Coforge Launches Orion: A Gen AI-Based Autonomous Self-Service Solution

Coforge Limited, a global digital services and solutions provider, has introduced Coforge Orion, a Gen AI-based autonomous self-service solution aimed at enhancing customer experience across various industries.

Coforge Orion marks a significant advancement in customer engagement, utilizing generative AI to facilitate seamless interactions. This platform automates outbound and inbound calls, enabling proactive engagement, intelligent responses, and autonomous actions, representing an evolution in traditional automation.

Unlike scripted communication, Coforge Orion employs AI algorithms to engage in natural conversations, adapting dynamically to each interaction. This allows businesses to streamline communication processes while fostering deeper connections with customers.

Vic Gupta, Executive Vice President at Coforge, explained, "Coforge Orion is an enterprise-grade AI solution designed for bi-directional human-like conversations, supporting sales, marketing, and customer service functions. It leverages language models for automated outbound calls and generative AI for speech-to-text and text-to-speech interactions."

Coforge Orion empowers businesses to deliver exceptional customer experiences and optimize operations through generative AI. Customers can engage with intelligent virtual agents 24/7, benefitting from multilingual support and seamless interactions via channels like WhatsApp and SMS. Meanwhile, businesses enjoy integration with CRM systems and third-party APIs, with autonomous agents addressing challenges such as error rates and training efforts.

Already successful in pilot programs, Coforge Orion is tailored for industries including travel, banking, insurance, and healthcare, offering a comprehensive solution to elevate customer interactions and drive business growth.