Beyond automation: How RJ Corp is building an AI-powered operating model
For a retailer dealing with a malfunctioning beverage cooler, the difference between a traditional service model and an AI-enabled one can be as simple as the time on the clock. Earlier, a problem reported at late evening or midnight meant waiting until the call centre reopened at 9 a.m. Today, an AI-powered multilingual voice bot can identify the retailer, diagnose the issue, offer a solution, raise a service ticket, or hand the call to a human agent.
At RJ Corp, that shift captures something much larger than automation. Under Group CIO Dr.Kamal Karnatak, technology is increasingly being used to move intelligence closer to the point of decision—whether that is a retailer, salesperson, distributor, store employee, recruiter or manager.
The objective is not technology for its own sake. It is to make the organisation faster, more responsive and more capable of making decisions at scale.
Karnatak’s philosophy is straightforward:...
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