MAM
Locobuzz unveils advanced product enhancements to CX Suite
Mumbai: Locobuzz, India’s digital customer experience platform, announces its new AI-powered product innovations across its suite of solutions that allow customers to streamline operations, elevate agent performance, and deliver exceptional customer experiences.
This upgrade includes cutting-edge AI capabilities such as actionability detection, AI-based categorisation, ticket summarisation and automated response generation, all of which are intended to provide brands with a 60 per cent increase in the productivity of their service teams.
With this latest release, Locobuzz has solidified its leadership in AI innovation. Bringing cutting-edge features to analyse conversations with precision, optimise ticket routing and categorisation, save time with automated responses, and gain actionable insights to make data-driven decisions without manual intervention.
Locobuzz co-founder & CTO Nitin Agarwal said, “Our aim is to empower CX leaders with the tools and insights they need to unlock exceptional customer experiences and drive business growth. Each enhancement is meticulously designed to simplify their lives, providing richer analytics, faster time to value, and a unified platform to help teams to gain the time and resource savings they need to make a difference.”
The new enhancements provide more value to Locobuzz customers. The key features and benefits of these enhancements include: –
Smart Ticket Creation –
Not all conversations on social media need to become customer support tickets. The AI-led smart ticket creation cuts through the noise, automatically identifying the key issues and opportunities that really matter in the consistent stream of questions, complaints and requests from the pool of social media conversations to support tickets. It dramatically reduces agent workload by filtering out non-essential interactions, allowing them to focus on genuine customer concerns.
The effectiveness of this feature is evident in the experience of a leading consumer electronics brand, which saw a remarkable 63 per cent improvement in FLR (First Level Response) and a staggering 94 per cent reduction in direct close tickets within the first week of usage.
AI Conversation Tags –
This powerful feature harnesses artificial intelligence to automatically identify different types of conversations and categorises them into customer intent tags, such as requests, appreciation, complaints, etc. It provides a clear context for each message and empowers agents to swiftly understand the issue and respond effectively. These tags can also be utilised to route specific types of conversations to specialised teams and agents. Such streamlined workflows not only simplify the handling of social media interactions but also enable better customer responses to each message.
Ticket Summarisation-
Ticket Summarisation feature provides a swift and efficient way for agents to get up to speed with customer interactions. With the ability to instantly create concise summaries, this tool emphasises the critical points of conversations, offering agents a quick reference to customer history and current concerns. Designed to expedite the resolution process, Ticket Summarisation significantly cuts down on agent handling time, boosting customer service productivity by up to 40 per cent while ensuring all agents stay updated and make informed decisions.
ResponseGenie –
ResponseGenie, a game-changing addition to the CX suite that equips support agents with AI-powered response suggestions. Leveraging ChatGPT’s advanced capabilities and a robust brand knowledge base, ResponseGenie delivers precise, real-time replies to social media inquiries, enhancing response quality and agent efficiency. This leads to marked improvements, a notable 45 per cent reduction in average handling times and customer satisfaction within weeks.
MAM
VML India lands two finalist spots at Cairns Hatchlings 2026
The Mumbai agency is back in Australia with two teams, a UN brief and 24 hours to impress
MUMBAI: VML India is heading to Australia again. The Mumbai-based creative agency has secured two finalist spots at the Cairns Hatchlings 2026 competition, one in the Audio category and one in Design, making it the only Indian agency to have reached the finals in both editions of the contest since its launch in 2025.
Four people will make the trip. Senior copywriter Shilpi Dey and senior art director Raj Thakkar will compete in Audio. Art directors Shabbir and Shruti Negi will go head-to-head with the world’s best in Design. The finals take place at the Cairns Convention Centre from 13th May, culminating in an awards ceremony on 15th May.
The work that got them there is worth examining. For the Audio category, Dey and Thakkar tackled a brief for LIVE LIKE MMAD with a campaign called Inner Voice, Interrupted. Using spatial audio techniques, the campaign recreates the overwhelming self-doubt that descends after a long workday, physically panning negative thoughts left and right before cutting the noise entirely to reveal a confident inner voice. Strategically targeted at commuters via Spotify during evening rush hours, the campaign reframes the hours after work as an opportunity for personal growth and charitable action.
For the Design category, Shabbir and Negi worked on a brief for Canteen’s Bandanna Day, a campaign highlighting how cancer pushes teenagers out of their own defining moments. Using a pixelated design language to create stark contrast between a blurred world of isolation and a focused world of connection, the campaign, titled The Flipside of Cancer, shows teenagers fading into the background of birthdays, skateparks and school proms. As a Canteen bandanna appears, the blur flips and the teenager snaps back into sharp focus.
Kalpesh Patankar, group chief creative officer of VML India, made no attempt to disguise his satisfaction. “We are immensely proud to see our teams consistently excel on the Cairns Hatchlings platform since its inception,” he said. “They have masterfully tackled challenging briefs across diverse categories, demonstrating both layered storytelling and a unique creative approach. This exceptional teamwork is truly inspiring.”
Dey and Thakkar, returning to the finals after last year’s run, were candid about the demands of the audio medium. “It’s one of the most demanding mediums, where we only have a few seconds to capture a listener’s world with sound alone, so absolute clarity is essential,” they said. “The true measure of creative work is its ability to create positive change, and our audio submission was made to help those who need it most while encouraging people to silence the inner voices that hold them back.”
Shabbir and Negi, competing in Design for the first time, described the experience as “a completely different beast.” “We see it as an opportunity to showcase our expertise, raise the bar, and challenge ourselves in new ways, while also learning from creative minds from across the globe,” they said.
In Australia, the four finalists will face a live 24-hour brief from the United Nations before presenting in a live pitch session. Twenty-four hours, one brief, one shot. VML India has been here before. It knows exactly what is at stake.
