#109 - From Start-Up to a Global AI Company: Pranay Jain's Journey from Startup to Industry Leader

00:00:00: Pranay Jain is a serial entrepreneur and business leader with strong track record in AI, enterprise technology & real estate.

00:00:09: As CEO of EnterpriseBot he focuses on driving innovation at the intersection of artificial intelligence and customer experience helping organizations

00:00:21: scale intelligent

00:00:23: automation solutions.

00:00:27: such as Generali,

00:00:28: AXA

00:00:29: and DHL in transforming

00:00:31: their

00:00:31: business with this groundbreaking

00:00:34: technology.

00:01:02: And you are the founder of Enterprise AI, so that means your in middle of huge revolution.

00:01:12: So tell us about your company.

00:01:13: what does enterprise do?

00:01:16: Firstly, thanks a lot for having me.

00:01:17: Super excited to be here!

00:01:19: So Enterprise Bot.

00:01:20: we are all about bringing AI into medium and large enterprises And We work with the likes of AXA, Generali DHL.

00:01:29: Our focus is always how can we help?

00:01:32: firstly transform the contact center?

00:01:34: That's kind of our niche.

00:01:36: We just feel like there's so much to do in terms of creating value over here.

00:01:40: Like I still remember, I was in the US and my flight was disrupted And i think it was American Airlines...I had basically placed a call.. ..i was at dinner.... ...I think they made me wait if im not wrong for seventy four minutes before I could speak to someone!

00:01:54: These are things that we never want happen for any person or business right?

00:01:59: Imagine as a business If you're making somebody wait for seventy-four minutes you're almost guaranteed that they are going to churn.

00:02:07: And these are the things we want to solve and do it in a way so people can become stronger faster but also embed AI, take care of mundane stuff.

00:02:19: You know, I don't know if you've ever actually gone into a call center and seen how like difficult the life is of A Call Center agent because every person who's calling Is frustrated.

00:02:28: It's irritated.

00:02:29: so The idea is can you?

00:02:30: Actually give them a framework or can you actually take away some Of that load So they can actually focus on the person?

00:02:37: Because If you think about the last time your called And you got an amazing experience the person just focused On your problems had enough Time to actually Give you feedback resolve Your problem.

00:02:47: That basically gives you like a eight, nine on ten for that particular brand and that ensures that you retain the customer as well.

00:02:54: And that's one specific problem we are focused on.

00:02:57: I think we're doing reasonably well.

00:03:00: Pranay this also implies that you still need humans of course because customers want to deal not only with AI bots but they have human voice.

00:03:10: maybe there is some problems that the AI cannot solve.

00:03:15: then Correct.

00:03:18: I would break it up into two parts, right?

00:03:19: One is what AI cannot solve which is getting lesser and lesser And What AI should not solve.

00:03:25: now.

00:03:25: let's take the example of a bank.

00:03:28: You know ten years ago or fifteen years ago many banks still you needed to go in Request, you know teller who was human.

00:03:36: you would wait in line sometime To actually get cash out.

00:03:40: today we use ATMs And we are very happy if the ATM gives us money because it's transactional, and its focused.

00:03:45: You want a fastest delivery of that particular service but as soon you do financial planning about buying house or basically to make big decision even though all calculators online can ask chat GPD every question still have comfort when talking with real person.

00:04:02: I think humans need human connect.

00:04:05: which aspects Do you want?

00:04:08: just execution, smarter faster versus which aspects do you wanna emotional connect?

00:04:13: Where do you really engage and create a bigger connection.

00:04:17: And that's why we don't see this paradigm where humans have no role to play at least I hope not.

00:04:24: That is something i dont think any of us would want because as human social creatures We need the connection The idea more about how can utilize our connections in best possible way.

00:04:36: In which other areas Pranay, would you say is the human connection still wanted?

00:04:41: I mean.

00:04:42: You said now execution task.

00:04:44: we could easily use AI now but uh...you mentioned financial planning certain financial services.

00:04:50: what else?

00:04:51: Now imagine?

00:04:53: it's a life insurance policy.

00:04:55: let's say somebody has just passed away that as point where want to make sure there are human connections.

00:05:02: emotional event Also, when let's say you think about claims.

00:05:07: Now the initial questions of what exactly is a claim?

00:05:10: Is great But do also want that human connection to really feel like okay?

00:05:14: No my insurance companies listening to me right.

00:05:16: so especially one.

00:05:17: there are adverse effects.

00:05:19: There was a big gain to actually have from The Human Connection and the idea is not to remove Human Connections.

