Pranay Agrawal on digital customer experience
From "Creating value from AI led transformations" by Pranay Agrawal · · INDIANINSTITUTEOFMANAGEMENTAHMEDABADIIMA
“By eliminating digital friction we were able to see increases in digital revenues of up to 100 million dollars a month for a global telecom major and a big jump in overall customer satisfaction.”
On , Pranay Agrawal, Cofounder at Fractal, spoke about digital customer experience during "Creating value from AI led transformations" by Pranay Agrawal on INDIANINSTITUTEOFMANAGEMENTAHMEDABADIIMA.
About Pranay Agrawal
In a December 2020 talk, Pranay Agrawal, cofounder of Fractal, discussed the role of artificial intelligence in business transformation. He stated that "AI alone is not enough to create value from AI" and argued that a combination of AI engineering and design is needed to realize full value. Agrawal cited estimates that AI could add up to three trillion dollars in business value and recover billions of hours of human labor. He also acknowledged concerns that AI could shift power toward capital and raised the question of how human beings would continue to contribute economically. Agrawal provided examples of AI applications, including a Japanese farmer who used a Raspberry Pi and TensorFlow to sort cucumbers with over 90 percent accuracy, and a product called Cure that applies computer vision to X-rays to detect diseases such as tuberculosis. He described Fractal's work with the Mumbai Municipal Corporation to create a data "cockpit" for COVID-19 response, and noted that by eliminating "digital friction" for a global telecom, Fractal helped increase digital revenues by up to 100 million dollars a month. He also mentioned that within two days, one large telecom transitioned 90,000 workers to remote work without a drop in customer satisfaction.