By Anshika Mathews · AIM Media House
"AI will do this but it's not going to be over the course of a half century, it's going to happen a lot faster." - Edmund DeLussey At machineCON 2024, hosted by AIM Research, we had Edmund DeLussey, Senior Vice President and Global Enterprise Services Leader at Genpact who shared his views on “Breaking through the noise to achieve success with Gen AI”.
He recounted a weekend walk with his son, where the young boy heard a high-pitched noise that DeLussey couldn't perceive. This story served as a perfect analogy for the current state of AI in business - some can hear the signal, while others struggle to cut through the noise.
Clariant, as a company that has been making headlines for its innovative use of AI in customer service. By implementing AI models capable of handling 35 different languages, Clariant has drastically reduced its customer service inquiries by two-thirds.
Remarkably, this has not led to a reduction in their customer service team; instead, they now have 2,000 agents working on more complex cases, improving the quality of customer interactions and creating a positive impact on the business.
This example underscores that AI isn’t just about automation—it's about enhancing human roles and driving better outcomes.
“Clarinet’s use of AI didn’t just cut down on the number of customer service inquiries—it reshaped the role of customer service agents, allowing them to focus on more complex interactions that require human empathy and understanding,” DeLussey explained.
Surprisingly, a company used AI to expedite the drug development, Lantern Pharma which brought three drugs to the clinical trial stage in just three years - a process that traditionally takes a decade and billions of dollars. “The traditional drug discovery process is a lengthy and costly endeavor.
Lantern Pharma’s use of AI has revolutionized this process, significantly speeding up the timeline and bringing crucial drugs to trials in record time,” DeLussey noted.
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