Shri Abhishek Singh is a career civil servant with 29 years of experience of governance & policy formulation. He specializes in use of Technology for improving Governance. He is presently posted as Additional Secretary, Ministry of Electronics andInformation Technology, Government of India, with responsibilities of ArtificialIntelligence & Emerging Technologies, Cyber Security and Digital Skilling.

He has previously served as CEO, Karmayogi Bharat in Department ofPersonnel & Training; and CEO NeGD, DIC and MyGov in Ministry of Electronics &Information Technology, Government of India. He has done Masters in Public Administration from Harvard KennedySchool of Government. He is also an alumnus of IIT Kanpur.

Amplifying customer interactions with GenAI

KreditBee sees Artificial Intelligence (AI) and Generative AI (GenAI) as powerful agents for change and growth. Through its partnership with Amazon Web Services (AWS), KreditBee is hoping to leverage GenAI to boost operations and productivity, and improve revenue and margins.

The first order of business is improving customer interactions. By analysing agent conversations, KreditBee can improve its efforts in training agents and get a better view on their performance. For this purpose, the company is leveraging powerful tools like Amazon Bedrock, a machine learning platform used to build GenAI applications.

GenAI has seen great success in the customer service arena, offering vital services such as real-time support, personalised responses, and automated resolution for customer issues. It will help KreditBee mine valuable insights from previous customer experiences and generate call transcriptions of customer interactions to enhance training, resolve internal issues, highlight pain points in the customer journey, and more.

Interview

AI Speak

“Much like we have two eras—BC and AD—in the tech and business world we can clearly see pre-Gen AI and post-Gen AI eras. AI models will increase efficiency of the entire organisation.”

Dr. Abhishek Singh

Additional Secretary, MeitY

Dr. Abhishek Singh

Additional Secretary, MeitY

Amplifying customer interactions with GenAI

AI Speak

“Much like we have two eras—BC and AD—in the tech and business world we can clearly see pre-Gen AI and post-Gen AI eras. AI models will increase efficiency of the entire organisation.”

Dr. Abhishek Singh