Part 6/12:

Within a year of the generative AI boom, GeM deployed a chatbot—first in the country—to handle basic customer queries. This chatbot, built on the Mixtural platform after extensive testing, supports multilingual interactions across 10 Indian languages. It can respond to inquiries, create support tickets, and provide status updates, thereby reducing the burden on human agents and enhancing user experience.

Future AI Capabilities: Enhanced Automation and Decision Support

Dr. Zigshit outlined plans to further develop AI capabilities, including:

• Agent Handover Systems: When automated chatbots reach their threshold of effectiveness, conversations will be seamlessly transferred to human agents, ensuring quality support.