"Artificial Intelligence is not just the future. It is the present that's shaping the future. Our focus should not be to fear it but to learn how to steer it," remarks Madhavi Putta, the visionary IT expert who has been making waves in the tech industry for the past 17 years. The seasoned technologist has been reflecting on the swift digital transformation triggered by the pandemic, a game changer that has left no industry untouched, especially customer service.
The Urgency for Transformation
The ongoing global pandemic has highlighted the need for a fresh approach to customer support. With in-person interactions dwindling and the traditional customer support model stretched to its limits, the role of AI has never been more vital. Market research firms project that by 2025, AI will handle an impressive 80% of all customer interactions, a surge from a
meager 15% in 2023.
Amid this change, Madhavi Putta is not just an observer but an active participant. As an industry veteran, she identified the potential of AI early on and has pioneered the successful integration of AI chatbots in customer support across various organizations.
"Implementing an AI solution in customer support is akin to solving a complex puzzle," Putta points out, drawing from her experience of leading the shift from traditional customer support systems to AI chatbots for some of her major clients. Her innovative endeavors have transformed operations for these businesses and reshaped the industry, providing a glimpse into a future where AI takes the helm.
A Case Study
The work she has done for Texas state agencies is a great example. Under her leadership, an AI-based chatbot was developed that could answer queries such as "What is the status of my contract?", "Did I miss any documentation?" or "When is the last day to bid the contract?"
By reducing human intervention, this innovative method expedites service delivery and significantly enhances customer experience.
However, this isn't to say that Putta's work has been universally accepted. Not everyone is entirely convinced about the viability and effectiveness of AI in customer support. Some believe that AI chatbots are still far from comprehending complex human emotions and intentions, and companies must tread carefully.
Embracing the Challenge
Putta remains determined and focused despite the criticism. She readily acknowledges the challenges but views them as opportunities to improve. Responding to those still on the fence about the recent innovation, she explains, "AI's role in customer service is not to replace human touch but to augment it. AI chatbots are there to handle routine tasks, freeing up human agents to tackle more complex issues. The aim is to strike a balance."
To Putta, this is not about replacing humans with bots. It's about using technology to enhance efficiency and allow human resources to concentrate on tasks that require deeper engagement. It's about recognizing the limitations of traditional customer service models and deploying AI to overcome them.
Charting the Course Ahead
Madhavi Putta isn't just participating in the industry's evolution; she is one of the key individuals leading it. By pushing for the adoption of AI in customer service, she is ensuring that this technology is accepted and welcomed rather than feared. Her innovations are setting new standards now that customers have become more discerning and demand quick and efficient services.
"There will always be detractors when you're on the frontier of change," Putta observes. "Our job is not to convince them but to continue our work. To continue innovating and improving. To continue building the future I'm working towards."
Her vision, determination, and innovative approach make it clear that Madhavi Putta will continue to be a driving force in her industry. With innovators like her leading the charge, the future of the tech-driven customer service landscape looks more exciting than ever.
