Mahesh Ramamoorthy, Chief Information Officer, YES BankMay 11 is National Technology Day, celebrating India's advances in science and technology that are paving the way for a digitally innovative and prosperous future.
In an exclusive conversation with ETCIO, Mahesh Ramamoorthy, Chief Information Officer at YES Bank, who is at the forefront of driving a culture of innovation, outlines the AI strategy aimed at transforming the customer journey.
Mahesh Ramamoorthy is committed to leveraging technology to improve experiences, streamline decision-making, manage cyber risk, and build customer trust. “Technology is progressively enhancing every aspect of banking, improving the customer experience and simplifying interactions. It is also driving cost efficiency and productivity. As a financial institution, we can help you maintain the security of your data. On National Technology Day, I highlight the use of technology to improve experiences, make more informed decisions, and reduce risk. It's a technology that helps you manage it properly and strengthen trust,” explains Ramamoorthy.
Transforming customer communication with AI
Ramamoorthy embraces generative AI to revolutionize customer communications at YES BANK. Through strategic partnerships with leading OEMs, the bank introduces innovative solutions that enhance business processes and customer engagement.
One innovative project involves using AI to analyze customer personas and tailor products and communications based on an individual's spending patterns and credit behavior. This approach ensures targeted communications and offers, fosters stronger relationships, and increases customer satisfaction.
Additionally, generative AI is being used to streamline interactions between branch employees and customers, leveraging data to provide precise geographic and historical insights and tailoring to each customer's specific needs and preferences. We are strengthening banks' ability to provide tailored and targeted insights.
