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Customer support and service are among the hottest sectors in voice AI right now. But building a product that sounds human and responds without noticeable delay turns out to be much harder in some markets than others \u2014 and most of the major players weren\u2019t built with Africa and the Middle East in mind.<\/p>\n
AethexAI<\/a>, a startup founded last year to close that gap, has raised $3 million in pre-seed funding led by 4DX Ventures, with participation from Enza Capital, Dorm Room Fund, Mojo Ventures, and Stanford GSB 26 Fund. Individual investors include Stanford faculty, telecom executives, and AI researchers from Anthropic. <\/p>\n Rather than using existing orchestration tools like Vapi<\/a> and LiveKit<\/a>, the company built its own small model and orchestration layer from scratch to handle the localized dialects of English, French, and Arabic spoken across its target markets \u2014 a decision driven, as we\u2019ll get to, by the particular demands of operating in the region.<\/p>\n The company is also launching its platform for enterprises to try out its tech and sign up for its services, along with APIs and SDKs for developers to experiment with its models.<\/p>\n The startup was founded by Mariama Diallo and Ayooluwa Odemuyiwa. CEO Diallo worked at Goldman Sachs and later joined YC-backed ModelML as a product and growth hire. CTO Odemuyiwa graduated from Caltech, worked at Meta, and enrolled at Stanford Business School before co-founding the company. The pair wanted to build something for emerging markets and started looking for opportunities.<\/p>\n Businesses around the world are racing to adopt AI tools to automate parts of their operations. But that doesn\u2019t always work out. In Egypt, a call center automated a significant share of its calls, but rolled the system back because of poor results, the founders found. Several support centers in Africa told them that finding and hiring engineers to automate calls at the right cost was a persistent headache.<\/p>\n \u201cThe latency and jitter that we saw on automated calls in this region were outrageous. If we had become orchestrators, we might have had to use large models that were hosted outside the region, resulting in higher latency. We realized that in order for this to work, we have to use very small models and cut latency at every step,\u201d Odemuyiwa told TechCrunch about the decision to build the company\u2019s own models and orchestration layer.<\/p>\n AI labs that deploy their latest models usually spend millions training them and acquiring data. AethexAI found a solution for both. Rather than chasing the largest possible models, it decided that small models are enough to tackle the latency problem while maintaining accuracy and developed its own Kora series, with parameters ranging from 300 million to 1.7 billion. That\u2019s a fraction of the size of the LLMs, which is precisely the point.<\/p>\n To train these models, the startup used anonymized recordings from a call center partner. It also shipped hard drives to radio stations across Africa to collect more audio data. To keep costs down, it built a contributor network of university students to annotate data and pronounce local names. As a result, the startup says, it\u2019s now handling more than 17,000 calls per day.<\/p>\n On the business side, the company is taking care to walk clients who are new to voice AI through the process, offering onsite demos and workshops to help them identify the best use cases for automation.<\/p>\n \u201cWe always tell customers that we cannot be everything for everybody right now. We\u2019re small. When we start talking to a company, we ask them to pick one use case that is the most important to them to start [with],\u201d Diallo said.<\/p>\n The startup is open to working across all industries, but at the moment, a big part of its use cases involves calls for debt collection, customer activation, or KYC \u2014 Know Your Customer verification, the standard identity-checking process used by banks and telecoms. The company is hiring forward-deployed engineers on a contract basis to serve local markets and building channel partnerships with telecoms providers to handle telephony for voice AI calls. Plug-and-play solutions, it says, simply won\u2019t work here.<\/p>\n Walter Badoo, co-founder and managing partner of 4DX Ventures, argues that the Africa and Middle East market is fundamentally different from the markets most voice AI companies were built to serve.<\/p>\n \u201cEnterprises in Africa and the Middle East process roughly three times the call volume of their Western counterparts, as voice is still the dominant channel for customer interaction,\u201d he said. \u201cIncumbent systems were built for Western markets characterized by high-end GPU infrastructure, standard English and European speech environments, and enterprise workflows common in the US and Europe. That creates real gaps when enterprises need systems that handle dialects, code-switching, and informal speech patterns, and that work within their existing telephony infrastructure and their actual price points.\u201d<\/p>\n Put another way, while companies like ElevenLabs, Deepgram, Sierra, and Cognigy are expanding globally at a fast pace, the markets they were built for and the markets they are entering aren\u2019t always the same thing. Startups like AethexAI are betting that the gaps \u2014 models specialized in local dialects, on-the-ground partnerships, infrastructure built for the region \u2014 represent a market opening that the giants have neither the incentive nor the architecture to close.<\/p>\n<\/div>\n When you purchase through links in our articles, we may earn a small commission<\/a>. This doesn\u2019t affect our editorial independence.<\/em><\/p>\n