blackNgreen Founders Launch Nexiva: Pioneering the Next Generation of AI-Driven Customer Care
The customer experience landscape stands at a pivotal moment. Moreover, artificial intelligence emerges as the transformative force reshaping how businesses connect with customers globally. Consequently, the founders of blackNgreen (BNG), Rahul Gupta and Karthik Shankar, have launched Nexiva—an AI-first venture designed specifically to revolutionize customer care across industries. Furthermore, with a planned investment of Rs. 130 crore by 2028, Nexiva represents a bold step toward delivering predictive, adaptive, and deeply inclusive AI solutions. Additionally, this launch positions India as the strategic launchpad for global expansion into Latin America, the Middle East & North Africa, and domestic markets.
The Explosive Growth of Conversational AI Markets
The timing proves exceptionally strategic. Specifically, the global conversational AI market surged from USD 17.05 billion in 2025 and projects to reach USD 49.80 billion by 2031. Therefore, this represents a robust 19.6% compound annual growth rate, driven primarily by increasing demand for personalized customer experiences. Similarly, the AI customer service market demonstrates even more aggressive expansion, growing from USD 12.06 billion in 2024 to an anticipated USD 47.82 billion by 2030. Consequently, this 25.8% CAGR reflects businesses’ urgent need to automate customer interactions while maintaining human-like engagement quality.
Furthermore, multilingual capabilities emerge as critical differentiators in this competitive landscape. Research indicates that 61% of consumers prefer fast, accurate AI assistance in their native language over waiting for human support. Additionally, 74% of customers believe voice AI significantly improves their overall experience when interactions feel natural and culturally appropriate. Therefore, companies prioritizing multilingual AI solutions position themselves advantageously in diverse global markets.
From Magic Voice to Global AI Innovation
BlackNgreen’s journey began in 2010 when founders Rahul Gupta and Karthik Shankar recognized the transformative potential of voice technology in telecommunications. Initially, their flagship product Magic Voice revolutionized the value-added services sector by enabling users to morph their voices during calls. Subsequently, this innovation achieved remarkable success, generating over 50 million subscriptions globally and establishing BNG’s reputation across 160+ operators in 80+ countries.
Moreover, Magic Voice’s success demonstrated the founders’ ability to identify emerging technology trends and execute innovative solutions at scale. The platform’s viral adoption—including 3 million app downloads and 20 million calls within six months of the Indian launch—validated their vision for consumer-centric AI applications. Consequently, BNG evolved beyond traditional telecom VAS products, developing comprehensive platforms for religious services, gaming, and digital advertising. Therefore, this diversification established the technological foundation and market insights essential for Nexiva’s ambitious AI-first approach.
Strategic Independence and Market Focus
Nexiva operates as a fully independent entity with its own structure, roadmap, and investment strategy. Nevertheless, it maintains strategic synergies with BNG’s global ecosystem while focusing entirely on next-generation AI solutions. Consequently, BNG has transferred its complete AI practice—including teams, intellectual property, and existing client relationships—to Nexiva. Furthermore, this clean separation ensures that BNG’s core telecom solutions remain distinct from Nexiva’s enterprise AI offerings, with BNG becoming a billable client for Nexiva’s AI services.
The venture targets three key regions strategically chosen for their diverse consumer bases and evolving digital ecosystems. Specifically, Latin America presents significant opportunities as the region’s artificial intelligence market grows rapidly, driven by government initiatives and enterprise digital transformation. Additionally, the Middle East & North Africa region demonstrates exceptional potential, with the AI customer service market projected to grow from USD 4.8 billion in 2025 to USD 19.6 billion by 2031 at a 26.5% CAGR. Meanwhile, India serves as both the development hub and primary launchpad, leveraging the country’s robust AI talent pool and expanding digital economy.
Of the Rs. 130 crore total investment, Rs. 40 crore has already been deployed in research and development. The remaining funds will support infrastructure and AI usage costs, sales and marketing for global expansion, and talent acquisition across AI engineers, solution architects, and sales leaders.
