Godrej Capital integrates GenAI to enhance customer interactions, streamline operations, and improve credit risk assessments.
Godrej Capital applies GenAI to analyze 100% of customer interactions, including calls and emails, generating actionable insights. This automation reduces manual review time and improves service quality, ensuring highly personalized customer experiences. GenAI also assesses Net Promoter Score (NPS) feedback, identifying trends in satisfaction to adapt services quickly and efficiently. This approach addresses customer needs in real time while cutting operational costs.
The company’s upcoming GenAI-driven system will offer a 360-degree customer view by integrating loan data, communication history, and NPS feedback. This comprehensive profile enables faster, more responsive support. Additionally, Godrej’s AI/ML-powered credit risk assessment platform analyzes real-time data from credit bureaus and bank statements. It evaluates applicant profiles more accurately, enhancing risk management and identifying potential issues early.
Godrej is also launching the SAKSHAM-AI/ML platform, designed for efficient deployment of GenAI models. It integrates multiple large language models (LLMs) on a single platform, ensuring data security and simplified management. This scalable system adapts to evolving trends and optimizes performance. Chief Technology Officer Jyothirlatha emphasized the responsible and ethical use of AI to improve customer service, credit assessments, and loan processing, delivering reliable, personalized financial solutions.
Future initiatives include multilingual capabilities for training and customer services, broadening accessibility. By combining GenAI with machine learning, Godrej Capital accelerates efficiency and enhances customer experiences. This integration underscores their commitment to innovation, responsible AI deployment, and robust data protection, strengthening customer trust in a rapidly evolving financial landscape.