Retell AI's customers include contact center operators and small- and medium-sized businesses that deal with high call volumes. The platform allows businesses to build voice agents using low-code tooling or upload a custom large language model to tailor the experience. Despite the potential of AI in call centers, there are concerns about more complex queries, particularly given large language models' tendency to make up facts. Retell AI has raised a total of $4.53 million in capital to date and claims to have hundreds of customers.
Key takeaways:
- According to TechSci Research, the global market for contact center AI could grow to nearly $3 billion in 2028, from $2.4 billion in 2022, with around half of contact centers planning to adopt some form of AI in the next year.
- Retell AI, co-founded by Evie Wang, provides a platform for companies to create AI-powered voice agents that can perform basic tasks such as scheduling appointments, reducing costs and wait times.
- Retell's voice agents are powered by large language models fine-tuned for customer service use cases and a speech model that gives voice to text generated by the LLMs. The platform also allows for customization and tailoring of the experience.
- While Retell's platform has been successful in handling basic tasks and reducing latency, it remains to be seen how it will navigate more complex queries and challenges in the field of conversational AI.