“Every click, every purchase, every interaction leaves behind signals,” said Prashant Gadekar, VP & Regional Head – Business Development at Helo.ai, during a panel discussion at the IAMAI CLICK Summit 2025.
“The problem is, most of those signals remain dormant. At Helo.ai, we bring them to life with AI, transforming them into contextual, one-to-one conversations across channels.”
From Reports to Real Results
Most executives know the pain of “analysis paralysis.” Dashboards look impressive, but they don’t always lead to action. “Brands must shift from dashboards to decisions, ” he explained. “Instead of drowning in reports, companies need to automate insights into actions. That’s how data actually drives conversions, not when it’s just sitting in a spreadsheet.”
It’s a mindset shift: less about collecting metrics, more about creating outcomes.
When CPaaS Meets AI
Omnichannel communication is no longer optional. Customers expect to be reached where they are, whether that’s WhatsApp, SMS, Google RCS, Voice, or Email. But being present on these channels alone isn’t enough.
“CPaaS with AI isn’t just messaging, it’s intelligence,” the VP noted. “By layering intent recognition and predictive engagement, we make those touchpoints seamless and meaningful. It’s about conversations that flow naturally, not just notifications being pushed out.”
Designing Memories, Not Just Touchpoints
One of the key takeaways from CLICK 2025 was that CX isn’t about managing interactions; it’s about creating memories. “The insight that stood out for me is that data should help us anticipate needs,” he reflected. “That way, we design experiences that people remember, not just interactions they forget.”
India’s Leap Toward Hyper-Personalization
Looking ahead, the company sees India as primed for the next stage of customer engagement. “My vision is personalization at soul,” he shared. “Every customer deserves to feel understood in their language, in their context, and in their exact moment of need. India is uniquely positioned to take that leap.”
Trust as the Foundation
With privacy-first marketing gaining ground, the balance between compliance and personalization is more important than ever. “Privacy and impact go hand in hand,” he emphasized. “We’ve built Helo.ai on consent-led, compliant journeys that not only respect customer choice but also build lasting relationships.”
Beyond Automation
For him, the most exciting theme at CLICK 2025 was the exploration of generative AI in CX. “India is moving beyond automation to true intelligence, ” he said. “The future is about combining technology with caring. Yes, conversations should be quick, but they should also be very human and relevant. That's when customers really get involved.”
Insights from the Panel: Too Much Data, Too Little Action
Prashant Gadekar took part in a panel discussion at the IAMAI CLICK Summit called "Too Much Data, Too Little Action: Turning Dormant Data into CX Gold." The session was about how brands can stop gathering data and start connecting by turning old data into useful insights that make real-time, highly personalized experiences possible.
Key discussion points included:
- Transforming dormant data into actionable customer experience insights to enable hyper-personalized CX strategies.
- Overcoming analysis paralysis to drive impactful engagement.
- How top brands are using data-driven approaches to elevate customer experiences in India.
The panel made it clear: businesses that act on data in the moment rather than just storing it are the ones that will define the next era of customer loyalty.
How Helo.ai Empowers Brands with AI-Driven Engagement
For organizations weighing up whether to work with an SMS API Provider, WhatsApp Business API Provider, or an RCS Business Messaging Service, Helo.ai by VivaConnect removes the need to stitch together multiple vendors. It brings these capabilities under one integrated, AI-powered CPaaS so your teams plan once, orchestrate once, and execute everywhere.
With a single dashboard and API, brands can design campaigns and two-way conversations across SMS, WhatsApp, RCS, email, and voice; apply real-time decisioning to pick the best channel and message; and measure outcomes with clear, business-level analytics. It’s built for enterprise needs, consent-led personalization, governance and compliance, and the scale to support high-volume, always-on engagement.
- Helo Broadcast: Delivers omnichannel campaigns via SMS, RCS, WhatsApp, and Email with AI-driven channel selection, zero delivery wastage, A/B testing, and real-time analytics.
- Helo Conversations: Engages customers with AI-powered chatbots across 15+ channels, using a no-code bot builder, multilingual capability, and a unified OneView Inbox.
- Helo Verify: Secures user onboarding with fast, reliable OTP verification via SMS, Email, or WhatsApp, enhanced by SIM-binding and real-time analytics. Helo Hub: Provides a white-label CPaaS platform for enterprises and telcos, enabling them to deploy branded messaging services across SMS, WhatsApp, RCS, Email & Voice.
- Helo Shortify: Offers branded, trackable short URLs to boost click-through rates, reduce SMS costs, and enable AI-powered retargeting—all integrated with API and dashboard analytics. By combining these tools, Helo.ai offers end-to-end solutions for brands looking to elevate personalization, drive conversions, and build lasting customer trust.
What’s Next
If there’s one takeaway for decision-makers, it’s this: the future of CX isn’t in collecting more data, but in activating it intelligently. With AI-driven insights, omnichannel integration, and a privacy-first approach, Helo.ai is helping brands move past dashboards and reports and into an era of customer engagement that captivates, converts, and truly lasts.
