00:00 on RozieAI & key pillars of customer experience (CX) in travel and delivering personalized CX • 05:00 on RozieAI solutions, listening to customer conversations, analyzing insights, and using modern technologies to deliver rapid experiences • 07:10 on programming assist call center agents in real-time • 09:05 on real-life use cases in the airline industry • 15:40 on RozieAI’s plans in the next 3-5 years • 16:40 1 million miles • 17:30 Magic wand question • 18:30 Advice to younger self
GLO
00:00 on RozieAI
02:40 on key pillars of customer experience (CX) in travel and removing uncertainty, and leveraging AI to deliver personalized CX
05:00 on RozieAI solutions, listening to customer conversations, analyzing insights, and using modern technologies to deliver rapid experiences.
07:10 on programming assist call center agents in real-time
09:05 on real-life use cases on RozieAI in the airline industry.
15:40 on RozieAI’s plans in the next 3-5 years
16:40 1 million miles question
17:30 Magic wand question
18:30 Advice to younger self
Transcript:
00:00
GLO: Dear VJ, it’s an absolute pleasure to meet you here at the World Aviation Festival in Amsterdam. Could you please start by introducing yourself to our members and also tell us more about RozieAI?
Vijay Dheap, Chief Solutions Officer, RozieAI: Yes, absolutely, thank you again for inviting me to talk to you. It’s a pleasure. My name is VJ T, and I’m the Chief Solutions Officer at RozieAI. I cover product as well as putting those products into solutions that deliver value for our clients. I grew up in technology and started off as a student researcher. I worked my way into being a developer, then into product management. Most of my career has been in large organizations, focusing on taking emerging technologies and turning them into value-driving assets, which then become products that go to market.
Around 2016, I decided to explore the startup space, and that’s when RozieAI grabbed my attention. What really attracted me was the mission: we know the world is getting smarter, but can we make it kinder too? We’ve shown through over 50 engagements that delivering kind experiences has business value, including better retention, increased lifetime value, and being more responsive. At RozieAI, we see ourselves as an experience company, with AI as an enabler. We’re especially passionate about working with airlines and airports because it’s about creating memories.
02:40
GLO: You already mentioned some of the key fundamentals RozieAI is built upon, like the Kinder experience. Can you tell our members about the key pillars in customer experience (CX) excellence and how RozieAI sets itself apart from competitors?
Vijay Dheap, RozieAI: When we think about CX, we understand that there’s uniqueness across different industries. Specifically, in travel, it’s about creating memories and removing uncertainty as much as possible. You want to streamline access to information and offer advisory support to influence the next best action for customers.
What sets RozieAI apart is speed—whether it’s in design, understanding use cases, or execution. We bring a lot of technical expertise in language AI, and we’ve been doing this since 2016. With the rise of generative AI, we leveraged our existing language AI experience to enhance customer interactions. Our ability to quickly translate technology into actionable experiences is one of the major factors that distinguish us from the competition.
05:00
GLO: You talked about speed. I believe you can integrate your solutions within a very short time period. How is that possible?
Vijay Dheap, RozieAI: One of the things we focus on is operating at the language level. Before thinking about integration, we first figure out what integrations are necessary to build an experience. That starts with insights—we listen to every conversation a brand has with its customers at scale. This listening allows us to get granular data on topics, motivations, root causes, and sentiment trends during conversations.
With those insights, we define use cases and break large integration projects into smaller, actionable steps. We use modern technologies, including language interfaces, to act as a layer between brands and their customers. We also tap into airline and airport APIs through standardized integration patterns, allowing us to deliver experiences rapidly.
07:10
GLO: If I’m working in a call center, does your program analyze conversations in real-time and offer suggestions to help me assist the customer more effectively?
Yes, within the contact center, this is often referred to as “agent assist.” Our language solutions actively listen to phone calls, chats, or messages, and provide various forms of support. Agents may need to reference policies or business rules, and we help them apply these quickly and accurately.
We present agents with this information in a consumable way because they need to respond in seconds and build rapport instantly. We even coach them on how to frame responses to customers to preserve the brand’s voice. If there are workflows involved, we automate that with a companion assistant to help agents. This allows for quicker, more informed responses and ensures that agents can focus on delivering the best service.
09:05
GLO: Can you share some real-life use cases where RozieAI has been particularly helpful in the airline industry?
Vijay Dheap, RozieAI: One key area we’ve worked on is schedule changes, which are inevitable in airline travel. It’s how you manage those changes that matters. For minor changes, like gate changes, we provide moment-by-moment guidance to passengers, ensuring they have updated information.
For more significant changes, such as cancellations, we can provide details on rebooking, vouchers, or even offer self-service options for customers. If a passenger prefers to speak with an agent, we provide agents with workflows and guidance on what they can and cannot do in such situations, allowing them to respond empathetically and quickly. This not only improves customer satisfaction but also turns stressful situations into loyalty-building experiences.
15:40
GLO: What’s next for RozieAI in the next 3 to 5 years?
Vijay Dheap, RozieAI: Thank you for asking. It’s been an incredible journey so far. We started as a boutique consulting company focused on experiences and have since built out our platform and product portfolio. We’ve had amazing strategic partners, like AWS and Microsoft, encouraging us to scale.
Our plan for the next few years is to take our solutions to a broader market. We want to continue helping businesses make the world not just smarter but kinder as well, by expanding our reach and delivering meaningful, personalized experiences through AI.
16:40
GLO: It is a tradition at Global Loyalty Organization to end interviews with three personal questions. First, imagine you had 1 million miles or points to spend however you want. What would you do?
Vijay Dheap, RozieAI: Every time I travel for business, I miss my family. So if I had 1 million miles, I would take my little one and my wife to Bali. They love beaches, and it would be the perfect luxurious trip for us.
17:30
GLO: Second, if you had a magic wand and could invent any technology or loyalty feature, what would it be?
Vijay Dheap, RozieAI: Every time I travel, I wish I could share the experience with my family or friends who aren’t with me. With advancements in virtual reality (VR), I imagine they could join me on that trip. Imagine being able to experience Venice from your living room, walking in the Piazza as if you were really there. That’s something I’d love to invent, and who knows, it might become a reality in our lifetime!
18:30
GLO: Lastly, if you could give your younger self one piece of advice, what would it be?
Vijay Dheap, RozieAI: The most important thing I’ve learned is not to doubt yourself. When you don’t doubt yourself, you connect with people who share your mission and encourage you. It’s been quite a journey, and while there were moments of doubt, perseverance and belief in your vision will attract the right colleagues and friends to help you on your path.
GLO: Thank you so much, VJ. It’s been a pleasure speaking with you, and I wish you continued success with RozieAI.
Vijay Dheap, RozieAI: Thank you, the pleasure was mine!
Source: GLO
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