Self-learning AI agents continuously improve with every interaction, fine-tuning their tone, timing, and messaging to suit each customer. Multilingual support ensures smooth conversations across various Indian and global languages, whether via chat or voice, shared Dr. Shashank Shekhar Sharma, CEO & Founder of Expedify, with Kaanchi Chawla of Elets News Network (ENN). Edited excerpts: 

What inspired the launch of India’s first conversation-first, AI-native CRM, and what market gap is it addressing?

Most CRMs in the market today haven’t kept up with the way businesses and customers communicate. They were designed years ago for storing customer data, not for enabling real-time conversations or actions. Teams are left juggling multiple tools, handling repetitive tasks manually, and often missing out on timely, personalized engagement.

We built Expedify to solve exactly that. With customer expectations rising and AI technology becoming more capable, we saw a clear opportunity to rethink the CRM experience from the ground up. Expedify is conversation-first and AI-native, which unifies channels like WhatsApp, voice, email, and web into a single interface and empowers AI agents to take action in real time.

These AI agents can respond to leads within 30 seconds, update records automatically, send context-aware follow-ups, and even surface insights for better decision-making. The goal is simple, to make CRMs more responsive, intelligent, and aligned with the way modern teams work and communicate today.

How does Expedify’s CRM leverage agentic AI to automate or augment sales and marketing workflows? 

Today’s sales and marketing teams need more than just automation; they need intelligent systems that can take action. That’s where agentic AI comes in. The CRM actively initiates conversations on WhatsApp and voice, sends behavior-based follow-ups across channels, and uses Voice AI to qualify leads and answer FAQs without human support.

Campaigns are triggered automatically by real-time customer actions, eliminating the need for manual setup. The system updates itself with every interaction, no logging required, and delivers personalised messages based on user persona, stage, and behavior.

It also surfaces insights like churn risks or upsell opportunities, suggesting the next best actions. By managing up to 80% of repetitive tasks and ensuring seamless handoffs to human agents when needed, the AI frees teams to focus on closing, not chasing.

What are the key AI capabilities embedded in the platform, such as intent recognition, self-learning agents, or multilingual support?

The platform is built with a powerful AI engine that brings together multiple capabilities to deliver intelligent, real-time engagement. At its core is intent recognition, which understands user needs from text, voice, or form inputs instantly, enabling faster & more relevant responses.

Self-learning AI agents continuously improve with every interaction, fine-tuning their tone, timing, and messaging to suit each customer. Multilingual support ensures smooth conversations across various Indian and global languages, whether via chat or voice.

Voice AI can make and receive calls, qualify leads, and handle queries autonomously. Natural Language Understanding (NLU) powers human-like interactions, while predictive analytics helps identify hot leads, churn risks, and upsell opportunities.

AI-driven workflows trigger follow-ups and tasks based on real-time behavior, and generative AI crafts personalised replies and campaign content on the fly. With memory and context awareness, conversations stay consistent, and CRM data stays synced in real time with no manual inputs.

Also Read :- Reimagining BPM – India at the forefront of Global Transformation

Which industries or business sizes are best suited to adopt Expedify’s CRM, and how customizable is it to their needs? 

The platform is built to serve a wide range of industries where speed, personalisation, and automation are critical. It’s particularly effective in real estate, where fast lead response, multilingual support, and automated follow-ups drive conversions. In fintech and insurance, it handles lead qualification, sends policy reminders, and supports compliance-friendly workflows. EdTech companies use it for enrollment tracking, student engagement, and automated counselor bots. In healthcare, it streamlines appointment booking and patient follow-ups through voice and WhatsApp reminders. For D2C and e-commerce brands, it enables cart recovery, campaign automation, and responsive customer support. Travel and hospitality businesses use it to automate itineraries, manage inquiries, and upsell effectively.

From fast-moving startups to large enterprises, the CRM is highly adaptable. SMBs benefit from quick deployment and high automation ROI with minimal manual input. Mid-market businesses scale effortlessly without complex setup, while enterprises can tap into deeper integrations and modular customization tailored to their operations.

How do you ensure data security, privacy, and responsible AI usage while offering deep personalisation and automation?

Data security and privacy are at the core of how the platform is built. Personal user details such as names, email addresses, or phone numbers are never shared with AI systems. Instead, AI operates using anonymized metadata and contextual cues, ensuring that personalization happens without compromising user privacy.

All personally identifiable information is securely stored and protected. Any tools used to generate insights work only with non-identifiable data. The only exception is during lead enrichment, where data is processed through secure, consent-based MCPs (Managed Cloud Providers) and authenticated A2A (application-to-application) channels.

This approach allows the system to deliver intelligent, tailored experiences while upholding strict data governance and ethical AI standards.

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