Exotel has introduced Harmony, its new AI human orchestration platform that brings voice, messaging and AI together in a single intelligent customer experience system. This marks a major step in the company’s plan to offer a unified approach to customer interaction.
The company expects Harmony to drive strong business growth. It estimates that the adoption of the platform will deliver double digit revenue growth in FY27, showing rising demand for AI human orchestration solutions.
Exotel said Harmony places the company among a small group of global players that offer voice, messaging, video and AI in one full stack architecture. A customer experience platform is a unified technology system that helps companies manage and improve customer interactions by centralising data, interactions and analytics across all channels.
Harmony can enable up to 60 per cent automation, increase productivity by 15 to 20 per cent, and deliver 99.9 per cent uptime. The platform aims to combine efficiency with context aware experiences across customer journeys.
The company currently supports more than 25 billion customer interactions every year, including 4 billion AI driven conversations. It serves over 7,000 enterprises, including Apollo 24×7, HDFC Securities, Future Generali, JSW and MG Motor.
The launch of this next generation AI platform is also expected to strengthen Exotel’s international presence across Southeast Asia, the Middle East and Africa.
Sachin Bhatia, co founder and Chief Growth Officer at Exotel, said customers want an experience that is defined by context and recognises their specific need for resolutions at speed. He said the company will use Harmony to transform business design and move away from disconnected interactions towards a unified and intelligent ecosystem.
Mohit Jamwal, Vice President for Solution Strategy and Product Marketing at Exotel, said by making intelligence programmable and context continuous, the company enables brands to build experiences that evolve, self learn and truly connect. He said Harmony’s human assisted AI model allows a single agent to monitor multiple bot interactions.
The conversational AI segment was valued at ₹38 billion in 2024 and is expected to grow four times by 2030. Voice AI is forecasted to reach 1.82 billion dollars in the same period.
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