Godrej Capital, the financial services arm of Godrej Industries Group, has launched various Generative Al solutions that are now live. With this, the company has become one of the early adopters of GenAl in the NBFC space.
One of the standout applications of GenAl at Godrej Capital is its role in transforming customer interactions through comprehensive Al-driven quality checks. By analysing 100% of customer calls and email engagements, Godrej Capital enables its decision-makers to extract actionable insights that drive continuous service enhancements. This in-depth analysis streamlines workflows and reduces the manual time required to review interactions, resulting in a seamless, highly personalized experience for customers while also saving on operational costs.
In addition, Godrej Capital’s use of GenAl extends to its 100% analysis of Net Promoter Score (NPS) feedback. By assessing all NPS data, the company proactively identifies trends in customer satisfaction, allowing it to swiftly adapt to changing needs. This responsiveness is both customer-focused and efficient, as it enables Godrej Capital to address customer demands in mal-time without incurring the traditional resource-intensive processes typically involved. An upcoming development in Godrej Capital’s Al-powered customer service initiative will soon offer a 360-degree view of each customer, integrating loan information, communication across channels, NPS data, and service request history. This feature will provide a holistic understanding of customer needs, enabling more responsive and effective service.
Another noteworthy implementation slated to go live is the Al/ML-driven credit risk assessment system combined with Gen Al that analyses real-time data from credit bureaus, and soon from bank statements, to combine with applicant profiles. This allows for comprehensive assessments of creditworthiness and early identification of potential risks, enhancing the company’s risk management and decision-making capabilities.
