Mahindra Group CTO Mohit Kapoor: AI and Gen AI to enhance customer experience

The Mahindra Group is prioritizing the integration of artificial intelligence (AI) and generative AI (Gen AI) to enhance customer experience and operational efficiencies, according to Mohit Kapoor, Group Chief Technology Officer, Mahindra Group, who spoke at the Mint Digital Innovation Summit 2024.

“AI and Gen AI hyper-personalize the journey and offer significant value to the customer," said Kapoor. He elaborated on how these technologies have revolutionized various sectors, particularly the automotive industry, where connected intelligent vehicles now ensure safer rides.

Kapoor highlighted a significant shift in lead generation dynamics. "While previously, 50-60% of leads originated from walk-ins at car dealerships, now, only 20% begin with physical visits." He also noted the impact of AI in product innovation, referencing the XUV700 launch three years ago. "It was almost the first car in its segment to feature level two autonomy, enabling the car to anticipate and react to potential hazards," he added. Such advancements, powered by AI and vision technologies, have significantly enhanced both safety and driving experiences.

Kapoor also spoke about AI's diverse applications, including financial inclusion initiatives and responsible lending practices. In manufacturing, AI has revolutionized the detection of imperfections such as specs or scratches on cars post-paint job, which traditionally required meticulous human inspection. This is now achieved through high-definition cameras and advanced computer vision algorithms.

He emphasized the importance of cloud-based innovation, data privacy, and cybersecurity. “Initiatives such as Mahindra AI ensure that insights and analytics derived from our data remain within the platform, offering unparalleled security and control." As digitalization advances, measures like data encryption, authorization, and authentication become imperative to safeguard sensitive information.

According to Kapoor, the Mahindra Group is committed to leveraging AI across sectors to enhance customer experience and operational efficiencies. "The critical role is to prioritize AI use cases and implement robust data management practices for sustained innovation and growth."

Recently, Tech Mahindra partnered with IBM to facilitate the responsible adoption of GenAI worldwide, leveraging TechM amplifAI and IBM watsonx to bring new GenAI capabilities to enterprises.