From Pilots to Production: Who Owns the AI Workflow? CEOs of EXL, Genpact, FirstSource & Microsoft
Автор: Zinnov
Загружено: 2026-03-17
Просмотров: 22
Описание:
Less than 10% of AI pilots make it to enterprise-scale production. This panel explores what it takes to close that gap.
Four leaders discuss real workflow-level AI deployments that are running at scale, the metrics that prove they work, and the structural barriers that keep most enterprises stuck. The conversation goes deep into outcome-based pricing, the Klarna cautionary tale, and what it takes to design human-in-the-loop properly.
Highlights:
— A UK retailer running AI across the full customer interaction workflow for 1,400+ employees
— Healthcare denials management: 20% of claims denied, 60% never appealed, and how AI is recovering that value
— "In the US, two or three large FSIs have about 300,000 agents plus" — more agents than employees
— "Models don't drift suddenly. They drift gradually" — on responsible AI and governance
— The three-people-in-a-room test for process legibility
— Why "human in the loop verifying everything is really automation with extra steps"
— Accounts payable going from human-processed to machine-processed after 30 years
From the 7th Zinnov Private Equity + Tech Services Conference at the Harvard Club, New York.
Panelists: Rohit Kapur, Chairman & CEO, EXL | BK Kalra, CEO, Genpact | Ritesh Idnani, CEO, FirstSource | Jacqueline O'Flanagan, Head of FS Americas, Microsoft Moderator: Vijay Kumar Hegde, Partner, Zinnov
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