customer service

Mint Primer: Where exactly is GenAI making an impact in biz?

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Mint Primer: Where exactly is GenAI making an impact in biz?

Some enterprises remain sceptical about the returns on artificial intelligence (AI) deployment. However, a recent report from Bain & Company has cited encouraging gains. Mint explains the state of GenAI adoption among companies today. Is GenAI moving beyond experiments? The early movers are going beyond proof of concept (PoC) and trials to deploy GenAI across … Read more

Customer care: How the bot army will shrink the outsourcing pie

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Customer care: How the bot army will shrink the outsourcing pie

“While customers can choose different modes of contact—touch (in a branch), type (on the website), tap (chat banking on WhatsApp) and talk (call the contact centre and interact with the voice assistant)—we see an increasing preference for digital self care,” said Anjani Rathor, chief digital experience officer, HDFC Bank, pointing at the increase in such … Read more