Mahindra Group Integrates AI and Gen AI to Enhance Customer Experience, Says Group CTO Mohit Kapoor

The Mahindra Group is dedicated to utilizing artificial intelligence (AI) and generative AI (Gen AI) to improve customer experience and operational efficiency, according to Group Chief Technology Officer Mohit Kapoor. Speaking at the Mint Digital Innovation Summit 2024, Kapoor emphasized the transformative impact of AI in various sectors, especially the automotive industry, where intelligent connected vehicles now offer safer rides.

Kapoor noted a significant change in lead generation, with only 20% of leads now originating from physical visits to car dealerships, down from 50-60% previously. He highlighted the AI-driven innovations in the XUV700, the first in its segment with level two autonomy, enhancing safety and driving experiences through advanced AI and vision technologies.

AI’s applications extend beyond automotive innovations. Kapoor mentioned AI’s role in financial inclusion and responsible lending, and in manufacturing, where AI technologies detect imperfections in cars post-paint job, replacing meticulous human inspections.

Cloud-based innovation, data privacy, and cybersecurity are crucial, according to Kapoor. Initiatives like Mahindra AI ensure data insights and analytics remain secure and controlled within the platform. As digitalization progresses, robust data management practices, including encryption, authorization, and authentication, are essential.

Kapoor reiterated Mahindra Group’s commitment to leveraging AI across sectors for enhanced customer experience and operational efficiency. Recently, Tech Mahindra partnered with IBM to promote the responsible adoption of Gen AI globally, utilizing TechM amplifAI and IBM watsonx to deliver new Gen AI capabilities to enterprises.