Powering AI innovation

The company's server build team was facing challenges with manual provisioning, difficulty adapting to dynamic requirements, time and resource constraints, and complex infrastructure management.

Genpact helped the client generate Ansible Playbooks using gen-AI-powered prompt engineering that automated infrastructure orchestration, enabled dynamic scaling, and facilitated continuous integration and deployment.

Enhanced efficiency and time management by reducing operations time by 42% (from 420 minutes to 180 minutes) and improved productivity by 45% in the development effort. Over the entire year this initial venture saved the client over $30,000. More significantly, it opened up the possibility of much larger projects that can utilize gen AI to efficiently do code conversions and end to end business enhancements.

Meeting the need for agile responses to market shifts, driving efficiencies, and creating capacity that allows the client to reinvest in its core capabilities and accelerate growth.

Genpact is building an advanced AI-enabled and experience-led digital platform to automate various back-office processes for the client, including order-to-cash services, contract management, trade promotion management, vendor-managed inventory support, call center services, electronic data interchange, and data synchronization.

This platform will unlock value through scalability, flexibility, and adaptability to streamline processes, reduce complexities and expenses, and enhance collaboration and efficiency across organizations.

Tech distribution supply chains typically face complexity and fragmentation due to multimodal shipment methods, minimal inventory strategies, and cluttered SOPs. For the client, this led to revenue prediction challenges, customer experience (CX) issues, and missed opportunities for sales reps.

We developed an AI-powered virtual assistant that guided supply chain agents in determining the right action and communication strategy for specific fulfillment stages. This ensured synchronization across finance, supply chain, and sales teams, improving overall efficiency.

• 20% increase in revenue recognition accuracy
• 10%–20% improvement in CX and customer satisfaction (CSAT) scores
• Enhanced control environment for backorder fulfillment
• Efficiency gains through reduced dependency on business SMEs, increased first-pass yield resolution, and decreased rework/friction points

• Customers were experiencing long case-handling and resolution times resulting in lower customer satisfaction, more equipment downtime and risk to patient safety
• Low remote resolution was resulting in more field service dispatches that added to company field service engineers' workloads
• Technical support is a highly knowledge intensive process in which agents were manually searching through a wide variety of documents to determine resolution impacting agent efficiency

Gen AI powered application for technical support agents enables faster issue identification and resolution. The features include:

• Scalable solution built on the huge amount of technical information, expertise, and tribal knowledge
• Ability to collate and tailor answers to customer queries in multiple languages, placing it at the fingertips of our associates
• Extensive FAQ (Frequently Asked Questions) library curated by product experts addressing top issues, with an intelligent question auto-fill functionality
• Feedback functionality to keep humans-in the-loop that continuously tunes the models for accuracy

• NextGen Support can deliver productivity gains of 20-25%, improve dispatch avoidance by 15-20%, and increase instrument up-time by up to 10%
• Speeds up onboarding and ramp-up time for new agents to provide effective customer technical support faster
• Most importantly, it delivers a logical, repeatable, and consistent customer experience

Challenges in automating various operational finance activities, including unbilled receivables, dispute resolutions, and intercompany AP and AR balance reconciliation. These manual processes were time-consuming and complex, hindering efficiency and accuracy.

Genpact leveraged its domain process knowledge, data engineering skills, and AI deployment experience to build an AI center of expertise that is helping the client automate and streamline its finance operations.

The client is set to achieve up to $120 million in unbilled reduction, thus improving cash flow.

The client was looking to improve the productivity of its R&D staff working on product research by utilizing prior research documents, tech memos, and more.

Genpact partnered with the client's team to create a POC for a GPT-3.5-based LLM that will assist R&D teams.

The solution enabled the manufacturer to increase the productivity of over 250 research scientists, utilizing more than 10,000 research documents. This was expected to improve efficiency and accelerate innovation within the client's R&D department.