Genpact Embraces AI Guru for its Employees

In a bid to boost employee learning and development, Genpact has adopted generative AI with AI Guru. The pivotal innovation in this endeavor is the introduction of a generative AI chatbot, which was launched in July as part of Genpact's internal learning platform.

AI Guru assists employees in a variety of tasks, including managing IT projects, generating test cases, and offering valuable management advice. Genpact believes that generative AI represents a significant leap in technology, comparable to the advent of web browsers and smartphones, which is powered by OpenAI's GPT-3.5.

Read: Genpact Sets the Stage on Fire with Long-term Vision for Generative AI

Genpact's focus on employee learning is of paramount importance due to the nature of its business. The company currently employs over 115,000 individuals across more than 30 countries and hires 40,000 to 50,000 entry-level employees annually. Consequently, the need for training is substantial.

To address this need, Genpact transitioned most of its learning to an online platform called Genome. This platform features a curated selection of courses, with content largely sourced from internal experts, known as "master gurus." These experts offer expertise in areas essential for growth, and their contributions are reviewed by peers. 

“There is the whole concept of collective intelligence,” said Kunal Dureja, who leads Genpact’s learning technologies and is based in Gurugram. “People learn with each other. If you look at how we curate content, everywhere you see there is the element of the power of the team as opposed to having just one point of view.” 

The platform boasts over 50,000 monthly learners, and courses cover a broad range of skills, including generative AI, storytelling, people management, and role-specific topics.

One noteworthy outcome of this shift to online learning is improved employee retention. Those who enroll in Genome training are twice as likely to stay with the company compared to those who do not participate.

However, Genpact encountered a bottleneck due to a shortage of master gurus, which necessitated the introduction of generative AI. In July, the Genome team introduced AI Guru, a chatbot powered by OpenAI's GPT-3.5 via Azure OpenAI Service. This digital twin of the master gurus is available around the clock and offers assistance to thousands of senior learners globally.

AI Guru is currently employed as a learning companion, providing immediate answers to questions. The next phase includes guiding individuals in choosing skills to acquire and potentially acting as a coach for specific roles. As of mid-September, AI Guru had answered over 1,500 questions, significantly reducing response times compared to traditional forums.