00:05:26: It's About how Can You Enhance it And Make Sure You're Adding In The Right Spaces.

00:05:30: That'S How We Think Of Things because It really, I think people underestimate the value of that connection.

00:05:37: The value of actually speaking to a real person and you know That's something we're very focused on in delivering also perspective To our clients.

00:05:46: How do you split these journeys?

00:05:48: And how can add more value over there?

00:05:50: Also enhancing human connections by taking certain loads away from your shoulders

00:05:56: Exactly very boring metrics, but actually about thirty percent of the call is spent in identifying you and filling up all pieces that are set.

00:06:12: This isn't where we need human connection.

00:06:14: this is when you want to remove those parts so humans can focus on your brain instead finding out hey you're really John or Max

00:06:25: Panay, yourself.

00:06:27: you come from a real estate business like family-business background and yeah You could have just stayed on the safe route But you decided to go these unsteady entrepreneurial journey this adventure.

00:06:43: So what motivated you do that?

00:06:46: Yeah I think it spent almost five years in real estate.

00:06:50: It was a lot of fun.

00:06:51: There were lots different experiences but very quickly I realized that you know, to create things...I love IT and it just felt like That wasn't my calling or what truly enjoyed.

00:07:04: Don't get me wrong the money can make in real estate is absolutely insane & amazing And there are a lot positives in this space.

00:07:12: But bureaucracy..the way thing works....I just feel like that's not MY space and once I moved into the AI space, it just felt right.

00:07:21: And you know...I also worked with my father and i think both of us have very strong ideas on how exactly to lead things?

00:07:29: You as an entrepreneur need to understand what exactly is that you want to do.

00:07:35: if your a really strong vision then the best thing to start something improve than you can be lucky enough.

00:07:43: Okay, and now with your company you're in Switzerland.

00:07:46: You've been how long in Switzerland?

00:07:48: Almost for eight years

00:07:50: now yeah And you started the company in Switzerland.

00:07:53: So we started as an idea actually here in India.

00:07:56: We got into an accelerator program in the UK.

00:07:59: then basically The beautiful parts of Brexit happened and we had to reimagine that.

00:08:04: okay How should we think about growth?

00:08:06: How should be thinking about the markets?

00:08:09: and at that point there was this accelerator program called F-Ten.

00:08:13: And they invited us to Switzerland, we had no idea about Switzerland!

00:08:17: We came over here.

00:08:18: in the first three months I think... ...we were able to close with Sixth, the Swiss Stock Exchange,... ...with Gen Raleigh & basically with PWC did a deal with Suica.

00:08:28: So big names huh?

00:08:29: Exactly so you know really just felt like it's very inviting.. ..and we're surprised.

00:08:34: And yeah, we've never looked back since.

00:08:37: Switzerland has been very kind to us and absolutely love it here.

00:08:41: What is your core market of the more medium-sized companies but also multinationals?

00:08:47: Yeah so it's a medium size company and multi nationals.

00:08:50: historically We always look at companies that are about thousand plus employees Now actually moving much further down To enable companies with two fifty employees also to actually utilize our services.

00:09:04: We're really making it more scalable, but historically its been let's say the DHLs, AXAs and general use.

00:09:10: And this market SME small medium-sized companies.

00:09:14: how can they benefit from these technologies?

00:09:17: So

00:09:17: I'll give you an example of us.

00:09:19: we are about a hundred people.

00:09:20: now You know...we need to have a twenty four seven support system for our people that utilize our service.

00:09:27: We can either basically have people man this service, or we could actually embed AI to take care of a lot of the things that are already part of our product manuals.

00:09:38: Of basically explanations how-to's wikis everything right?

00:09:42: And we further it can actually have our you know specialists jump in teach when something let say does not match and then the AI learns from those teachings as well.

00:09:52: so its like loop.

00:09:54: So when you put this in that allows as a business to make sure your allocating resources, sales distribution.

00:10:01: To all areas.

00:10:02: allow it grow rather than necessarily heavily on support which can actually get the same level of NPS and execution without putting the amount of money.

00:10:15: That's one key thing we could deliver.

00:10:17: So what does it mean for the companies?

00:10:19: They can save money, make more money and increase efficiency of work load.

00:10:27: Yeah I just take Switzerland right.

00:10:29: so if i need to provide twenty four seven service for my clients provided at a good level would be three or four resources give-or-take let's say eighty two hundred thousand.

00:10:40: in terms of comps you're talking about four hundred thousand half million going just support services.

00:10:46: Now, what we can actually do is bring that down to one FT.

