Generative AI’s opportunity lies where there are shortages of manpower: HGS CEO
Hinduja Global Solutions said the opportunities for generative AI lie more in areas where there are shortages of manpower.
Giving examples of areas where productivity is less due to shortages of manpower, Partha DeSarkar, executive director and CEO of Hinduja Global Solutions (HGS), said conversational AI, loan processing, document processing and image recognition bots are some areas where HGS is doing pilots for clients.
He said 10-12 pilots were currently being done by HGS and that the company hopes to take these pilots into production stage by the end of this year.
“Despite the West being such a consumerist society, the level of customer service that you find when you try to call up or get in touch with their customer service helpline is pretty poor. (Calls) being put on hold for 15-20 minutes can stretch even longer,” said DeSarkar.
“This experience is unique that I'm seeing in North America. It's just because they don't want to put the number of people that are required to service those volumes… They are expensive, so they don't want to put people because they will have to spend money. Whereas in India you will never find that. We have so many people.”
He added that AI will pick up this slack. “So if you were able to deploy conversational AI, who can be deployed for those conversations which do not require a human interaction, then that experience of being on hold for 10-15 minutes for routine queries, that will go away.”
Similarly, GenAI can be used for loan processing. “If you apply for a mortgage in
