Arundhati Bhattacharya, Chairperson and Chief Executive Officer, Salesforce, India, navigates the digital landscape in the data-driven era.
“English is the hottest programming language,” says Arundhati Bhattacharya, the former Chairperson of the State Bank of India (SBI) and currently Chairperson and Chief Executive Officer for Salesforce, India.
Bhattacharya, who studied English literature at Lady Brabourne College in Kolkata in the seventies, stresses the significance of linguistic expertise in a tech-driven era.
“I had no tech background whatsoever,” she says. “But to have a background in English in today’s times seems to me like a triumph. After over 45 years, my skillsets are going to play an important role, especially since part of the point of developing Generative AI is to imitate human thought,” she says.
She proudly shares that she can write prompts for Generative AI tools much better than her husband, who is an engineer.
“We have compared our prompts on one of the Gen AI tools and my answers or results are much better and to the point,” Bhattacharya says.
Transitioning from a world of “Dostoevsky to Data”
In the digital age, where customer interactions transcend physical boundaries, effective strategies are vital to elevate the customer experience. Crafting seamless, personalized journeys fosters brand loyalty, turning customers into advocates. It’s not just about transactions; it’s about creating memorable, delightful encounters that resonate in the hearts of digitally connected consumers.
When asked about effective strategies for enhancing Customer Experience in the digital age, Bhattacharya underscores the prevailing era of data. She emphasizes the imperative for enterprises to capitalize on their data. According to her, the initial step is to ‘unlock’ data from systems and ensure its optimal utilization. She also stresses the ongoing need for robust data governance. Despite advancing tech capabilities, mitigating risks remains crucial in navigating the digital landscape.
“If you look at the landscape of traditional sectors in India, the adoption of cutting-edge IT solutions has been somewhat lackluster, despite our nation’s abundant talent. Surveys across South Asia reveal that our individual awareness is high (it is in the leading quartile), yet industry-wide acceptance of advanced tech remains in the shadows (laggard quadrant). To bridge this gap, a robust digital strategy is paramount. While the BFSI sector leads in digital maturity, there’s still untapped potential, especially in leveraging public clouds and unlocking the full value of data. The need isn’t for a rip-and-replace solution, but a unifying strategy focused on CRM, data, AI, and trust, revolutionizing the customer,” Bhattacharya says.
She adds that, unfortunately, the legacy industry is currently adrift without a strategic digital strategy in this transformative journey.
The AI craze and Salesforce
Our narrative circles back to the topic of generative AI—a space teeming with myriad tools vying for attention in the market. From the creative prowess of Dall-E to the ubiquitous presence of Google Assistant, and the enigmatic Generative AI, a select few are making waves globally.
Internally, Salesforce has woven the fabric of generative AI into every facet of its endeavors, whether navigating industry solutions, sales, services, marketing, or analytics.
“We have embarked on diverse GPT journeys, some of which are in the hands of users through Generally Available (GA) features, while others are under testing. Whether it’s Salesforce, MuleSoft, Slack, or Tableau, all these platforms will have several features that will be using large language models (LLMs) to provide users with greater insights,” says Bhattacharya.
She illustrates the dynamics among developers through the lens of a bell curve, where proficiency varies across the team. Gen AI steps in as a game-changer for developers. By providing a clear prompt, Gen AI crafts Apex Code for specific operations. Developers receive the code, enabling them to assess its functionality and enhance it.
“I was told by our chief engineer, that our developer bell curve is shifting right, attributing the improvement to the enhanced capabilities of Gen AI,” Bhattacharya says.
Data and guardianship with Einstein’s Trust
Good data is the lifeblood of AI, shaping its capabilities and outcomes. A robust dataset ensures accurate model training, fostering AI’s ability to make informed decisions.
“If you are planning to use Gen AI capabilities, you need to have your data in line. Gen AI, unlike Blockchain or Crypto, is not elitist in nature mainly because you can use your plain language to address your queries.” Bhattacharya says, adding that MuleSoft excels in integrating systems, unlocking data’s potential for business outcomes.
Bhattacharya underscores the importance of utilizing enterprise-grade Gen AI products due to inherent risks. Internally, Salesforce employs the ‘Einstein Trust Layer’ as a safeguard.
“This layer allows the use of LLM models while ensuring data privacy—queries are answered without retaining a copy of user data for training. The trust layer also prevents toxic material and conducts bias testing. This triple-functionality guarantees user data ownership, shields against harmful content, and upholds fairness, exemplifying a robust approach to mitigate risks associated with Gen AI,” Bhattacharya says.
(The above conversation was part of ET Edge Insights Leadership Think Tank, around the theme of ‘Fortify Your Digital Estate: Embrace the API Management Challenge,’ powered by MuleSoft)
