Konverz AI x Ather

Transforming Customer Service Teams at Ather Energy with Konverz AI’s Nurture Platform

Challenge: Diverse Workforce, Language Barriers, and Role-Specific Competencies Ather Energy, a pioneer in the electric vehicle (EV) industry, sought to elevate the performance and potential of their national and regional customer service teams. This workforce, operating across multiple regions, presented unique challenges due to linguistic diversity—team members primarily communicated in native languages such as Hindi, Malayalam, Kannada, and Telugu. Ather aimed to assess employees at all levels of customer success and delivery roles, benchmarking them against success profiles tailored to the company's needs. The goal was to ensure alignment with role-specific competencies while navigating the complexities of language and regional nuances.

Solution: Konverz AI’s Multilingual and Research-Based Nurture Platform Konverz AI’s Nurture platform, powered by multilingual conversational intelligence, enabled seamless talent assessment across Ather’s diverse workforce. The platform utilized advanced AI models rooted in psycholinguistics and behavioral science, ensuring accurate, unbiased evaluations regardless of language or cultural variations. Customized success profiles, integrating Ather-specific customer service competencies and Konverz AI’s normed measures of behavioral and domain attributes, served as the foundation for analysis.

Scientific and Data-Driven Assessment Approach The deployment leveraged AI-driven conversational assessments, including video and audio proctoring, to evaluate a range of competencies critical to customer service and delivery roles. Key aspects included:

• Language-Adapted Assessment: Assessments were conducted in regional languages, ensuring accessibility and precision for participants who were more comfortable in their native tongues.

• Benchmarking Against Success Profiles: Employee results were compared to custom Ather-specific success profiles, enriched with Konverz AI’s robust library of normed behavioral and domain measures. This dual-layer benchmarking provided both role-specific and industry-wide contextual insights.

• 360° Talent Insights: Each assessment analyzed a comprehensive array of parameters, from customer-centric communication and problem-solving to role-specific technical and behavioral attributes.

Outcomes and Key Insights

• Enhanced Competency Alignment: The platform identified gaps and strengths by evaluating employees against both Ather’s tailored profiles and global norms, enabling targeted development plans.

• Multilingual Precision: Language adaptability significantly improved the accuracy and fairness of evaluations, setting a benchmark for assessing linguistically diverse teams in customer-facing roles.

• Predictive Success Metrics: By correlating assessment results with performance metrics, Ather gained actionable insights into which competencies most strongly influenced success in customer service roles.

Strategic Impact

• Optimized Workforce Readiness: The analysis equipped Ather with data-driven strategies to align talent with organizational goals, ensuring employees were placed in roles best suited to their skills and potential.

• Cultural and Regional Inclusivity: The multilingual capabilities of Konverz AI’s Nurture platform underscored Ather’s commitment to inclusivity, fostering a sense of empowerment and equity among team members.

• Agile Talent Development: The insights supported real-time adjustments to training and development programs, promoting a culture of continuous learning and adaptability.

Scientific Foundation: Behavioral and Domain Insights at Scale The assessments drew on decades of psycholinguistic and behavioral science research, ensuring rigorous, unbiased evaluations. Konverz AI’s normed measures provided reliable benchmarks, calibrated to account for regional and linguistic variances. This approach ensured that the analysis was both scientifically robust and practically relevant, offering Ather a clear path to enhancing team effectiveness in customer success roles.

By leveraging Konverz AI’s Nurture platform, Ather Energy turned a potential challenge into an opportunity for transformation. The scientific rigor, multilingual adaptability, and role-specific insights empowered Ather to optimize its customer service teams across regions, setting a new standard for excellence in workforce evaluation and development. This case exemplifies how advanced AI solutions can address complex organizational challenges, bridging gaps in communication, culture, and capability to drive meaningful, measurable impact.