AI solutions will help large conglomerates to further streamline operations and reduce human interaction in the coming years according to industry experts
TIA, RICHA and CARA are some of the most efficient employees of the Tata group. TIA has simplified the loan procurement process for Tata Capital’s customers to a great extent. RICHA who is working with Tata Steel is exceptional at customer communication. While the employees of Tata Consultancy directly approach CARA to immediately solve their queries.
The three, though, are no ordinary employees. TIA, RICHA and CARA are artificial intelligence (AI) platforms in the form of chatbots and voice assistants, taking over tasks previously handled by human employees at the Tata Group.
An emerging trend, chatbots and voice assistants are on-brand with mega conglomerates across India.
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The Tata example
Tata Capital, Tata Group’s financial and investment services subsidiary had introduced TIA, a personal loan assistant on its Tata Capital app to “voice-assist the personal loan customer journey, check loan eligibility and aid the customer through the loan approval process in minutes.”
“TIA brings ease and convenience to the customer by providing a personalised and seamless experience,” said Ms Abonty Banerjee, Chief Digital Officer, Tata Capital. “Data through TIA is also used in a more meaningful manner, thus helping us create a far more delightful customer experience. We have been able to deepen our engagement with our customers as well. Helps to reduce the overall cost to serve in a significant manner and also is a good opportunity to upsell.”
Source: The Hindu BusinessLine
