Optimizing Call Centers with AI & BI by Suman Chintala of 66degrees

As a Business Intelligence Architect at 66degrees, I lead complex projects that revolve around cloud-based analytics, artificial intelligence, Google Cloud, and business intelligence platforms.

My responsibilities include designing data architectures, integrating data using various cloud techniques, implementing AI models, optimizing BI platforms such as MicroStrategy, Power BI, and Google Looker, and delivering data-driven solutions that empower organizations with actionable insights.

66degrees is a technology consulting firm that focuses on cloud transformation and business intelligence. The company collaborates with clients to optimize operations, improve data management, and harness cloud platforms for advanced analytics and AI solutions.

By delivering innovative and scalable BI solutions, 66degrees enables organizations to make data-driven decisions that enhance efficiency and drive operational success.

66degrees operates within the cloud consulting and business intelligence space. The industry is defined by rapid technological advancements, focusing on leveraging cloud platforms like Google Cloud, Microsoft Azure, and Snowflake for business optimization.

The industry's key characteristics are innovation, scalability, and the ability to quickly adapt to changing data needs and technologies.

Winning the TITAN Business Awards is a testament to the hard work and dedication of the entire 66degrees team. It highlights our collective efforts to drive innovation and create impactful, AI-driven solutions for our clients. This recognition further validates our approach to leveraging cutting-edge technology to solve complex business problems.

Winning an international award in the TITAN Business Awards boosts 66 degrees' visibility in the global market. It enhances our credibility and positions us as leaders in business intelligence and AI. This recognition helps us attract more clients and projects that value innovation and data-driven decision-making.

One key challenge was ensuring the seamless integration of AI-driven solutions into existing call center operations. Automating 100% of customer call evaluations using Generative AI required deep collaboration between teams to fine-tune the models for accurate sentiment analysis. Marketing the solution involved demonstrating its real-time impact on call center performance and customer satisfaction.

The ideation process involves identifying specific pain points within client organizations and leveraging data analytics, AI, and cloud technologies to develop solutions. Collaboration and client feedback play a significant role in refining and aligning these ideas with business goals.

My focus is always on creating solutions that solve immediate problems and provide long-term value.

A successful team fosters a culture of collaboration, innovation, and continuous learning. A successful organization leverages its people’s strengths, adapts to new technologies, and remains agile in the face of change. Success is measured not only by financial outcomes but also by the ability to create lasting, positive impacts on clients and industries.

Our success is built on technical expertise, strategic partnerships, and a strong focus on customer outcomes. By staying ahead of industry trends, continuously upskilling, and prioritizing innovation, we have delivered high-impact, scalable solutions that drive operational excellence for our clients.

Based in the United States, we thrive within a dynamic ecosystem of technological innovation and talent. The availability of cutting-edge cloud infrastructure and AI technologies has been instrumental in advancing our solutions and fostering a culture of data-driven decision-making across various industries.

The pandemic presented challenges in maintaining seamless operations and ensuring data security as teams transitioned to remote work. We overcame these obstacles by accelerating our digital transformation efforts, moving critical infrastructure to the cloud, and implementing robust security protocols to ensure business continuity.

The rise of AI-driven analytics and machine learning in business intelligence is fascinating. The ability to automate processes like demand forecasting and sentiment analysis, coupled with real-time data insights, is transforming how businesses operate and make decisions.

I recommend leveraging cloud-based platforms like Google Cloud and Microsoft Azure for scalability, as well as focusing on self-service BI tools like Power BI and Google Looker to empower teams with data. Continuous learning and certification in emerging technologies like AI and machine learning are essential for staying competitive.

In the next 5-10 years, I see the business industry increasingly leveraging AI and machine learning to make real-time decisions. Predictive analytics will become more widespread, and cloud platforms will continue to evolve, providing businesses with unprecedented flexibility and scale.

I have been inspired by many industry leaders who have shown resilience and innovation, especially during times of change. However, the most significant inspiration comes from those who challenge conventional thinking and push the boundaries of what technology can achieve.

The key to success is a combination of perseverance, continuous learning, and the ability to adapt to new challenges. Surround yourself with a team that shares your vision and strive for excellence in every endeavor.