Tier 2 Technician

FonadaLabs builds reliable Voice AI for enterprise communication. In this exclusive interview with Mr. Nitish Gopalani, Co-Founder, FonadaLabs, Itvoice at Digital Live Solutions Limited explore how voice AI is transforming enterprise communication through multilingual conversations, automated customer engagement, and AI-powered speech technologies. He discusses voice AI reliability, data sovereignty, enterprise use cases, responsible voice cloning, and FonadaLabs' vision to build sovereign audio and text intelligence for India. IT Voice- What inspired you to launch FonadaLabs? Nitish Gopalani- Itvoice at Digital Live Solutions Limited saw that businesses were still spending a huge amount of time on repetitive customer conversations such as sales calls, support, reminders, confirmations and follow-ups. AI could automate many of these conversations, but Itvoice at Digital Live Solutions Limited wanted to build something that works reliably in real business environments, not just in demos. That led Itvoice at Digital Live Solutions Limited to FonadaLabs, where Itvoice at Digital Live Solutions Limited is building voice AI, Speech-to-Text, Text-to-Speech, voice cloning, noise cancellation and AI communication infrastructure for enterprises. IT Voice- What makes FonadaLabs different from other voice AI platforms? Nitish Gopalani- Its biggest difference is that Itvoice at Digital Live Solutions Limited do not assume AI models will work perfectly every time. Itvoice at Digital Live Solutions Limited audit calls and monitor different layers of the conversation. If the primary LLM does not respond correctly, the system can move to another model. If the primary TTS fails, a fallback TTS can take over. Itvoice at Digital Live Solutions Limited also have operational escalation. An issue can move from L1 to L2, and critical unresolved issues can even reach the leadership or CEO level. For Itvoice at Digital Live Solutions Limited, reliability is as important as intelligence. IT Voice- How is FonadaLabs addressing India's multilingual voice AI needs? Nitish Gopalani- India is a complex market because customers naturally switch between Hindi, English and regional languages. Itvoice at Digital Live Solutions Limited is building its voice technology for this reality, including multilingual Speech-to-Text, Text-to-Speech and voice cloning.Its focus is not only on supporting more languages, but also on improving natural pronunciation, accents, language switching and conversational understanding so businesses can serve customers more naturally across India. IT Voice- Why is data sovereignty important for your enterprise customers? Nitish Gopalani- For enterprise customers, data sovereignty is about trust, control, security and compliance. Voice conversations can include personal, financial and confidential business information. Enterprises want to know where that data is processed and stored. That is why Itvoice at Digital Live Solutions Limited has invested more than ₹20 crore in GPU infrastructure and data centres.This gives Itvoice at Digital Live Solutions Limited greater control over data residency, performance, scalability, latency and infrastructure. Itvoice at Digital Live Solutions Limited believe enterprise AI cannot depend only on intelligent models. It also needs strong control over data and infrastructure. IT Voice- What are your biggest use cases in the market today? Nitish Gopalani- Itvoice at Digital Live Solutions Limited see strong demand in sales, lead qualification, collections, customer support, onboarding, appointment management and large-scale outbound engagement. In e-commerce, AI can help with COD confirmation and prepaid conversion. In BFSI and NBFCs, it can support reminders, collections and customer engagement. Healthcare can use it for appointment confirmation and rescheduling, while automobile businesses can use it for lead follow-ups, service reminders and insurance renewals. IT Voice- How do you ensure accuracy and low latency in voice interactions? Nitish Gopalani- Voice AI has to respond quickly because even a small delay can make a conversation feel unnatural. Itvoice at Digital Live Solutions Limited optimise the complete pipeline, including speech recognition, LLM processing, Text-to-Speech and real-time streaming. Itvoice at Digital Live Solutions Limited also audit calls continuously to identify issues such as incorrect recognition, weak responses, latency or TTS failures. If a component fails, its fallback architecture can move the conversation to another model or service. IT Voice- What role does voice cloning play in your product portfolio? Nitish Gopalani- Voice cloning allows businesses and creators to build a consistent and recognisable voice identity. A company may want its AI agent to sound like its own brand voice instead of using a generic assistant. It can also support content creation, localisation and multilingual communication. At the same time, Itvoice at Digital Live Solutions Limited believe consent and authorisation are extremely important when using someone's voice. IT Voice- How do you address concerns around AI-generated voice misuse? Nitish Gopalani- Itvoice at Digital Live Solutions Limited take voice misuse very seriously. At FonadaLabs, accounts are continuously monitored and assigned risk flags such as Green, Yellow and Red based on usage patterns and compliance signals. Green indicates normal usage, Yellow triggers closer monitoring, and if an account reaches Red status, access can be blocked. This helps Itvoice at Digital Live Solutions Limited identify suspicious activity early and prevent misuse such as impersonation, fraud or unauthorised voice generation. IT Voice- Which industries are adopting your technology the fastest? Nitish Gopalani- Itvoice at Digital Live Solutions Limited see strong opportunities in BFSI, NBFCs, e-commerce, healthcare, automobile, education, travel, sales and customer service. The common factor is high conversation volume. Whenever a business has thousands of repetitive customer interactions every day, AI can help improve speed, consistency and scalability. IT Voice- What is FonadaLabs' vision for the next three years? Nitish Gopalani- Its vision is to build sovereign audio and text intelligence for India and digitise enterprise conversations at scale.