Swiggy delivery agent tries scamming Customer in Gurgaon, becomes aggressive when denied money
The Customer shared that the incident happened in Gurgaon. The agent told the user that his wife is pregnant and he needs ₹5,000 for the operation fee. | Trending Key Points
Hindustan TimesGenerative AI making Customer support conversations more human, leading to wider adoption
Artificial intelligence-powered Customer care platforms like Exotel, Freshworks, Gupshup, Corover.ai, and Yellow.ai are revolutionizing Customer support. Meta's WhatsApp is the leading platform for GenAI-powered Customer support conversations. GenAI integration is cost-effective and yields significant savings and ROI. Freshworks' Freddy Copilot significantly improves ticket resolution time and response times. Key Points
Economic TimesIndian customers are ALWAYS right
Indian customers are highly demanding, and violence is a unique approach to service. High-paying Indian customers often feel like masters, while those doing the service are servants. However, when they try to raise their voices in foreign situations, they are made to feel like servants. This can lead to meek acceptance of service. For example, an Indian business class Customer on a delayed flight between Houston and New York was treated poorly by the flight attendant. Key Points
The Economic TimesTelecom Dept hauls up Vodafone Idea for not complying with KYC rules
The Department of Telecommunications (DoT) is behind Vodafone Idea (Vi) for providing mobile connections to corporate customers without following the mandatory 'know your customer' (KYC). DoT rules for telecom companies state that all business SIMs issued to any company must remain in a deactivated state. Key Points
Economic TimesVi, Truecaller tie up to secure Customer communication
Vodafone Idea has partnered with Truecaller to offer secure Customer communication using the latters Verified Business Caller ID solution, said the telecom operator. Scammers posing as Customer service agents often post fraudulent contact details on fake social media pages and websites that make consumers vulnerable to fraud. Key Points
Economic Times
Paytm founder says AI will do a lot of humans’ work, company to use AI for fraud detection and Customer care
Paytm will be using AI for various purposes, including fraud detection, Customer care, onboarding, and so on. The company's founder and CEO, Vijay Shekhar Sharma, confirmed the same and said that a lot of human being's work will be done by AI. Key Points
India TodayMcDonald’s fined Rs 5 crore after Customer found mouse droppings in cheeseburger
A McDonald’s outlet was fined Rs 5.14 crore after a Customer found mouse droppings in their cheeseburger. Key Points
India TodayExotel’s Shivakumar Ganesan on the company’s plan to become profitable by December 2023
The company posted a net loss of Rs 22.66 crore in FY22 from a net profit of Rs 14.68 crore in FY21. Key Points
FinancialexpressWith fears of an economic recession, how are brands rechanneling their marketing strategy to stay competitive?
According to Deloitte's recent report on India's economic outlook, India will grow in the range of 5.8%-6.3% in FY 2023-24. Key Points
FinancialexpressUser gets defective iPhone 15 from Flipkart, screenshots reveal phone with fake battery
Flipkart is under scrutiny after a Customer reported receiving a defective iPhone 15 with a fake battery. The customer, Ajay Rajawat, shared his ordeal on social media, posting screenshots and an unboxing video that unveiled an unsettling discovery. Key Points
India Today
Govt official calls Customer care to reschedule a delivery, loses Rs 1 lakh after clicking on a link
The Victim called on the Customer care number available online to reschedule the delivery of the parcel. However, he was tricked into clicking on a link to pay delivery fee and later lost around 1 Lakh in instalments. Key Points
India TodayFlipkart Customer receives stones instead of Rs 22,000 phone. Company says, 'We are extremely sorry'
The Customer ordered a phone worth Rs 22,548 on Flipkart. However, upon receiving the package and opening it with the "open box delivery" option, his excitement turned to frustration. Key Points
Business TodayApple CEO Tim Cook says he starts his day at 5AM by reading Customer reviews
Apple CEO Tim Cook likes reading emails and notes of customers on Apple products. He wakes up every morning at 5:00AM and starts his day by reading Customer notes. Here is why. Key Points
India TodayApple CEO Tim Cook says he checks Customer reviews everyday at 5AM in morning, here is why
Apple CEO Tim Cook likes reading emails and notes of customers on Apple products. He wakes up every morning at 5:00AM and starts his day by reading Customer notes. Here is why. Key Points
India TodayBharti Airtel Q3 Results: Profit jumps 54% YoY to Rs 2,442 crore, but misses estimates; ARPU at Rs 208
