Mahindra Group Integrating AI and Gen AI to Improve Customer Experience, says Group CTO Mohit Kapoor

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Mint Digital Innovation Summit 2024.“AI and Gen AI hyper-personalize the journey and offer significant value to the customer," he said, elaborating on how this fusion has revolutionized sectors, notably the automotive industry, where connected intelligent vehicles have become a standard, ensuring safer rides.Highlighting a significant shift in lead generation dynamics, he said: “While previously, 50-60% of leads originated from walk-ins at car dealerships, now, only 20% begin with physical visits." Highlighting the impact of AI in product innovation, Kapoor cited the launch of the XUV700 three years ago. "It was almost the first car in its segment to feature layer level two autonomy, enabling the car to anticipate and react to potential hazards." Such advancements, powered by AI and vision technologies, have significantly enhanced both safety and driving experiences, he added.Kapoor elaborated on AI's diverse applications, including financial inclusion initiatives, and underscored Mahindra's dedication to responsible lending practices.

He also touched upon AI's role in manufacturing. “For instance, the detection of imperfections like specs or scratches on cars post-paint job, which traditionally required meticulous human inspection, has been revolutionized through the implementation of high-definition cameras and advanced computer vision algorithms."Also Read: Mahindra & Mahindra in the fast lane on higher capex, upcoming launchesHe also stressed the importance of cloud-based innovation, data privacy and cybersecurity.