Speaking to TechGraph, Godrej Capital CTO Jyothirlatha B shared how the company is harnessing GenAI to accelerate credit assessments and enhance customer service. She also discussed the upcoming launch of SAKSHAM AI, a platform designed to streamline operations and boost efficiency across credit management, customer relations, and other core functions.
Read the complete interview:
TechGraph: What innovative AI methodologies have Godrej Capital adopted to uncover nuanced customer sentiments that directly influence NPS, and how do these insights translate into actionable strategies?
Jyothirlatha B: As a customer-obsessed brand, we take NPS very seriously and have consistently maintained high NPS scores. With the recent implementation of GenAI, we have elevated our approach by analyzing 100% of NPS feedback. This AI-driven analysis helps us uncover nuanced customer sentiments, enabling us to extract valuable insights, that directly influence our customer servicing strategies.
These insights are then used by our customer service team to deliver a more personalized experience, addressing specific customer needs proactively and thus continuously improving satisfaction levels. This proactive, data-driven approach ensures we maintain a high standard of service and strengthen our customer relationships.
TechGraph: How does your team balance the predictive capabilities of AI with the inherent unpredictability of customer behavior to maintain a competitive edge in customer-centricity?
Jyothirlatha B: At Godrej Capital, we recognize that customer behavior is fluid, and shaped by factors like economic conditions, personal experiences, and societal trends. In customer service, we are leveraging GenAI to analyze 100% of customer service calls and emails. This helps us draw valuable insights that enable us to better serve our customers, enhancing their overall experience.
While Generative AI plays a critical role, it’s not a one-size-fits-all solution. Its true potential is unlocked when used in synergy with machine learning (ML) models and other automation tools, each addressing specific problem statements with complementary core strengths. This layered approach allows us to remain agile in the face of unpredictability, ensuring customer-centricity is always at the core of every decision.
It’s important to note that while AI provides critical insights, human intuition, and empathy remain central to our approach, ensuring that we maintain a deep, human connection with our customers while using technology to improve efficiency and service quality.
TechGraph: Can you elaborate on how Generative AI is redefining traditional operational frameworks at Godrej Capital and its measurable impact on efficiency and scalability?
Jyothirlatha B: At Godrej Capital, we are working on GenAI use cases aimed at transforming traditional operational frameworks, particularly in credit assessment and customer communication.
In credit assessment, we are working towards leveraging GenAI to draw real-time insights from various data points such as bank statements, credit bureau reports, and customer applications. This integration will help our credit managers quickly assess potential borrowers and make more informed decisions in real time, speeding up loan sanctions and improving overall efficiency in the credit underwriting process.
In addition, we are working on implementing Customer 360, a tool that will provide our frontline executives with a complete overview of each customer’s profile, and Gen-AI-powered intelligent insights to empower our frontline and customer service executives.
We are also excited to be in the final stages of developing SAKSHAM AI, a unified platform that will enable us to scale our AI ambitions securely This platform will consolidate our AI/ML and GenAI capabilities across various functions, enabling us to integrate AI seamlessly into customer service, credit management, and operational processes. These initiatives will enhance both efficiency and scalability, allowing us to maintain a high level of service while improving operational speed and accuracy.
TechGraph: How do you navigate ethical and compliance challenges while deploying AI systems for customer data analysis, particularly in the context of improving NPS?
Jyothirlatha B: In a sector as regulated as financial services, the ethical deployment of AI isn’t just a best practice—it’s a necessity. Godrej Capital prioritizes data privacy and compliance at every stage of AI deployment. All our AI models undergo rigorous audits to ensure they meet both internal governance standards and external regulatory requirements.
Importantly, ethical AI at Godrej Capital goes beyond compliance—it’s about fostering trust and keeping customer interest sacrosanct. GenAI, when deployed responsibly, respects data privacy, ensures transparency, and reinforces customer confidence in the organization.
We believe that AI-driven growth should never come at the cost of ethical standards. By adopting a compliance-first approach, Godrej Capital ensures that innovation is not only impactful but also trustworthy and sustainable, driving long-term customer satisfaction and loyalty.
TechGraph: What unique applications of Generative AI have been instrumental in reimagining customer interactions, and how do you measure their success beyond traditional metrics?
Jyothirlatha B: In terms of customer interactions, we are focused on making key documents like sanction letters, repayment schedules, and others more personalized and accessible by translating them into the customer’s preferred language. This will help ensure that important information is clear and easily understood, thus building trust and enhancing the overall customer experience.
Moreover, an automated Customer 360-view implementation will equip our customer servicing teams with the necessary information to engage more effectively with customers and provide tailored responses. Once fully deployed, this tool will significantly enhance customer service, ensuring that customer needs are addressed proactively and with empathy.
We measure the success of these initiatives not only through traditional metrics like NPS and customer satisfaction scores but also by tracking engagement improvements, response times, and issue resolution rates.
TechGraph: Looking ahead, how do you envision AI’s role evolving in harmonizing technological innovation with the human element of customer relationships at Godrej Capital?
Jyothirlatha B: The future isn’t about choosing between technology and human touch—it’s about harmonizing the two. AI will continue to automate and optimize routine processes, allowing human teams to focus on building deeper, more meaningful relationships with customers.
As we move forward, our commitment remains clear: innovation and trust must go hand in hand. Only by integrating technological advancement with empathy and ethical practices can we redefine customer relationships in a way that’s both scalable and deeply personal.
