The customer experience industry stands at a defining crossroads. Artificial intelligence has moved beyond support functions to become the core of how global businesses engage with customers. Recognizing this transformation, blackNgreen (BNG) founders Rahul Gupta and Karthik Shankar have launched Nexiva, an AI-first venture built to reimagine customer care. Backed by a planned ₹130 crore investment by 2028, Nexiva aims to deliver predictive, adaptive, and deeply inclusive AI solutions for enterprises worldwide—with India as its innovation launchpad.
The timing could not be more strategic. The global conversational AI market, valued at USD 17.05 billion in 2025, is projected to reach USD 49.8 billion by 2031, growing at 19.6% annually. The AI customer service segment is expanding even faster—from USD 12.06 billion in 2024 to USD 47.82 billion by 2030—driven by enterprises seeking to combine automation with human-like empathy.
In this landscape, multilingual capability has emerged as a decisive differentiator. Studies show that 61% of consumers prefer AI assistance in their native language, while 74% say voice-based AI enhances their overall experience when it feels culturally aligned. Nexiva’s multilingual, voice-first approach positions it to serve diverse global markets where linguistic and cultural nuances define customer trust.
Nexiva’s story is deeply rooted in blackNgreen’s legacy of innovation. In 2010, Rahul Gupta and Karthik Shankar launched Magic Voice, a telecom product that let users morph their voices during calls—a first-of-its-kind innovation that amassed over 50 million subscriptions globally and 3 million app downloads within six months of its India debut.
That early success demonstrated a unique ability to identify emerging trends and scale them effectively. Over time, BNG expanded into platforms for religion, gaming, and digital advertising, serving 160+ operators across 80+ countries. This decade of technological evolution now forms the foundation for Nexiva’s AI-first ecosystem.
While Nexiva benefits from BNG’s experience, it operates as an independent entity with its own structure, roadmap, and leadership. BNG has transferred its entire AI practice—including teams, intellectual property, and client relationships—to Nexiva, ensuring clear operational focus. Under this model, BNG itself functions as a billable enterprise client for Nexiva’s AI services.
Nexiva’s market focus spans Latin America, the Middle East & North Africa, and India—regions chosen for their accelerating AI adoption and diverse consumer bases. Latin America offers significant enterprise AI opportunities through government-backed digital transformation. The MENA region’s AI customer service market, projected to grow from USD 4.8 billion in 2025 to USD 19.6 billion by 2031, presents similar momentum. India, serving as both the R&D hub and primary launchpad, leverages its deep AI talent pool and expanding digital ecosystem.
Of the total ₹130 crore investment, ₹40 crore has already been committed to research and development. The remaining funds will support infrastructure, sales and marketing for global expansion, and strategic talent acquisition across engineering and leadership roles.
At its core, Nexiva’s technology is anchored in predictive analytics, adaptive learning, and inclusive design. Its conversational AI agents already live with major telecom clients, handling interactions in over 20 languages with near-human fluency. Early adopters have reported up to 30% faster resolution times and significant improvements in satisfaction scores.
These outcomes mirror a larger industry trend where AI-driven solutions can automate up to 90% of customer interactions while reducing operational costs by as much as 50%. Nexiva’s strength lies in its development of agentic AI systems capable of autonomous decision-making in complex service environments—bringing both efficiency and empathy to scale.
Nexiva is already running active deployments and pilots with leading operators such as Orange, BTC, and Africell, alongside more than 20 proof-of-concepts across insurance, e-commerce, logistics, and NBFC sectors. These projects, spread across India, the Middle East, and Latin America, highlight Nexiva’s cross-industry adaptability and its capacity to deliver measurable impact across diverse business environments.
The company’s partnerships extend beyond telecom, encompassing FMCG, fintech, and BFSI sectors. This diversification mitigates market concentration risks and strengthens Nexiva’s position as a horizontal AI platform capable of addressing any high-volume, customer-facing use case.
As 81% of consumers now believe AI will soon be integral to customer service, Nexiva’s philosophy offers a distinct perspective—AI should be as inclusive as it is intelligent. By designing systems that understand context, emotion, and culture, Nexiva helps businesses engage customers in ways that feel personal, empathetic, and authentic.
Research shows that 88% of CX leaders view AI-driven personalization as essential to meeting rising expectations. Nexiva’s scalable, multilingual AI capabilities directly address this need, ensuring consistent service quality across touchpoints while driving efficiency. For BNG’s telecom clients, seamless integration with Nexiva’s technology provides continuity while unlocking new AI-driven possibilities for growth.
Nexiva’s emergence represents more than a new business launch—it marks India’s growing leadership in global AI innovation. Developed entirely within the country, the platform benefits from India’s world-class engineering expertise, cost efficiency, and entrepreneurial agility. This foundation allows Nexiva to iterate rapidly, deploy globally, and maintain a competitive edge across markets.
As Rahul Gupta observes, “We’re not just building an AI company; we’re building the foundation for how the next generation of customer care will think, learn, and connect.” Nexiva is not merely an evolution of customer service—it is a redefinition of how technology can combine intelligence and empathy to deliver truly human customer experiences at scale.