Airtel reported an increase in the average revenue per user (ARPU) to Rs 208 in Q3FY24 versus Rs 193 in Q3FY23. The company posted quarterly consolidated revenues of Rs 37,900 crore for the October-December quarter which was up 6% on the YoY basis, partially impacted by currency devaluations in Africa. Key Points
Economic Times
UCO Bank glitch: Dos and don'ts for banks and customers
Banks must provide customers with facilities of a website, phone banking, SMS, email, IVR and a dedicated toll-free helpline for reporting unauthorised transactions as well as loss/theft of payment instruments such as cards. They should also be given the facility to report these to the home branch. Key Points
Economic TimesVodafone Idea disconnects some retail partners to save on costs
According to industry estimates, Vi has a pan-India network of 4-5 lakh retail touch points, like its peers Bharti Airtel and Reliance Jio. Majority of the retailers are multi-brand operators, which means they offer services for all the telecom firms. A few thousands are exclusive retailers of Vi, including some company-operated retail stores. Key Points
Economic TimesTata Motors reshuffles key executives in passenger vehicle business
As part of the changes, Amit Kamat, general manager of the passenger vehicle business, has been elevated to chief commercial officer, TMPV. In his new role, he will oversee marketing, brand and Customer experience for the fossil fuel-based business. All the operational heads directly responsible for these functions will report to him. Key Points
Economic TimesIndigo launches AI chatbot 6Eskai; answers Customer queries in 10 languages and helps to book tickets
India's IndiGo has launched an AI chatbot, 6Eskai, which addresses Customer queries in 10 languages and offers a unique ticket booking platform. The chatbot, powered by GPT-4 technology, has reduced 75% of Customer service agent workload. With 1.7 trillion parameters, it can answer frequently asked questions and perform various functions, including flight bookings, discount coupons, web check-ins, and seat selection. Key Points
Economic TimesIs AI a job killer or a job creator? What history tells us
Artificial Intelligence (AI) has raised concerns about job displacement, but throughout history, technological advancements have created more jobs than they eliminated. According to a report by the World Economic Forum, around 85 million jobs may be lost to AI by 2025, while 97 million new roles may emerge. Key Points
Economic Times
Dukaan replaces support staff with AI chatbot, says it is efficient while humans are overqualified and fussy
In the middle of concerns over AI like ChatGPT replacing human jobs, Indian startup Dukaan has made an announcement that it has laid off 90 per cent of its Customer support employees and in their place is now using an AI chatbot. It also says that the AI chatGPT is better at this job than humans. Key Points
India TodayGenerative AI at the centre of contact centres' transformation; will there be layoffs?
As the AI revolution sweeps the world, it continues to haunt workers across sectors including the ones at contact centres sparking widespread fear of layoffs and of bleak future. However, industry leaders say otherwise. Key Points
mintWoman lost Rs 81,000 while recharging her set-top-box online, here is what happened
A woman from Mumbai faced issues while recharging her set-up-box. To get help in resolving the query, she contacted the Customer care number online but ended up losing Rs 81,000. Key Points
India TodayFrom brick and mortar to click and connect: Leveraging connected intelligence for a future-fit retail landscape
Data and digital solutions will jointly drive the future of the retail industry. With rapidly shifting Customer expectations and preferences, retailers need to ramp up their game by embracing and implementing technological innovations to be best positioned to succeed in an agile digital ecosystem. Key Points
FinancialexpressApple's high-yield savings account hits over $10 bln in Customer deposits
Apple’s (AAPL.O) high-yield savings account offered by its partner Goldman Sachs (GS.N) has reached over $10 billion in Customer deposits, the technology giant said on Wednesday. Key Points
Reuters
1 crore complaints to banks every year: Know what the RBI panel recommends
A panel set up by the Reserve Bank of India (RBI) has recommended measures to improve Customer experience at banks and other regulated entities (REs). The panel suggested an online facility for reporting fraudulent transactions, which would trigger an automatic alert from the victims bank to relevant counterparts for blocking the flow of funds. To streamline call centres, REs should provide a dedicated IVRS flow and offer an automated call-back feature to avoid callers repeatedly pressing buttons in an effort to speak to executives. The RBI may establish a RE-agnostic common complaint portal for lodging complaints on a single platform. Key Points
Economic TimesMunger, Kissinger and rat-miners have pushed trust back into the spotlight
