Ecoprime startup; When call centers transform from an operational cost to a decision-making engine

Ecoprime is a voice artificial intelligence startup that is trying to change the definition of call centers; From a costly answering machine to a live source of data analytics and business insights. In a conversation with us, Iman Heshmat, the founder of this startup, tells us about the way Ecoprime was formed, the technical and infrastructure challenges, and the prospect of building a “call center powered by artificial intelligence”.

Ecoprime’s two main arms; Voice agent and call analysis

Ecoprime product is based on two main axes. The first arm is intelligent voice agents that interact with customers live and in real time. The second arm is the call analysis and classification platform; A system that processes thousands of hours of call center conversations and extracts key performance indicators (KPIs), operator behavior, and business insights.

According to the founder of Ecoprime, the ultimate goal of this platform is to convert raw audio data into decision-able information for managers; An approach that in the global market examples such as Observe.AI, CallMiner and Twilio They follow it.

From childhood interest in robots to the birth of Ecoprime

Iman Heshmat considers the formation of Ecoprime as a personal path. He says that since he was a child, he has lived with the robots he saw in movies and animations like Star Wars, Transformers and WALL·E, and has always been fascinated by their “understanding, intelligence and rapid interaction.”
The main spark of Ecoprime was struck on the first of April this year; Simultaneously with the introduction of new audio models that had an acceptable performance on the Persian language. From the beginning of summer, the work on the product started and gradually the team was formed; Amir Hossein, Heshmat’s childhood friend, joined the technical team and Siavash took responsibility for the brand identity and brand voice. The first real implementation of the product was done in cooperation with a charity organization.

competitive advantage; Low latency, localization and compatibility with existing infrastructure

Ecoprime is currently focused on large businesses, but its vision is beyond: building voice agents that any business can set up with just a few clicks.
According to Heshmat, there are three key advantages of Ecoprime compared to foreign competitors:

1. very low latency due to the deployment of servers near the country’s telecommunication infrastructure; A vital factor for live phone calls.

2. Full focus on the Iranian market and the region and optimizing models based on the real needs of customers.

3. No need to redefine processes; Agents are implemented on the same existing infrastructure as organizations.

Diginext’s role in startup credibility and maturity

According to the founder of Ecoprime, attracting capital is not just financing. Attendance at Diginext It has helped this startup to gain credibility and a valuable communication network in addition to financial resources. Bootcamps, events and communication with big players in the ecosystem, according to him, have played an important role in establishing Ecoprime’s position.

challenges; From infrastructural limitations to dangerous dependency

From a technical point of view, Heshmat believes that text-to-speech and text-to-text models have paved the way to some extent, although the development of Persian models still requires serious investment.
But the biggest obstacle to growth is filtering and sanctions; Dependence on unsustainable methods to access today’s technologies is a serious risk for a startup that wants to provide a sustainable service at the regional level.

perspective; Call center powered by artificial intelligence

Ecoprime wants to become a complete AI-powered Contact Center; A system that covers infrastructure layers such as SIP and VoIP networks to the highest layers of generative artificial intelligence.
In this direction, the development of companion intelligent agents similar to copilots is also on the agenda; Agents that not only talk to the customer, but also analyze all voice interactions and show managers where opportunities are wasted and what exactly the customer wants.

In the end, Heshmat emphasized: “Our goal is that every business, from a small startup to a large organization, can have a fully intelligent and autonomous contact center without getting involved in technical complications; A center that serves business growth 24 hours a day.”