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LALIT POPLI

Lalit joined ICICI Prudential AMC in January 2008. Currently, he spearheads technology and Information Security for IPAMC. His role encompasses to use the technology in an optimal way to enhance customer experience, increase the digital usage, improve productivity and ensure security of company’s intangible assets i.e. data. He has an overall work experience of more than 24 years across industries in areas of technology management, integration, strategic planning, process and profit centre management to name a few. He has worked with ICICI Group, Centillion, Gulf Computers and Siemens in the past.

With the aim of enhancing customer service, ICICI Prudential implemented artificial intelligence enabled chatbot that works on both voice and text. In the financial services domain, digitization of processes is the new norm. The organization wanted to amplify the digital journey of investment for investors and distributors. The company has digital properties enabled for on-boarding, transaction and servicing its customers. While the existing processes allowed customers to transact digital, there was a need to have transaction capabilities such as conversations in English. The chatbot provides step-by-step guidance, which eases the process and conveniently completes the transaction digitally. Additionally, agent assistance is available on the sample platform – this initiative has resulted in improved customer experience.

THE DIGITAL STRATEGY