In the age of instant communication and hyper-personalized experiences, real-time engagement has become the backbone of modern customer experience. Few companies embody this shift better than Agora, a global leader in real-time interaction technologies that power conversational AI, voice and video engagement, and interactive live streaming across industries. From telehealth and education to retail and customer service, Agora’s technology is redefining how brands connect with customers—and how customers experience digital touchpoints.
At the helm of Agora’s growth story in India is Ranga Jagannath, a seasoned business leader with over 25 years of multi-industry experience spanning technology, telecommunications, and entrepreneurship. As Senior Director-Growth, Ranga spearheads Agora’s market expansion, ecosystem development, and cross-functional business strategy. His career path reflects a rare blend of sales leadership, operational acumen, and growth vision cultivated through roles at Syniverse Technologies, Verisign, EFI, Unimobile, Micros Fidelio India, and as a co-founder of Fetchon.com.
A believer in holistic growth, Ranga extends his leadership philosophy beyond work—he’s also a passionate long-distance athlete, cyclist, and field hockey enthusiast who channels the same discipline from sports into his professional and personal pursuits. In this candid conversation with CXQuest.com, Ranga shares his insights on the role of real-time engagement in transforming customer journeys, the impact of conversational AI across industries, and how Agora is building the future of customer experience through intelligent, human-centric technology.
Welcome, Ranga Jagannath, Senior Director-Growth, Agora
Q1. Agora has been redefining real-time engagement globally. How do you see the Indian market evolving in terms of adopting conversational AI and real-time CX technologies?
RJ: India is entering a rapid growth phase in conversational AI and real-time customer experience technologies. Valued at USD 455.4 million in 2024, the market is projected to reach USD 1,846 million by 2030 at a CAGR of 26.3%. Growing digital adoption, multilingual requirements, and rising expectations for fast, personalized engagement across channels like WhatsApp, apps, and web are fuelling this expansion. BFSI, telecom, e-commerce, and healthcare are leading the shift toward intelligent, context-aware virtual agents capable of managing complex workflows at scale.
For Agora, this marks the evolution toward real-time, immersive customer experiences. As India accelerates digitally, low-latency, multimodal engagement across voice, video, and live interaction will become essential. With deep expertise in real-time engagement and the ability to deliver high-quality interactions across devices and languages, Agora is well positioned to support enterprises moving from scripted bots to fluid, human-like customer experiences.
Distinct Engagement Solutions
Q2. What makes Agora’s conversational A9I and real-time engagement solutions distinct from other players in the CX tech ecosystem?
RJ: Agora’s new Conversational AI Engine delivers ultra-low-latency, natural real-time voice interactions powered by its global Software-Defined Real-Time Network (SDRTN). It ensures smooth performance even on weak connectivity and uses advanced audio processing to provide clear conversations in noisy environments or on low-end devices. It also prioritizes openness, allowing developers to use any large language model (LLM) and their preferred speech-to-text and text-to-speech providers, while supporting multimodal experiences across voice, video, and avatars, cross-device integration, and fast deployment through software development kits (SDKs) and low-code tools. This flexibility enables organizations to build scalable, context-aware, highly customized AI-driven engagement for use cases ranging from customer support and virtual shopping to IoT interfaces, live events, and education.
Transformative Use Cases
Q3. Can you share some transformative use cases where Agora technology has delivered measurable impact for brands or customers?
RJ: Agora has made a substantial impact across industries by enabling real-time, immersive engagement that enhances both user satisfaction and business results. In education, platforms built on Agora’s voice, video, and messaging capabilities can deliver interactive virtual classrooms and tutoring sessions where teachers and students communicate naturally, regardless of location. This level of real-time interaction leads to higher participation, better retention, and improved learning outcomes compared to asynchronous or chat-only models.
In live commerce and social platforms, brands have used Agora to power interactive live video experiences that drive stronger engagement and higher conversion rates. Some platforms integrating Agora’s real-time infrastructure have achieved engagement levels of up to ninety percent, along with marked increases in sales and audience retention.
In finance and fintech, Agora has enabled secure and efficient customer verification and video KYC workflows. Organisations using Agora’s video and voice SDKs have reduced average call durations by more than fifty percent while improving completion rates, resulting in greater operational efficiency and customer confidence.
Across sectors such as virtual events, IoT, and telehealth, Agora’s real-time engagement technology supports seamless, human-like interactions at scale, even in challenging network environments. This ability to deliver consistent, high-quality communication makes Agora a powerful enabler of next-generation digital experiences.
Balancing Automation and Human Touch
Q4. In a CX context, how do you balance automation and human touch when implementing conversational AI for enterprises?
RJ: Balancing automation with human touch in customer experience requires using conversational AI strategically rather than treating it as a replacement for people. Customers appreciate the speed and convenience of AI for routine tasks, but they still depend on human support for complex, emotional, or high-stakes issues. Automating FAQs and simple queries shortens wait times and allows agents to focus on interactions that demand empathy and judgment.
