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Nidhi Srivastava

Vice President and Global Head, Google Business Unit, TCS


  • As AI continues to improve, customer care is set to evolve from reactive responses to proactive engagement. We offer a peek into what’s coming next.
  • Imagine the impact when AI bundles highly relevant offers and recommendations that anticipate customers’ needs based on their buying patterns and personas.
  • As AI continues to expand its influence in customer care, and the technology gets increasingly better at recognizing human emotions, we’ll see many more tasks getting automated and an accompanying rise in quality, productivity, and customer care overall.