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Published By: Deepti Ratnam
Published: Jan 29, 2025, 05:43 PM IST | Updated: Feb 25, 2025, 11:06 AM IST
In business, effective communication is an important factor for the success of businesses across industries. With modern developments, communication is seeing the integration of AI. We all might have come across the AI powered chatbot that can help us with our questions while visiting a website. Technology is changing customer experiences, and so companies are reaching out to artificial intelligence, or AI, to update their ways of talking to customers. AI is being used to power modern algorithms that can figure out and automate interactions with customers in real time. This means businesses can answer back faster than ever before, and in a way that feels very personal.
Witnessing and participating in this wave is Kartheek Kalluri, a software engineer who is passionate about finding ways to use AI in enterprise-level applications. With 13.5 solid years spent at top tech organisations like a Military-Focused Credit Union, CareFirst BCBS, and Asurion Insurance Services, Kartheek’s contribution has been key in getting AI-powered solutions firmly in place in issues related to enterprise processes.

The beginning of Kartheek’s actions in the world of AI was marked by exploring the pluses offered by Pega – a top platform in the field that’s used broadly for everything from helping
engage customers better, to automating workflows more effectively to managing business processes more efficiently. Seeing how much AI could do to improve engagement with customers, he set about figuring out how to introduce smart algorithms into the workflow processes at big enterprises.
Kartheek hit a noteworthy milestone with the application of AI-guided decision models for real estate loans at Navy Federal Credit Union. Riding the current wave of predictive analytics and machine learning, he fine-tuned loan eligibility evaluations and compliance inspections and reduced manual labor by a solid 40%. These initiatives not only resulted in saving the organization a hefty sum, but this system elevated the total customer experience.
His innovative streak extended to his actions at CareFirst BCBS. Here, his brainchild was an AI-powered apparatus to detect fraud. Expertly blending AI algorithms into Pega workflows, he achieved a fraud detection accuracy of over 90%. This significantly enhanced the organization’s strategies for unmasking fraudulent activity.
At Asurion Insurance Services, Kartheek targeted refining workflows to fuel operational efficacy and customer happiness. Thanks to his resourceful use of AI teamed with intelligent automation, claim processing was streamlined, reducing process time by a substantial 35% and tucking away an annual saving of over 1.2 million dollars for the organization.
In the same organization, Kartheek implemented the Horizon Platform initiative, introducing a shift in mobile solutions processing. By optimizing workflows with intelligent automation, he improved claim processing times by 30%, and increased customer satisfaction by 25%. He also enhanced operational efficiency by 50% at Paramount Software Solutions and delivered savings equivalent to 30+ FTEs annually through automation at the Military-Focused Credit Union, which speaks about the breadth of the organisation that he has worked with.
While implementing the integration of AI solutions within the organisation frameworks, he had to also consider certain challenges. Like integrating disparate systems, integrating AI with old legacy systems, ensuring seamless scalability and reducing the manual-driven faults in the system. All of these solutions were addressed by leveraging AI-driven frameworks and cloud-native platforms. He also developed a CPMI system at Pega Systems India, increasing customer interaction value by 40%. His determination to use AI to solve these problems led to effective solutions.
Kartheek’s expertise in AI integration extended beyond his professional engagements. His interest was also seen when he actively contributed to knowledge-sharing forums, authoring blogs and internal whitepapers on topics such as AI integration with Pega workflows, AI-driven fraud detection systems, and the application of predictive analytics in enterprise settings. His insights and thought leadership have helped shape the industry’s understanding of the potential of AI in changing customer interactions.
Looking at the current trends, Kartheek guesses that the trend will continue to evolve in the favour of AI where AI is seamlessly integrated into every facet of customer communication, enabling real-time analysis and decision-making. He also emphasizes the need for organizations to invest in predictive analytics and intelligent process automation to remain competitive in the evolving digital landscape of customer communication.

Kartheek’s journey is a testament to the potential of AI in influencing customer communication. His dedication to integrating smart algorithms into enterprise workflows has delivered results for organizations and has paved a way for organizations trying to harness AI for improving business operations.
Author Name | Deepti Ratnam

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