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Artificial intelligence is continuously transforming the business communication landscape and has already become a primary channel for interactions between businesses and their customers. The rise of connectivity, remote work, and complex digital journeys has made it essential for organizations to maintain seamless, relevant, and easily accessible communication.
AI facilitates this transition by speeding up processes, simplifying collaboration, and enabling teams to focus on achieving results rather than getting bogged down by operational challenges.
On the latest episode of the Analytics Insight podcast, host Priya Dialani speaks with Ujwal Makhija, the Founder and Managing Director of Phonon Communications, about how AI, automation, and omnichannel platforms are transforming customer engagement in large businesses and airlines. Ujwal states that AI is not intended to replace human agents. Instead, it should empower them. In his view, most communication failures stem not from weak technology but from missing context.
Recalling his experience in building some of India’s earliest call centres, Ujwal explains that legacy CRM systems prioritised efficiency at the expense of situational understanding. The performance of these systems was excellent until the world disruptions, weather events, cultural differences, or sudden demand spikes exposed their limits. His insight was very simple: let the machines handle repetitive tasks and let the humans handle those that require empathy, judgment, and problem-solving. This principle became the foundation of Phonon’s AI-led communication strategy.
The discussion challenges the popular narrative of AI as a cost-reduction lever. Instead, AI emerges as a force multiplier. By instantly retrieving data, structuring conversations, and operating across channels, AI allows agents to concentrate on high-value, complex interactions. Ujwal compares this shift to earlier technology transitions, where roles evolved rather than disappeared.
Aviation is a sector where customer stress levels are at their highest, and dissatisfaction is the immediate result of information gaps. The airlines have become e-commerce companies with perishable inventory; thus, predictive insights and hyper-personalization are essential.
The future of smart systems, where AI handles the volume and speed while humans provide customers with confidence and assurance, is coming. Businesses that use automation wisely and continue to prioritize value will build customer loyalty for a long time. On the other hand, those practicing total automation without a clear purpose will not have such loyalty.
