Insights on AI-Powered Customer Experience (CX) in the Indian Context: A Conversation with Vasudeva Rao Munnaluri

AI is revolutionizing customer experience (CX) in Indian businesses, but it’s important to remember that AI is only as good as the intelligence it’s built on. In a recent interaction with indianexpress.com, Vasudeva Rao Munnaluri, RVP India & SAARC at Zendesk, shared insights on the complexities and potentials of AI-powered CX in the Indian context.

Munnaluri emphasized the need for Indian companies to approach AI as a new employee that requires specific training. He highlighted that 67% of customers in India would switch to a competitor after a single bad experience, making the accuracy and transparency of AI solutions crucial.

The key considerations for Indian businesses looking to adopt AI for CX include thoughtful application, establishing trust, focusing on customer needs, responsibly adopting AI solutions, training AI with specific data, capitalizing on CX-specific data, striking a balance between AI and human interactions, overcoming implementation challenges, achieving cost savings and improved productivity, and aligning AI solutions with the broader corporate strategy.

Munnaluri also addressed the challenges faced by Indian companies in adopting AI solutions, such as slow and expensive solutions, heavy IT spending, lengthy implementation times, and the need for human oversight during the initial stages of training AI.

Overall, AI has the potential to greatly enhance customer support by offering personalized experiences, automating manual tasks, and providing real-time insights into productivity. However, it’s essential for Indian businesses to approach AI adoption thoughtfully, ensuring that AI solutions are tailored to meet the specific needs of their customers and align with their overall corporate strategy. With the right approach, AI can truly transform the customer experience landscape in India.