Genpact AI Day presentation: Driving an AI-first mindset at Genpact
Vidya Rao, Chief Information and Transformation Officer, Sanjeev Vohra, Chief Technology and Innovation Officer
Genpact: Our best credential
We believe that to help our clients scale and succeed with AI, we must first walk that road ourselves. Vidya Rao shared Genpact's journey toward becoming a beacon of AI-led transformation with Sanjeev Vohra.
Genpact's team faced three key challenges in embedding AI throughout the organization: identifying the right use cases, driving scale, and managing change. In response, we set up a robust transformation framework and governance plan to drive our goals. Rewiring the company's data models, simplifying processes, and fostering a culture of learning have been crucial components.
Guided by this North Star, the team is transforming functions and the employee experience with advanced technologies such as agentic AI. Genpact Scout – a family of AI agents that double up as both chatbots and action bots – is a prime example. From summarizing documents and writing video scripts to providing 24/7 HR and IT support, Scout is revolutionizing daily tasks and improving employee satisfaction. We're already seeing a measurable impact in the efficiency, effectiveness, and experience of our IT helpdesk:
- 70% of interactions are now resolved without human touch
- 50% decrease in helpdesk staff
- 2x increase in user satisfaction
Access the full presentation below.