00:10:50: Make sure the other three FT's are focused on sales so I could move capital more towards distribution and scaling.

00:10:57: And AI is able respond a lot of these questions.

00:11:02: The way you've done it because eight years ago when we started, AI was really artificial than intelligent.

00:11:11: really seen is the paradigm shift where artificial intelligence has now truly become intelligent.

00:11:16: And any company can actually within seven days put in their information and get started.

00:11:21: on our technology, we are launching a new contact center technology which will allow any SME to just come in plug-in and within seven day's be up running and start seeing results.

00:11:32: Wow!

00:11:33: Talk about scaling.

00:11:36: What are the plans for your future?

00:11:37: and also, yeah.

00:11:40: The plans of a company?

00:11:42: Yeah I think our focus is everything is on scaling right now.

00:11:46: So you know, focus is on GTM focuses on how can we really empower more companies globally to actually utilize this service?

00:11:55: So adding more language support.

00:11:58: so for example where are really focused on expansion?

00:12:00: in Spain Italy already in France Poland so globally were really focused growth Middle East the key market as well.

00:12:11: And for that, what we're really doing is not only making sure that the product evolves but also in terms of specific people at each location.

00:12:19: because this comes back to The Human Connect.

00:12:21: I think you need to make the tool very easy so it can self-onboard globally.

00:12:27: But do You Also Need To Have Presence In The Local Markets To Truly Understand Okay What Are The Needs In This Space?

00:12:32: How Can We Truly Match Those Needs?

00:12:34: Meet People?

00:12:36: Because Even Though You'll Hear About All These Beautiful AI Agents when I want to do a really big deal.

00:12:43: I still want to sit across from you and know that i can trust because people buy it.

00:12:50: So, have the human connection also a presence locally in this country?

00:12:57: Exactly!

00:12:58: You can buy our technology globally already today.

00:13:01: but what we've seen is as soon as we put some feet on ground really show us hey no your not just number but we truly care about you as client.

00:13:11: it transforms our ability to actually scale that particular geography.

00:13:15: And Pranay, what are the challenges of scaling a company like that globally?

00:13:20: I think... The challenge is always underestimated from all the boring things around organizational setup and being able to employ people in different regions contracting VAT lot things that are let's Fun, but actually the fun part and also the challenging part is around organization right?

00:13:43: How do you ensure so when you have so many different regions?

00:13:46: how do you insure that the culture migrates.

00:13:49: How do You ensure that you know That thought process that hey it's not just about selling It's about delivering value, you know, how do get that in each And every person with all these different locations you know, more and more with all these hybrid roles.

00:14:03: With not having really one office base You see that culture dilute And for us it's a big focus to actually get the teams together on a quarterly basis To make sure we have mindset of that culture.

00:14:16: Because scaling is about making sure That you also transform and push that culture Push those ethos through out the organization.

00:14:25: You cannot scale in silos.

00:14:27: It just isn't possible

00:14:30: unified culture in the company to scale also globally.

00:14:34: Absolutely, and I think you need to reimagine processes.

00:14:37: so when we start off it's all about speed right?

00:14:41: It is literally like okay i'm doing this but don't do that change.

00:14:46: as you started going from let say twenty-thirty people to fifty hundred people two hundred two fifty You have to start putting process not much on speed But making sure that each of those things have high impact, so overall as an organization you can move together.

00:15:05: Otherwise what happens is we've got all these speedboats going in different directions but you and the organisation cannot move in a right direction.

00:15:12: So it's too scattered?

00:15:13: And getting more of the organisation aligned one-direction

00:15:17: Correct because if you truly want scale I think there was really nice saying where... If you wanna go fast, go alone!

00:15:28: Go together.

00:15:30: And that's the concept, right?

00:15:31: Like if you want to go together You need to be a lot more mindful about how do you bring people together and How do you run together at this same pace with some People slightly ahead some people slightly behind?

00:15:42: but the gap should not Be too large because otherwise you're not going to be able as an organization move

00:15:47: forward.

00:15:47: Yeah That's.

00:15:49: uh great tip Pranay, I recently came across the fact that you cannot buy the Mac mini anymore.

00:15:57: What's your take on that?

00:15:59: Yeah!

00:15:59: That was quite crazy right.

00:16:00: like so this concept of open claw game where overnight these particular AI technology went from being nothing to becoming the most popular thing on the internet Where You could not literally go in any place without hearing about Open Claw.

00:16:15: And then, you know You have all these technologies and everyone's competing right open AI Claude Everyone into.

00:16:20: how can you really bring a I agents?

