Genpact elevates innovation and enterprise productivity with Azure OpenAI

Need to fuel innovation and enterprise productivity

In its pursuit to transform the business operations of its customers, Genpact was constrained by its dependence on manual tasks. These tasks consumed excessive time and effort, resulting in productivity losses, while also increasing the risk of errors and rework. As an innovation-centric organization, Genpact wanted to leverage the potential of large language models (LLMs) to boost employee productivity and streamline operations. It aimed to integrate LLMs into its operations to enhance agility while accelerating business transformation for clients. 

Vidya Rao, Chief Technology Transformation Officer, Genpact, explains, "We sought a solution that would integrate AI and advanced analytics to expedite the development of new solutions for our internal processes and customer needs. Our goal was to improve operational agility within the team and empower customers to use generative AI strategically. After extensive research, we discovered that we could combine our industry knowledge and operational expertise with Microsoft's generative AI solution to deliver significant business value to clients."

Better ways of working, better employee and customer experiences

With the support of the Microsoft team, Genpact implemented GenAI Playground, which included various LLM solutions with functionalities like bring-your-own files, translation, and transcription. Genpact's employees used these solutions to work more effectively while experimenting, innovating, and improving their tasks and processes within a secure environment. 

Some of the features of the solution include:

• ChatGPT Playground: Employees use it for queries and issues relating to writing content, drafting emails, and generating code and database queries. 
• Playground Library: It has a collection of prompts that users need to only tweak to get the desired results.
• Bring your own files: Employees use this feature to extract or summarize large documents for better comprehension.
• Translate your files: It is used to translate any document (including content in an image) into any language, eliminating the need to use third-party translation applications.
• Transcribe your files: Employees use this solution to create notes and transcripts from audio and video files. 
• Research assistant: It can provide well-researched, accurate, and detailed answers to queries based on the latest information. 
• Image generator: This feature allows employees to convert words (user requirements and prompts) into images.

Developed using Azure Open AI, Microsoft SQL Server, Azure Blob Storage, Microsoft Bing, and other Azure products, the solution has provided numerous benefits to Genpact, fostering a culture of innovation and knowledge-sharing across its global workforce. GenAI Playground, a scalable application, has a total user base of 125,000 users. It has facilitated 2 million interactions and has been used in 120 unique use cases and generated 473 million tokens so far.

Genpact users can leverage Playground Library to get their daily work done, faster and accurately. For instance, a client-facing team can generate business requirement documents using Playground Library. It has a collection of prompts, which includes 'Generate Business Requirement Document'. This prompt enables business users to mention specific requirements and generate a business requirement document. It also helps users streamline the business consulting process. By reducing manual effort and time taken to complete tasks, it increases productivity and enables teams to focus on other crucial tasks. Additionally, these users can use Playground Library to draft emails using the 'Generate an email' prompt, which provides quick, natural-language responses tailored to various client situations. With a click on the prompt settings, users can select the desired creativity required to draft or respond to an email, helping teams generate more professional communications and better engagement with clients.   

The implementation has led to efficiency gains across operations management personnel, techno-functional teams, back-office operations, and consulting teams. The research team has experienced an 80% improvement in productivity, with research time reduced from two weeks to two days. Similarly, the training team has reduced time for assessment generation, from 120 minutes to just 10 minutes, increasing productivity by about 70%. 

In software development, efficiency has improved by 30% in coding and 50% in test case generation. Tasks like requirements capture, programming, testing, and documentation in the software development lifecycle have become more efficient. Additionally, teams across Genpact can now make quicker and more insightful decisions with access to key metrics and diagnostics assistance provided by the ‘bring your own data feature. Not just that, this also helps in accelerated time to market while improving agility in aligned operations and market strategy. 

BK Kalra, President, and CEO, Genpact says, "At Genpact, we’re deeply focused on empowering our 125,000+ people to harness data, technology, and AI to drive meaningful value internally as well as for our clients. Training our talent actively on all AI technologies is integral to our AI-first posture. The GenAI Playground is helping us innovate at scale for our clients as well for internal Genpact end-to-end processes.”

Continuing the generative AI journey

GenAI Playground has equipped teams to be better communicators, for example, by helping create better email drafts or sentence structures and it helps with role plays as supervisors, subordinates, clients, and service providers that improve how they convey formal messages. 

It also gives more accurate and contextual search results, facilitating transaction monitoring and fraud detection to maintain regulatory compliance. GenAI Playground enhances operations workflows with process assessment and detailed invoice information. With language neutralization and reduced dependency on multi-lingual resources for customer service, Genpact has also elevated the client experience. 

Looking ahead, BK Kalra, President, and CEO, Genpact, says, "With this implementation, we aim to continually empower our workforce of over 125,000 individuals to leverage data, technology, and AI to deliver substantial value both internally and for our clients. GenAI Playground enables us to innovate at scale for our clients and internal end-to-end processes. We look forward to our continued collaboration with Microsoft to further democratize AI capabilities like data forecasting classification and anomaly detection and extend the benefits of AI capabilities across the enterprise."