Shunya Labs Launches Real-Time Voice Intelligence Platform
Shunya Labs announces 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.
Created for actual customer dialogues, the platform handles voice interactions in real time. It transforms dialogues, texts, and files into organized data, identifying intent, problem type, account details, and essential actions, which can be seamlessly integrated into CRM and ITSM platforms.
This tackles a key deficiency in customer operations, where extensive amounts of conversational data are unstructured and underused, hindering visibility and delaying decisions. By organizing and examining this data instantly, organizations can react more quickly, automate processes, and gain valuable insights from each interaction.
The platform is designed to function in various and intricate customer settings, enabling transcription in more than 120 languages while addressing accents, code-switching, and ambient noise. This allows contact centers to provide consistent and high-quality interactions across geographical areas and language contexts where conventional systems frequently encounter challenges.
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During live interactions, the platform offers immediate assistance to agents via transcription, context-aware knowledge prompts, and recommended replies. It also streamlines regular workflows by identifying customer intent and addressing frequent questions, while guaranteeing that more intricate cases are smartly directed to the right teams, enhancing both effectiveness and resolution quality.
Ritu Mehrotra, Co-Founder and CEO of Shunya Labs says, “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 organizations can act on them in real time while improving outcomes for both customers and agents.”
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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.
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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.