00:16:23: That's what the next two years are all about that.

00:16:25: How Can you actually start thinking about AI more than just this API?

00:16:30: or there is Just small piece that your chat with Into Actually becoming Your partner.

00:16:34: Actually Becoming part of your organization The concept Of AI employees?

00:16:38: It almost feels like science fiction.

00:16:42: it's Really something i would recommend every entrepreneur, every business to start looking at that.

00:16:49: How do you actually put AI agents as part of your organization?

00:16:53: Really think off which employees would really want us AI employees?

00:16:58: and it's not about replacing As I said in the stock many people have this fear about replacing.

00:17:03: It is really putting these together because Every industrial revolution Allowed us to actually create more employment, more benefit.

00:17:11: More productivity.

00:17:12: It's about us being able To reimagine what the future looks like.

00:17:16: And if you can put these together The AI and human.

00:17:20: That is what we are doing with launch of our new contact center platform as well Where you have AI employees and Human Employees really working together.

00:17:29: Ground up Every platform every SaaS company Every business needs to start thinking About that inside their own organization.

00:17:36: So bring technology and humans together.

00:17:39: Bring AI agents, you know it's going beyond the old technology.

00:17:43: Technology before was hey I tell you or a click an ask to do something in.

00:17:47: it did now actually saying no i want even think recommend things are even execute some thing also

00:17:54: be proactive.

00:17:56: exactly

00:17:57: that is paradigm shift.

00:18:00: Prana, I also want to ask you how do you see the market developing in terms of?

00:18:04: will we have more multinational companies or big corporations?

00:18:08: Will We Have More SMEs Or More startups as a result Of The Technology?

00:18:14: So You Know A startup.

00:18:16: like Many People Think Startup Is All About Product But A Scale Up is all about Distribution

00:18:22: Right.

00:18:23: so what you're Seeing Is In The Last Ten Years Social media made it very easy to distribute and for startups, actually reach that medium.

00:18:32: You know the middle space where you could be a ten twenty fifty million ARR kind of company.

00:18:38: But now with AI are seeing so much content pushed online as well That there is a lot more noise.

00:18:44: So it's harder to actually go outside than noise?

00:18:47: What we strongly believe Is your gonna have More startups because its easier To build things.

00:18:53: Your going to Have few of those Startups really Go into The large segment.

00:18:57: But the middle, we actually think is going to contract a little bit because The distribution has concentrated on that top right.

00:19:03: like they have extremely strong Distribution there's too much noise for the guys at the bottom To move up.

00:19:09: They really need to find the niche.

00:19:11: and where?

00:19:11: The stream Really allows them to go from the bottom to the top Because once you get into the distribution chain For example Right seven eight years ago We were selling chat.

00:19:21: You know That was kind of our focus.

00:19:24: Microsoft went into chat and started up providing it at a very low cost in terms of chat AI for chat, etc.

00:19:30: And when he did that the distribution it has.

00:19:33: or For example read microsoft launched teams many years after slack Today teams as maybe five six ten times more users than slack even though slack was actually The person who started their entire process?

00:19:48: It comes down really to distribution and That's why you know we believe the people who want to move from bottom-to-the top need to catch the right stream because it's going to be much harder in middle.

00:20:02: So niche is important, have the right niche and focus?

00:20:06: Very important again.

00:20:08: taking example of Jeff Bezos he mentioned that normally you get three years any new idea completely blank space like a blue ocean to build where nobody's trying kind of come into your space, now with AI that time is just getting contracted.

00:20:28: So you basically have less than probably one and a half two years to really make it for somebody who already there going in very quickly.

00:20:38: And Pranay how else can smaller companies benefit through this new technology?

00:20:45: I mean, it's insane just to tell you something on our side right like so we have what?

00:20:49: Fifty developers.

00:20:49: Just focused on making the eight technology better.

00:20:53: We were doing.

00:20:54: we were shipping updates every month You know with testing etc.

00:20:59: now we do it weekly.

00:21:00: um i think The enhancement of productivity is absolutely insane.

00:21:05: You know globally if you see there's a lot Of cost pressure in terms of trying To say okay how can we bring the costs down and push sales up?

00:21:13: every SME today can leverage AI to actually improve their marketing instantly like, if you're not running AI agents.

00:21:21: To help you do better marketing and positioning You know?

00:21:25: If your'e using AI agent.

00:21:26: so for example right I have a firefly.

00:21:28: in every meeting i basically have my Slack My email everything read by my AI that looks at okay what are the promises we made to our customers to internal people?

