Conversations with customers provide a tonne of unstructured data from which valuable insights can be derived. This is where speech analytics comes into play.

Founded by Harshita Srivastava and Aman Goel, GreyLabs Al is a Mumbai-based startup that offers speech analytics solutions for financial services institutions-claims to do this not just with ease but also quickly, smartly, and with "near-human-level accuracy"-thanks to the integration of GenAl into the field of transcription.

GreyLabs' GenAl-powered platform analyses recordings of calls with customers, monitors the service agent's performance, and provides insights to improve customer service and quality assurance. The tool also identifies revenue opportunities from calls and flags them for the outbound team to reach out to customers for lead generation or sales.

Here's how it works

Clients upload the customer call recordings on Greylabs' platform after the conversation has taken place. The startup's SaaS product converts every single call placed to a customer service agent into text using a proprietary speech-to-text engine. Then GenAl-powered LLMs (large language models) are run on top to analyse the conversation and offer accurate insights.

GreyLabs' platform is customisable for various parameters and use cases such as sales, collections, and customer service for banks, NBFCs, life insurance, health insurance, and broking.