Smarter And Safer Banking Powered By AI

Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?

I've worked in CX transformation, quality, risk, and digital operations in fintech, payments, banking, and BPO for nearly 20 years. With an emphasis on AI-driven quality assurance, fraud analytics, digitising onboarding, and enhancing operations, I have overseen significant transformation projects for both consumer and merchant enterprises. In order to reduce expenses, bolster risk controls, and enhance customer satisfaction, I have experience integrating AI techniques like speech analytics, LLM-based QA, and hiring automation. My area of expertise is Lean Digital Transformation, which improves compliance, governance, and agent capabilities while streamlining processes. My work has continuously produced scalable models for various sites, reduced fraud, improved SLA performance, and cost reductions.

Q2. With the Digital Personal Data Protection (DPDP) Act now in focus, how has the implementation of GenAI changed to ensure that PII (Personally Identifiable Information) is scrubbed before it reaches the LLM for analytics?

GenAI systems have adopted a privacy-by-design strategy after the Digital Personal Data Protection Act, 2023, went into force in India. PII redaction procedures are now added by businesses before data is sent to the LLM.…