00:21:39: Creates a list and actually follows up with me about you know, what needs to be done?

00:21:42: And also follows up With the respective people in the teams.

00:21:46: It's that transformation.

00:21:47: it's really about changing how your work and You know I'm in a bubble where I believe everyone is doing it But when they are actually see how many people like even my.

00:21:56: so My current head of finance comes from one of the best institutes In India in terms of finance right like the best.

00:22:04: it's like the Harvard of India.

00:22:06: now He is still not using artificial intelligence, right?

00:22:10: And he's like no.

00:22:11: No I can do it better and you know sometimes actually send him that hey It's not about You Can Do it Better But its About how You Could Actually Use AI to Brainstorm.

00:22:22: If You use AI To Replace Yourself i think You're doing the wrong Thing.

00:22:26: but if you use AI to Enhance yourself That'S Really The Key.

00:22:30: thats really the unlock and I Think Its Quite Exciting

00:22:33: Wow.

00:22:33: So using AI to enhance yourself and your unique qualification, uniqueness that you bring to the table?

00:22:42: Absolutely!

00:22:43: I mean any person who believes right they are already redundant because of AI is underestimating their own value or knowledge And i think The power of AI Is take your element Your human mindset Your edge To allow it to get magnified.

00:23:02: AI is, you know it's like this really good student who can go and execute for you.

00:23:10: And even help your brain storm but as a human have an edge.

00:23:14: if don't believe that I think you're underestimating how much humans add value.

00:23:18: Pranay in our earlier calls we had mentioned You would not hire yourself If apply to big large corporation.

00:23:29: Why Not?

00:23:31: See, I think most entrepreneurs and this is true not just for myself but many.

00:23:37: We are very strong headed in terms of how we want to believe that the world should move And anyone who does not follow our worldview... ...we believe they're wrong & will push forward irrespective on whether get permission or not.

00:23:51: Large organizations don't work that way.

00:23:53: Also They Don't Work at The Speed That We Like To Work And that's why I think, I can be a great entrepreneur.

00:24:00: But i'm absolutely the worst employer you could ever hire because... ...I am very clear about how we should move forward and when you have such strong convictions.. ..I think the best thing for you to do instead of like doing alot fights internally is to really prove what YOU THINK IS TRUE AND CREATE SOMETHING!

00:24:19: Those are people who will find it hard inside confines but who basically create beautiful things.

00:24:26: At least I hope that's

00:24:28: true.

00:24:29: Pranay, a question i also like to ask my guest is if you were to pick a superpower now?

00:24:34: You can get out of the studio today and have new super power.

00:24:37: which one would you pick

00:24:40: The superpower?

00:24:40: what I would pick And every person in this New Age of AI should pick Is all about being able To connect with other humans.

00:24:49: There are lot that AIs going Take away.

00:24:51: What it not gonna take away is the ability to connect, ability to understand a person in front of you.

00:24:57: And if you can do that then it's never going to be replaced by here.

00:25:01: So more you could do this The more you truly understand pain points.

00:25:05: You know feelings and emotions of people in front.

00:25:09: I think your gonna live much richer life.

00:25:12: It will not be replaced no matter how much automation comes.

00:25:17: Which autobiography would u buy?

00:25:21: I mean, my favorite biography is Warren Buffett.

00:25:24: I think his concepts of how to truly think about businesses?

00:25:30: How do you think about life and also giving back to society are really powerful.

00:25:40: You can find flaws in every person but it's amazing that he gave up a significant portion of his wealth and he's continuing to work in his nineties.

00:25:53: You know, that passion for work it is something I truly admire And i wish can achieve some things.

00:25:59: Final question Pranayi Do you have a motto or credo?

00:26:03: maybe mission statement?

00:26:06: Make Things Happen!

00:26:07: I am big believer That there are lot people who has ideas Who talk As soon as move from ideation mode To execution mode.

00:26:18: It truly allows you to test.

00:26:20: You know, it's very easy to talk about dreams and say oh I can do this or that when rubber meets the

00:26:26: road.

00:26:27: That is what we actually see.

00:26:29: Hey there are these flaws These things i'm not doing right And thats why im a big believer in execute show.

00:26:37: You could talk every problem as an opportunity.

00:26:42: Being able to capture it by doing something about it Is one of most critical

00:26:47: parts.

00:26:48: Pranay Jain, thank you so much for this wonderful talk.

00:26:50: It was super interesting.

00:26:52: I wish you success and nothing less And hope to see soon.

00:26:56: absolutely Thank You Capricorn.

00:27:06: connect people potential technology.