A smooth transition from AI to a human agent, along with hybrid models where AI provides agents with context and real-time insights, ensures that conversations remain seamless and personalised. Tracking outcomes such as satisfaction, sentiment, and loyalty helps organisations calibrate the right balance between efficiency and emotional connection. When AI delivers scale and humans provide nuance, the result is a customer experience that is both efficient and genuinely engaging.
Partnerships and Collaborations
Q5. How are partnerships, such as Agora’s collaboration with Exotel, influencing enterprise adoption and scalability for real-time voice AI solutions?
RJ: Partnerships such as Agora’s collaboration with Exotel are accelerating real-time voice AI adoption by removing the infrastructure and integration challenges that often slow deployment. Instead of piecing together AI engines, telephony systems, and compliance layers, enterprises gain access to a ready ecosystem that enables natural, human-like voicebots across Public Switched Telephone Network (PSTN), WhatsApp, in-app channels, and WebRTC. This unified approach provides the scale and reliability required to support India’s high call volumes and extensive language diversity.
By combining Agora’s ultra-low-latency AI capabilities with Exotel’s robust telephony network, these partnerships allow businesses to transition from pilots to large-scale rollouts more quickly. Organisations can automate routine voice interactions, reduce operational costs, and improve responsiveness while maintaining consistent experience quality. This makes voice AI more accessible and more impactful across sectors such as BFSI, retail, logistics, and telecom.
Convo AI Device Kit
Q6. The Convo AI Device Kit and Conversational AI Engine have gained attention. How do these solutions expand real-time interaction possibilities across industries?
RJ: The Conversational AI Engine and Convo AI Device Kit extend real-time interaction well beyond traditional chatbot or voice-bot capabilities. The engine is designed for ultra low latency, natural speech interaction and supports interruption, sentiment awareness, and integration with multiple large language models and speech technologies. This makes it ideal for high scale use cases in customer support, financial services, logistics, telehealth, and education, where responsiveness and clarity have a direct impact on outcomes. Because it is flexible and model agnostic, enterprises can deploy it within existing applications, omnichannel customer experience platforms, or new AI assistants without rebuilding infrastructure or compromising experience quality.
The Convo AI Device Kit advances this further by bringing real-time conversational AI directly into physical devices. It allows manufacturers and solution providers to embed voice AI into hardware such as smart kiosks, wearables, healthcare equipment, automotive systems, robots, and smart home products. This unlocks entirely new forms of engagement where AI becomes part of the environment rather than just an application. Together, these solutions enable organisations to shift from passive, menu driven experiences to fluid, human-like conversations that can occur anywhere, on any device, and in any context.
Approaching Ecosystem Growth
Q7. As a technology leader, how do you approach ecosystem growth—especially in a diverse, fast-changing market like India?
RJ: We approach ecosystem growth by focusing on enabling innovation rather than simply delivering technology. Agora is built on the belief that real time engagement should be accessible, scalable, and reliable for developers and businesses everywhere. Our platform principles reflect that focus: ultra low latency, global scalability, interoperability, and developer flexibility. This allows companies at different stages and across diverse sectors to experiment, build, and scale without worrying about infrastructure constraints or complex integrations.
In a market as dynamic and varied as India, the priority is to support a broad range of use cases and give businesses the tools to adapt quickly to shifting consumer expectations. We see strong momentum in education, gaming, commerce, healthcare, and customer experience, and our role is to make high quality real time voice, video, and streaming capabilities available to all of them.
Introduction of Conversational AI Engine
With the introduction of our Conversational AI Engine and the Convo AI Device Kit, we are extending this ecosystem strategy further. The Conversational AI Engine enables enterprises to integrate natural, ultra low latency, model agnostic voice AI into their existing applications and CX platforms without rebuilding infrastructure. The Convo AI Device Kit takes this a step ahead by allowing manufacturers to embed real time conversational AI directly into hardware such as kiosks, healthcare equipment, wearables, automotive systems, and smart environments. This combination of software and device enablement opens new categories of engagement where AI becomes part of the experience itself, not just an application layer.
A key part of making this possible is our collaboration with regional partners who understand India’s linguistic diversity, industry specific requirements, and operational realities. Ecosystem growth in India is partnership driven, and we work closely with CX platforms, system integrators, device makers, and AI solution providers to ensure smooth integration, faster deployment, and localisation for different languages and sectors. By strengthening these partnerships, we make it easier for enterprises to build and scale real time, AI driven interactions without friction, ultimately accelerating innovation across the entire ecosystem.
Key Challenges When Transitioning
Q8. What key challenges do organizations face when transitioning from traditional customer engagement to real-time AI-driven experiences?
RJ: Moving from traditional customer engagement to real-time, AI driven experiences is exciting, but it comes with a few practical challenges. Many organisations still rely on legacy systems and siloed data, which makes it hard for AI to deliver smooth, context aware conversations. Real-time solutions also bring stricter requirements around privacy, security, and compliance, especially in regulated industries, so adoption can take time.
