Banking

How Generative AI Is Rewriting the Economics of Indian Banking

Banking

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Structural change in Indian banking’s distribution architecture is already an accomplished fact, thanks to the large-scale adoption of digital technologies. The expansion of mobile banking, UPI, Aadhaar, API-led banking, and banking-fintech partnerships has reshaped distribution architecture and improved accessibility. The next big change in Indian banking will not be about distribution capability. It will be … How Generative AI Is Rewriting the Economics of Indian Banking

Declining Customer Service in India: AI Chatbots and Global Competitiveness

Banking

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Declining Customer Service in India: AI Chatbots and Global Competitiveness

Introduction In recent years, Indian customers across telecom, e-commerce, banking, and other sectors have faced growing frustration with support services. Companies are increasingly pushing AI chatbots and automated systems to handle complaints and queries, often with minimal human oversight or training, in the name of efficiency. Paradoxically, this trend has worsened the customer service experience … Declining Customer Service in India: AI Chatbots and Global Competitiveness