Part 11/14:
The evolution of AI and ML plays a significant role in increasing efficiency. Genpact has democratized AI by empowering operators with basic tools to make day-to-day decisions, such as in collections or customer service, without deep technical expertise.
On the analytics side, the organization leverages AI/ML for complex modeling and decision-making, with significant investments in capabilities like MLOps. The goal is to embed AI into every aspect of the workflow, reducing human effort and increasing accuracy. Democratization of tools involves making data and analytics accessible to broader teams, enabling faster insights and better business outcomes.