu'. Enthu (as a product) was conceptualized and built by the entrepreneurial and technical minds of Tushar Jain and Vishal Verma.
Conversation analytics is a costly technology, thus limited to only a few. Enthu's vision is to make conversation analytics/speech analytics platform affordable to businesses at a reasonable rate with important feature. Enthu is a SaaS based conversation intelligence platform that turns customer calls into actionable insights.
StartupTalky interviewed Tushar Jain (Founder of Enthu.ai) to understand the Conversation analytics industry and know about Enthu.ai Startup Story.
So, let's walk through the Startup Story of Enthu.ai and delve into everything about Enthu's founder, business model, startup idea, products, revenue model, and more.
Enthu.ai - Company Highlights
| Company Name | Enthu.AI |
|---|---|
| Headquarter | Chandigarh, India |
| Founders | Tushar Jain, Vishal Verma (Technical co-founder) |
| Sector | Conversation Intelligence, Speech Analytics, AI |
| Founding Year | 2020 |
| Total Funding | $15 mn |
| Registered Entity Name | OnPage Infotek LLP |
| Contact Email | hello@enthu.ai |
Enthu.ai - About
Enthu.ai - Market/Industry Details
Enthu.ai - Founders and Team
Enthu.ai - Startup Story
Enthu.ai - Name and Logo
Enthu.ai - Business Model and Revenue Model
Enthu.ai - Funding and Investors
Enthu.ai - Customer Acquisition
Enthu.ai - Advisors and Mentors
Enthu.ai - Startup Challenges
Enthu.ai - Future Plans
Enthu.ai - About
Enthu is a SaaS-based conversation intelligence platform that turns customer calls into actionable insights. It automates the ability to listen to every customer interaction and drive agents’ performance by identifying the behaviors that impact outcomes.
Enthu is aimed at improving contact center performance by delivering highly effective, scalable, and usable conversation analytics. The core of the platform is analytics, where each call is analyzed for call moments and reports can be pulled out for QA analysis. Enthu can completely analyse the call interactions, extract actionable sentiment and interaction insights, and in this way, it helps to streamline the workflows.
It is a horizontal play, which means Enthu can be easily deployed across business functions, be it the revenue side (like sales, customer success etc.) or the margin side (like customer support, call quality monitoring, rep training & coaching, recruitment operations etc.).
Products of Enthu.ai and how does Enthu.ai work?
The product (Enthu) integrates with the VoIP platform which calling teams use. The call feeds are automatically picked by Enthu and analyzed.
One of the important aspect here is that the product is 100% customizable i.e. the user can replicate their calling scripts/themes in the system, create teams/agents and assign custom feedback forms. ‌‌The core of the platform is the analytics where each call is analyzed for call moments and reports can be pulled out for QA analysis.
Enthu.ai aims to help the managers gain a complete awareness of their customer service operations, which will let them run coaching for their agents.
Suppose a company would want to run a Christmas campaign where they would offer their products at a discount. Here, they need to make relevant calls that the agents would dial. In such situations, the call centre managers were rendered helpless at the end of the day earlier. However, now they can now evaluate the calls and check whether the pitching was right and all the points of improvements that they bring to the process. Enthu.ai would help them define the manual script where they would not have to listen to random calls anymore. The Enthu software would instead help them process all the calls and provide detailed reports or conversation analyses.
Enthu.ai - Market/Industry Details
Conversation Analytics Platform & Speech Analytics is the domain of Enthu.ai.
As per a report by Mordor Intelligence, the speech analytics market worldwide was valued at $1.34 billion in 2019, and is expected to reach a value of $4.38 billion by 2025. That’s a CAGR of 21.6% over the 5-year period between 2020 and 2025.
While North America is still the largest market, Asia Pacific is the fastest-growing market, probably because of the high concentration of call centers in the region.
Lakshya Singh
Enthu.ai - Founders and Team
Tushar Jain is the Founder of Enthu.ai. Vishal Verma is the Technical Co-founder of Enthu.ai
Tushar Jain (Founder, Enthu.ai)
Tushar Jain is an Engineer, who has completed an MBA from NMIMS. He has over 9 years of corporate experience working in brands like McKinsey & Company and HCL Tech. He has also worked in startups like Jugnoo Technologies, where he worked as Head of Marketing. Tushar was also the Head of Marketing at Kays Harbor. After that, he founded OnPage Champ. He led the entrepreneurial journey since January 2019, when he started working on his 1st product - OnPage Champ. He then founded Enthu.ai in July 2020.
Vishal Verma (Head of Technology, Enthu.ai)
Vishal joined us as an employee of Enthu.ai in March 2020 (for OnPage Champ). He has a very rich experience in servers and algorithms. He displayed exemplary leadership, and problem-solving capabilities and was instrumental in building the crawling engine of OnPage Champ.