Technology Innovation at Scale
Nexiva’s technological approach centers on three core capabilities: predictive analytics, adaptive learning, and inclusive design. These features are already deployed and continuously evolving with major telecom clients. Moreover, the platform’s conversational agents deliver human-like engagement at limitless scale, enabling enterprises to transform service, sales, and support operations with unprecedented speed and precision.
The multilingual AI capabilities prove particularly impressive, successfully handling live customer interactions in over 20 languages without language barriers. Furthermore, early deployments demonstrate measurable business impact, with enterprises reporting up to 30% faster resolution times and significant improvements in customer satisfaction scores. Additionally, these results align with broader industry trends showing that AI-powered voice and chat solutions can automate 90% of customer interactions while reducing costs by up to 50%.
Nexiva’s real-time multilingual voice assistants and agentic AI systems enable autonomous decision-making in complex customer service environments. Therefore, this technology stack positions the company to capitalize on the growing demand for sophisticated conversational platforms that feel genuinely human while operating at machine scale.
Regional Market Opportunities and Strategic Partnerships
The target markets present compelling growth trajectories. In Latin America, increasing smartphone penetration and digital transformation initiatives create fertile ground for AI customer service solutions. Similarly, the MENA region’s focus on smart city projects and digital government services drives demand for multilingual AI platforms.
Nexiva has established active deployments and pilots across multiple regions, collaborating with leading telecom operators including Orange, BTC, and Africell. Moreover, the company manages over 20 live proof-of-concepts with enterprises across insurance, e-commerce, logistics, and NBFC sectors throughout India, the Middle East, and Latin America. Therefore, these initiatives demonstrate Nexiva’s commitment to making AI practical, scalable, and impactful across diverse industries.
The strategic partnerships extend beyond traditional telecommunications, reflecting the platform’s versatility across sectors including FMCG, fintech, and BFSI. Consequently, this diversification reduces market concentration risk while positioning Nexiva to capitalize on AI adoption trends across multiple industries.
Transforming Customer Experience Through Human-Like AI
Nexiva’s approach prioritizes creating AI that feels as inclusive as it is intelligent, ensuring businesses worldwide can connect with customers in genuinely human ways. This philosophy reflects growing consumer expectations, with 67% saying traits like creativity, empathy, and friendliness are important for AI interactions.
The platform’s ability to scale personalized interactions addresses a critical market need. Research shows that 88% of CX trendsetters consider AI personalization critical as they incorporate emerging technologies to meet rising customer expectations. Furthermore, Nexiva’s technology enables businesses to maintain consistent service quality across all touchpoints while dramatically reducing operational costs.
The seamless integration with existing BNG solutions ensures continuity for telecom clients while unlocking expanded AI capabilities. Therefore, this approach minimizes disruption while maximizing innovation potential for existing customers transitioning to Nexiva’s enhanced platform.
Future Outlook and Industry Impact
Nexiva’s launch occurs at an inflection point in the AI customer service industry. The convergence of advanced natural language processing, machine learning, and voice recognition technologies creates unprecedented opportunities for intelligent automation. Moreover, as businesses increasingly recognize AI as essential to modern customer service—with 81% of consumers sharing this view—platforms like Nexiva become strategic imperatives rather than competitive advantages.
The company’s India-first development approach positions it uniquely in the global market. With the entire solution being developed domestically, Nexiva benefits from India’s world-class AI engineering talent while maintaining cost advantages crucial for global competitiveness. Therefore, this strategic positioning enables rapid innovation cycles and responsive customer service across international markets.
Nexiva represents more than a corporate spinout; it embodies the evolution from traditional customer service toward intelligent, empathetic, and infinitely scalable AI interactions. As global businesses seek to balance efficiency with humanity in customer relationships, Nexiva’s predictive and adaptive AI solutions offer a compelling pathway toward truly transformative customer experiences at unprecedented scale.
