Gurugram, India, March 25, 2026: Shunya Labs has announced a real-time voice intelligence platform for contact centres, positioning the product as an operational layer for live customer conversations. The company says the system is designed to process interactions as they happen, convert them into structured data, and make that data usable inside enterprise workflows.
Ritu Mehrotra, Co-Founder and CEO of Shunya Labs, said, “Customer conversations are one of the richest sources of enterprise data, yet most of it remains unstructured and unused. We built this platform to change that to make conversations immediately usable, so organisations can act on them in real time while improving outcomes for both customers and agents.”
At the centre of the launch is a basic enterprise problem: most customer conversations remain unstructured. According to the release, the platform is intended to extract intent, issue type, account information, and key actions from conversations, messages, and attachments, then export that information into CRM and ITSM systems. Shunya Labs says this is meant to help organisations respond faster, automate workflows, and improve visibility across customer operations.
The company is also leaning on multilingual capability as a core part of the product, Shunya Labs says the platform supports transcription in more than 120 languages and is built to handle accents, code-switching, and background noise. That matters in contact centre environments where speech quality and language variation often reduce the reliability of standard speech tools. The official product page makes the same point, describing the system as accent-aware and code-switching smart.
In live interactions, the platform is designed to assist agents while calls or chats are underway. The release says it can provide transcription, contextual knowledge prompts, and suggested responses in real time. It also includes intent detection for routine queries, with more complex cases routed to the relevant team. Shunya Labs’ product page describes this as live captions, knowledge-base lookups, “next best response” support, and smart routing for more complex requests.
The company says these outputs can support quality assurance, agent coaching, and a wider view of customer issues and operational bottlenecks. That places the product in the growing category of speech intelligence tools that aim to turn call data into searchable operational signals rather than leaving it in raw audio form.
Data control appears to be another major part of the launch. The platform supports deployment in private cloud and on-premise environments. It also includes automated quality checks, policy adherence monitoring, redaction of sensitive information, and audit-ready logs.