As they decided to start working on Enthu, Vishal shared his vision about building Enthu.ai and offered to join as a technical cofounder for Enthu. That’s how Vishal boarded with Tushar.
Vishal's role in building Enthu.ai was exemplary. He guided the team and ensured that they launched the MVP for Enthu in just 20 days, and by the end of the first month, they were together pitching Enthu to real customers.‌‌ Vishal left the company in December 2021 and then began to work as an IT Consultant.
Gaurav Mittal is another Co-founder of Enthu.ai, who is serving the position at Enthu.ai since May 2021.
Enthu's work culture is more of a decentralized organisation. At Enthu, individuals are motivated to take decisions irrespective of the outcome.
Its hiring criteria is simple -
"We are fast movers and we chose people who are independent thinkers and take ownership of their work" Says Tushar Jain, Founder, Enthu.ai
Enthu.ai - Startup Story
The idea for Enthu germinated while Tushar was trying to scale his other product OnPage Champ (the product is still active and has a user base of 2000+).
During the COVID lockdown, Tushar was trying to scale up the outreach team at OnPage Champ. The idea was - the team makes calls and converts the inbound leads that were generated on the website. His sales reps were working remote and there was no way he could quickly analyze what was happening on the calls, except going through the meeting notes or listening to the calls. Both these activities required a significant amount of time investment, something which he couldn’t afford.
In a way, he felt a lack of control over the feedback, coaching and training, that he should offer to the salespeople, basis the conversations they are making day in and day out.
At that moment, Tushar started looking for conversation analytics solutions in the market. There were a couple of great options, but all were heavily priced and targeted towards enterprises. Moreover, a majority of them wanted a prior commitment, either in terms of number of agents or annual contracts, something which he wasn’t ready to make. This was his eureka moment: to build a speech analytics platform that can cater to a wider audience (especially SMEs), irrespective of any restrictions.
There are a number of contact centers in Chandigarh and he started talking to founders and operation managers. The idea was not to pitch the solution but to understand the following-
- How do they manage the call quality?
- What are their pain points?
- How frequent are the pain points and what they are doing to solve it?
I strongly recommend you to read “The Mom Test” if you want to learn how to take customer interviews - Says, Tushar
‌‌Based on these interactions with people, Tushar realized that monitoring call quality is still a manual process across majority of the contact centers, and that there’s a lot of scope of automating this labor-intensive process. ‌‌That’s when Tushar along with Vishal, started working on the MVP for Enthu.
Avantika Bhardwaj
Enthu.ai - Name and Logo
Tushar (founder of Enthu) was looking for an adjective that has a close association with people who sell on calls. Being enthusiastic about one's product/service is the first step to success when it comes to sales.‌‌ That’s how the slang 'ENTHU' was determined.
Enthu.ai - Business Model and Revenue Model
Enthu works on per agent per month model, with no annual or minimum rep commitments. It offers a 14-day free trial during which it runs a pilot for the customers to showcase the value of speech analytics and conversational AI.
‌‌The base plan for Enthu starts with $25 per agent, and that includes fixed number of transcription hours. It also offers custom plans depending on calling needs and volume.
Sarika Anand
Enthu.ai - Funding and Investors
Enthu.ai was initially bootstrapped before it raised a $15 mn Pre-Seed round of funding led by Ankit Dudhwewala, and Appit Simple Infotek. Suhasini Dudhwewala is another investor of Enthu.ai
| Date | Funding Round | Deal Value | Lead Investors |
|---|---|---|---|
| May 11, 2021 | Pre-Seed Round | $15 mn | Ankit Dudhwewala, Appit Simple Infotek |
Enthu.ai - Customer Acquisition
Via cold outreach and referrals, Enthu acquired a couple of customers since its inception. The customers are majorly contact centers and SaaS companies. It has already established the RoI of the product for its initial few customers.
"LinkedIn works best for us to acquire customers."- Says Tushar
Enthu.ai - Advisors and Mentors
CallHippo, a leading VoIP provider is Enthu's partner. CallHippo helped them to get lot of industry insights and mentorship.
Enthu.ai - Startup Challenges
Tushar felt that technology was one of the main challenging aspects, as the system had to be made accurate with an Indian English Accent. However, at the end, they were able to solve it and create an amazing speech analytics platform - Enthu.ai.
Enthu.ai - Future Plans
Enthu's goal for the next 1 year is to work closely with its customers and identify more use cases for the application of voice analytics at contact centers and accordingly invest in the product.
FAQs
What is Enthu.ai?
Enthu.ai is a Chandigarh-headquartered conversational AI startup that was founded in 2020 by Tushar Jain and Vishal Verma, which is helping monitor and analyse the calls and extract valuable information to enhance call quality.
Who were the founders of Enthu.ai?
The founders of Enthu.ai are Tushar Jain and Vishal Verma.
When was Enthu.ai was founded?
Enthu.ai was founded in 2020.
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