The article discusses the growing adoption of AI by Indian companies to manage customer journeys, particularly in handling large volumes of inquiries and complaints. This adoption leads to increased efficiency but also raises concerns about job displacement and the need for workforce upskilling.
Zomato's layoff of 500-600 customer support employees after implementing its AI-powered platform, Nugget, highlights the potential for job losses. However, other companies are focusing on upskilling their workforce to adapt to the changes brought about by AI.
While some companies report significant increases in customer interactions thanks to AI, others are more cautious, noting the need for reliable AI frameworks to maintain trust and operational integrity. The need for a workforce with different skillsets is also highlighted.
The article highlights concerns around data security, confidentiality, and safety in the context of AI adoption, particularly in the financial sector. Building trustworthy AI frameworks that balance efficiency with operational integrity is emphasized, focusing on data accuracy, security, and governance.