Photo Courtesy of: Shruti Tiwari
As competition intensifies, Artificial Intelligence (AI) is transforming corporate strategy, driving efficiency and improving customer engagement. Once a supplementary tool, it is now central to decision-making, optimizing workflows and service interactions. Forecasts project over $300 billion in cost savings by 2030.
AI is rapidly reshaping customer support, enhancing response times and streamlining operations. However, businesses must balance efficiency with personalization to maintain quality service. Here is where AI expert Shruti Tiwari comes in. Tiwari has contributed in improving customer service workflows at Dell Technologies by leveraging AI-driven automation to enhance service efficiency while maintaining a human touch.
Advancing Customer Support through AI
As a seasoned AI product manager, Shruti Tiwari has been instrumental in spearheading AI initiatives that significantly enhance customer support. Her work focuses on leveraging advanced AI to create intelligent systems that streamline customer interactions and reduce agent workloads. Recognizing the critical need for a seamless and efficient customer experience, Tiwari has led the strategic implementation of AI across diverse support channels, effectively managing complex inquiries. This strategic approach ensures personalized engagement at scale.
A notable achievement Shruti led is the expansion of an AI intelligence engine that empowers agents and customers to resolve technical inquiries with personalized experiences tailored to different channels. This system has enhanced customer support operations by:
- Improving troubleshooting that helps improve customer experience by providing intelligent, context-aware troubleshooting solutions.
- Enhancing operational efficiency that helps reduce case resolution times and repeat contacts.
- Scaling AI applications by rolling them out across multiple support channels, demonstrating their versatility and reach.
Another initiative she led involved leveraging AI to help agents prioritize emails by filtering out those that require no response. These efforts have improved response times and customer experience while enabling support teams to allocate resources more effectively.
In industries where speed and efficiency are paramount, this improvement emphasizes Shruti’s ability to drive tangible results. Industry analysts predict that by 2027, AI-driven automation will become the standard for customer service models, which is a trend she has adeptly leveraged to position Dell at the forefront of this transformation.
Strategic Integration of AI for Broad Business Impact
Shruti Tiwari’s influence extends beyond developing customer support products. As a product leader specializing in AI/ML, she has been pivotal in shaping the AI strategy for customer service, identifying and prioritizing key AI opportunities, and bridging the gap between technical teams and business stakeholders. Her expertise ensures AI aligns with overarching business goals. With her skills, she has navigated the complexities of integration to deliver exceptional and measurable outcomes.
Notably, she also helped in shaping the company’s Generative AI strategy. This involved conducting comprehensive market research and in-depth case studies on technology evolution and key players. Through this, she further demonstrated her ability to anticipate and strategically leverage emerging AI trends.
Industry projections stress the critical importance of these efforts, indicating that global investment in automation infrastructure will surpass $200 billion annually by 2025. Companies that fail to integrate data-driven insights risk being outpaced in an increasingly competitive environment.
The Future of AI and Enterprise Transformation
As organizations continue to invest in AI and automation, their influence on corporate strategy is set to expand. The next wave of innovation will focus on predicting customer needs, optimizing workflows and facilitating proactive decision-making.
By 2030, AI and predictive analytics will transform enterprises from reactive to intelligent, self-optimizing ecosystems, redefining corporate efficiency and responsiveness.
“It is not about automating responses,” Shruti Tiwari says. “It’s about redefining how businesses engage with customers. AI should enhance interactions, not just speed them up.” She then adds, “The real power of AI lies in augmenting human potential, not replacing it. The businesses that strike the right balance between automation and human insight will lead the way.”
The shift toward intelligent, technology-driven enterprise operations represents a fundamental change in corporate strategy. Companies that invest in scalable, responsible, and forward-thinking AI solutions will be best positioned to lead in today’s dynamic digital economy.
