Gurugram, India, Mar 25: Shunya Labs, today announced the launch of its real–time voice AI platform for contact centres. Built as an end-to-end intelligence layer, the platform enables organisations to process live customer interactions, extract structured insights, and act on them in real time, improving efficiency, accuracy, and overall customer experience at scale.
Designed for real-world customer conversations, the platform processes voice interactions as they happen. It converts conversations, messages, and attachments into structured data, extracting intent, issue type, account information, and key actions, which can be directly integrated into CRM and ITSM systems. This addresses a fundamental gap in customer operations, where large volumes of conversational data remain unstructured and underutilised, limiting visibility and slowing decision-making. By structuring and analysing this data in real time, organisations can respond faster, automate workflows, and derive meaningful insights from every interaction.
The platform is built to operate across diverse and complex customer environments, supporting transcription in over 120 languages while handling accents, code-switching, and background noise. This enables contact centres to deliver consistent and high-quality engagement across regions and linguistic contexts where traditional systems often struggle.
In live interactions, the platform provides real–time support to agents through transcription, contextual knowledge prompts, and suggested responses. It also automates routine workflows by detecting customer intent and resolving common queries, while ensuring that more complex cases are intelligently routed to the appropriate teams, improving both efficiency and resolution quality.
Ritu Mehrotra, Co-Founder and CEO of Shunya Labs said, “Customer conversations are one of the richest sources of enterprise data, yet most of it remains unstructured and unused. We built this platform to change that to make conversations immediately usable, so organisations can act on them in real time while improving outcomes for both customers and agents.”
In addition to real–time capabilities, the platform delivers post-interaction intelligence through automated summaries, sentiment analysis, and trend identification. These insights help improve agent performance, strengthen quality assurance, and provide a clearer, system-wide understanding of customer needs and operational bottlenecks.
Built with enterprise requirements in mind, the platform supports secure deployment across private cloud and on-premise environments, ensuring full control over data and infrastructure. It includes compliance-focused features such as automated quality checks, policy adherence monitoring, redaction of sensitive information, and audit-ready logs, making it suitable for regulated industries and high-trust environments.
With this launch, Shunya Labs expands its focus on applied voice AI systems, building infrastructure for environments where language complexity, real–time decision-making, and data control are critical to customer engagement and operational performance.
