DECODE: Operational ExcellenceImproving Customer Experience with GenAI [Video]

Since last year, generative AI has swiftly evolved from being a buzzword to scripting success stories for businesses. According to a recent survey, implementing generative AI at scale can increase productivity by 30% to 50%, with 95% of global customer service leaders expecting AI bots to handle customer interactions within the next three years.

In the first episode of the six-part webinar series, expert leaders touched upon AI’s potential to achieve operational excellence and improve customer experience. It was led by industry leaders Kiran Kuppili, executive director & head of Institutional Banking Group and Payments, DBS Tech India, and Bala Natarajan, VP of generative AI and analytics at Capgemini, India.

With over 28 years of experience in data analytics, AI/ML, and business process management, Natarajan leads a team of 3,500 professionals. He advises global enterprises on leveraging AI for transformation and developing data monetisation models.

Kiran Kuppili was joined by Natarajan, who …