While artificial intelligence (AI) has emerged a game-changer for enterprise leaders, businesses are still struggling with accessing clean data, shortage of talent and data privacy. Successful AI implementation demands a deep understanding of domain and data, besides readiness, says Genpact’s new president & CEO BK Kalra , who took over from Tiger Tyagarajan recently . In this interview to Sudhir Chowdhary, Kalra talks about Genpact’s AI strategy.
What are Genpact’s key priorities today?
We are building our execution muscle through our new ‘3+1 framework’ which is delivering promising early results. This includes three client-facing initiatives:
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(i) Leveraging industry-leading partnerships to bring more AI-focused, growth-oriented solutions for clients (ii) integrating data, tech, and AI in client engagements and (iii) simplifying our go-to-market structure.
All of this is strengthened by our internal initiative called “Client Zero” – establishing Genpact as our own best credential for AI-led transformation. It’s early days but we feel great about the progress. For instance, we have joined forces with Microsoft, by combining Genpact’s leadership in finance and accounting with Azure open AI technology we are transforming finance organisations to best-in-class, leveraging domain expertise, data and AI solutions.
For “Client-Zero” — we’ve identified and deployed internal use cases across IT, finance, HR, legal, sales, and marketing, establishing Genpact as our own best credential forAI-led transformation for growth, improved employee satisfaction, reduced costs, and cash flow.
What are the key trends and innovations you are witnessing in the industry?
We’re seeing a dramatic shift in how businesses think about data as a critical foundation for successful AI implementation. Consequently, there’s been a shift from generic AI solutions to industry-specific, ROI-driven offerings that solve real-world problems. Businesses are prioritising AI solutions that deliver tangible, measurable results like increased revenue or improved customer experience.
Tell us about Genpact’s GenAI strategy.
Our GenAI approach prioritises outcomes beyond productivity, re-evaluates workflows, establishes robust data foundations and incorporates responsible AI measures. We’ve identified various opportunities to leverage large language models (LLMs) to drive enterprise efficiencies in areas across end-to-end business areas for our clients.
We’re also building responsible AI centres of excellence for clients. We have already been granted a few patents and we have filed several GenAI patents. Over 110,000 employees are enrolled in our GenAI training, and 65,000 have completed the courses to reach a foundational understanding of the new technology and its application.
It’s early days, but we are seeing increased momentum in GenAI-related revenue and bookings. For example, for Volkswagen Financial Services, we have integrated GenAI into production systems, enabling agents to manage servicing requests with efficiency while delivering more personalised experience and improved customer satisfaction.
How does your GenAI approach differ from other market players?
Our unique ability to combine deep domain knowledge with the understanding of data, the innate curiosity and entrepreneurial agility of our talent, sets us apart. We believe understanding domain in the context of various sectors and functions allows companies to effectively manage data which underpins the successful integration of GenAI. We help businesses prioritise data quality, governance, and accessibility to facilitate GenAI implementation effectively.
How do you see India contributing towards Genpact’s overall growth?
India is an incubator for talent. For us, talent is critical to driving innovation and unparalleled outcomes for clients. As we progress , we continue to invest in attracting and building talent to learn, experiment, and apply AI at scale for ourselves and for our clients.
From: financialexpress
Financial News