Even sectoral regulators have recognized the importance of trust and Customer relations. Let’s hope it’s an enduring concern and not a passing fancy. Key Points
mintJio working with Nokia, others for affordable 4G mobile push: Senior executive
We wanted to establish the product in the market and in the minds of the consumer, so they could associate with it, relate with it...Today, all brands, whether it's Itel, Lava or Nokia, are in touch with us in terms of how do we make it happen, Sunil Dutt, president (devices division) at Reliance Jio, told ET. Key Points
Economic TimesZoho Corporation launches Zakya for POS solutions
India Business News: Zoho Corporation has launched Zakya, a modern POS solution for retail stores. The cloud-based POS solution helps small and medium-sized retailers streamline their day-to-day operations with improved inventory management, omnichannel sales, and Customer experience. Key Points
Times Of IndiaMcDonald's outlet shut down in US' Ohio after Customer finds crack pipe in meal
A McDonald's Customer said he and his girlfriend found a crack pipe in a breakfast order from the restaurant's drive-thru. A crack pipe is a vessel used for smoking hard drugs, like crack cocaine or methamphetamine. Key Points
India Today
Health insurance claim-settlement time, coverage, key details to be available in single, easy-to-understan
Understanding your health insurance policy is set to become easier as IRDAI has asked insurers to provide updated Customer information sheets (CIS) with health insurance policies, starting from January 1, 2024. The CIS is designed to provide policyholders all important information about their health insurance policy in simple language in a snapshot, said the insurance regulator. Know how your health insurance CIS will look and how it will benefit you. Key Points
Economic TimesRBI to harmonise Internal Ombudsman framework to strengthen Customer grievance mechanism
The Reserve Bank of India (RBI) is implementing changes to strengthen its Customer grievance redressal system. RBI Governor Shaktikanta Das announced the consolidation and harmonisation of the Internal Ombudsman guidelines into a single master direction. This move aims to enhance the Customer complaint resolution process for regulated entities. The Internal Ombudsman mechanism was introduced in 2015 and has since been extended to various Non-Banking Financial Companies, Credit Information Companies, and Non-Bank System Participants. The RBI also plans to issue a framework for recognising Self-Regulatory Organisations to promote compliance culture and provide a consultative platform for policy-making. Stakeholder comments will be sought on the draft of the framework. Key Points
Economic Times‘Kamikaze operation’: Tourist sub Customer recalls 2021 dive to Titanic wreckage
A submersible carrying five people on an underwater Titanic tour has disappeared, prompting rescue teams to search for the vessel before oxygen runs out. The trip costs $250k and has now been described by a former Customer as a ‘kamikaze operation’. Key Points
mintIndus Towers’ bad debt provision for Vodafone Idea tops Rs 5,400 cr
On operational front, the average rent paid by a Customer to Indus Towers for using towers rose 1% q-o-q and fell 12.6% y-o-y to Rs 41,201 per installation per month in the January-March quarter. Key Points
Financialexpress‘AI can help insurance industry with risk management, improving consumer experience’
The adoption of AI and ML has revolutionized the insurance industry in India. These technologies have been used for risk management, Customer onboarding, and renewal collection, said Rajesh Krishnan, Chief Operations Officer, Bajaj Allianz Life. Key Points
mint
TCS announces 15-year deal extension with UK-based insurance major Aviva
As part of the deal, the end-to-end policy administration and servicing will expand to cover over 5.5 million policies, which will be managed by TCS' subsidiary Diligenta. Key Points
Business TodayCustomer data with account aggregators completely safe in India: Sitharaman
New Delhi, Nov 23 (PTI) Finance Minister Nirmala Sitharaman on Thursday assured that Customer data shared with account aggregators (AA) is completely safe in India. Concerned over the slow movement of the AA scheme, she said, “It is not as much as I would want to see. It can be better, which means either the […] Key Points
ThePrintChicken wings were amazing: Delivery agent eats customer’s food, calls him lazy for ordering food via app
There have been numerous incidents where delivery agents fail to deliver the food for various reasons. Unfortunately, some instances have involved these agents consuming customers' food themselves. Key Points
India TodayScammers sending fraud messages to HDFC, SBI and other bank customers to update PAN details, don’t fall for it
Scammers are targeting people by tricking them with fraudulent messages. Many HDFC, SBI, and other bank's customers have reported receiving messages that ask customers to update their PAN details. Key Points
India Today