There is also the human side. Companies need to balance automation with empathy, because customers still want emotional intelligence when an issue is sensitive or complex. That means rethinking when and how a conversation should shift from a bot to a human.
Inside the organisation, change management becomes very important. Teams may be unsure about new workflows or may not yet have the skills to get the most out of AI. And because real-time AI is not a one-time setup, it needs continuous optimisation, investment, and a shift toward more adaptive, learning based processes.
All of these challenges are manageable, but they require a clear plan, the right mindset, and a commitment to using AI responsibly.
Personalization in Customer Interactions
Q9. Looking ahead, what role will AI and edge computing play in enhancing speed, accuracy, and personalization in customer interactions?
RJ: AI combined with edge computing is going to power the next big shift in customer experience. By processing data closer to where the interaction happens, it cuts down latency and makes real-time conversations, instant responses, and smoother voice or video engagement much more achievable. For industries like digital banking, retail, and telehealth, that means quicker decisions and truly seamless experiences across channels.
Edge AI also opens the door to deeper personalisation. It can use local signals – things like device context, past behaviour, environmental cues, and user preferences – to deliver interactions that feel more relevant and adaptive, all without sending large amounts of data back and forth. That reduces both complexity and privacy risk.
As more organisations adopt this approach, it will help them scale conversational AI and real-time customer experience more securely and efficiently. Over time, this will set a new standard where digital interactions feel hyper-personalised, responsive, and almost human.
Nurturing Developer and Enterprise Ecosystems
Q10. Agora is at the intersection of CX, developer innovation, and AI. How do you nurture developer and enterprise ecosystems to co-create innovation?
RJ: At Agora, we see ecosystem growth as something you build with developers and enterprises, not for them. Our approach is very much developer first – we focus on giving teams simple, flexible tools that make it easy to bring real-time voice, video, and conversational AI into their products. Whether that is through our SDKs, APIs, or low-code options, the goal is to remove friction so builders can move fast and innovate confidently.
We pair this with strong guidance and collaboration. Our teams work closely with enterprises across sectors to help them prototype, refine, and scale new customer experiences. Tools like the App Builder make it easier to visualise ideas early, while our global, secure infrastructure gives organisations the confidence that what they build will perform reliably at scale.
Because we operate at the intersection of customer experience, developer innovation, and AI, our role is to create the right environment for co-creation. When developers have the freedom to experiment and enterprises have the support to deploy at scale, you get the kind of real-time, high-quality experiences that move markets forward.
Involvement in Athletics and Sports
Q11. Beyond business, you’re deeply involved in athletics and sports. Has this discipline shaped your perspective on leadership and growth?
RJ: Long-distance running has shaped how I approach leadership and growth. Endurance training teaches discipline, consistency, and the ability to stay focused over the long term rather than chasing quick wins. It also builds resilience – you learn to push through challenges, adapt to changing conditions, and stay steady when things get tough.
Running also reminds me of the importance of pacing and self-awareness, which is crucial in leading teams. You need to know when to drive hard and when to pause, reflect, and adjust. And while running can feel like an individual sport, the community around you matters. That has influenced how I think about building supportive, high performing teams.
Advice to CX Leaders and Decision-makers
Q12. Finally, what advice would you offer CX leaders and decision-makers looking to future-proof their customer engagement strategies in 2026 and beyond?
RJ: Looking ahead to 2026 and beyond, future-proofing customer engagement will come down to creating experiences that are hyper-personalised, proactive, and truly omnichannel. With AI and real-time data, brands can anticipate what customers need, deliver timely and context aware recommendations, and build journeys that feel seamless across apps, voice, chat, and in-person touchpoints. That is what drives deeper engagement and long-term loyalty.
At the same time, leaders need to balance automation with human empathy. AI is perfect for high volume, routine interactions, but people are still essential when conversations are complex, emotional, or sensitive. Real-time AI assistance, sentiment detection, and context sharing will help agents step in at the right moment and respond more effectively.
Trust and transparency will be just as important as technology. Ethical use of data, clear communication, and strong privacy practices will shape how customers feel about the brands they interact with. And to stay ahead, CX teams should track not only operational efficiency, but also long-term satisfaction and emotional connection.That blend of intelligence, empathy, and continuous measurement is what will define great customer experience in the years ahead.
Closing and Thank You Note
Ranga Jagannath’s journey with Agora underscores how technology, when anchored in authentic human intent, can fuel the next generation of customer experiences. His vision extends beyond delivering cutting-edge products—it’s about enabling meaningful, real-time connections that build loyalty, drive satisfaction, and foster communities of trust and engagement.
As CX continues to evolve into a listening, sensing, and adaptive discipline, platforms like Agora are setting the standard for intelligent experiences that move at the speed of the customer. Whether through conversational AI or immersive live interactions, the company is bridging communication gaps across devices, languages, and contexts—making conversations truly borderless.
At its heart, the story of Agora’s growth is about the future of experience itself: responsive, personalized, and constantly learning. And as Ranga and his team continue building this future, one thing is clear—the next evolution of CX will not just be digital. It will be real-time, intelligent, and deeply human.
