New Delhi: With the rise of generative AI (Gen AI) and agentic AI, companies are looking to transform their customer service departments into key value drivers that enhance brand perception, improve customer loyalty, and drive operational efficiency, a new report said on Monday.  As customer service is no longer just a support function for businesses, companies in India and across the world are rapidly adopting AI-powered customer service solutions. A report by the Capgemini Research Institute showed that the 86 per cent of organisations have already implemented Gen AI, initiated pilots, or are exploring its potential. The report indicates that AI-driven customer service solutions are proving effective in reducing issue resolution time, cutting operational costs, and boosting agent productivity. Nearly 78 per cent of surveyed Indian executives believe using Gen AI in customer service reduces issue handling time, compared to 62 per cent of their global counterparts. Additionally, 67 per cent of Indian executives say AI helps lower operating costs, and 60 per cent believe it enhances agent productivity. These numbers highlight the growing confidence in AI as a transformative tool in customer service operations. However, while AI-powered chatbots and virtual agents are improving in quality and efficiency, customers still value human interaction. Over 70 per cent of consumers prefer human agents for their empathy and creative problem-solving abilities, although younger customers are more open to chatbot interactions. This suggests that the future of customer service will be a balanced mix of human and AI-driven solutions, offering both speed and personalisation. Looking ahead, Indian businesses expect key trends to shape customer service over the next three years. About 66 per cent of surveyed executives believe proactive customer service, which identifies and addresses potential issues before they arise, will be a game-changer. Similarly, 60 per cent expect the role of customer service agents to evolve, shifting from handling routine tasks to more value-driven roles like relationship-building and sales. Indian companies also expect significant benefits from Gen AI adoption. Around 62 per cent anticipate faster response times, 58 per cent expect improved first-contact resolution rates, and 56 per cent believe AI will enhance customer satisfaction. “With over half of consumers prepared to leave a brand due to poor customer service, even if their purchase is good, business leaders now recognise that exceptional customer service is no longer a luxury but a strategic imperative,” said Franck Greverie, chief portfolio & technology officer at Capgemini.

New Delhi: India’s smartphone exports crossed a staggering Rs 1.75 lakh crore ($21 billion) in 11 months of FY2024-25 (April-February) which constitutes a 54 per cent jump over the corresponding figure for the same period of FY2023-24, according to latest industry data.  Minister for Electronics and Information Technology (MeitY) Ashwini Vaishnaw has stated that he expects smartphone exports to reach $20 billion (Rs 1.68 lakh crore,) during 2024-25, but the estimate has already been exceeded in 11 months of the current financial year, as per data from the India Cellular and Electronics Association (ICEA). India’s electronics goods exports, led by smartphones, have been accelerating in recent years on the back of government’s production-linked incentive (PLI) scheme which has succeeded in attracting foreign tech giants such as Apple and its suppliers, looking to set up alternative supply chains outside China after the Communist country came under US sanctions. The PLI scheme has boosted exports and reduced imports, as domestic production now meets 99 per cent of domestic demand. Around 70 per cent of the exports were contributed by Apple’s iPhone supply chain with Tamil Nadu-based Foxconn plant, accounting for close to 50 per cent of the overseas shipments. Exports from the Foxconn factory registered an over 40 per cent jump over the same period of the previous financial year. Another 22 per cent of the exports came from iPhone vendor Tata Electronics, which has acquired the Wistron smartphone manufacturing factory in Karnataka. Another 12 per cent of the export consignments came from the Pegatron facility in Tamil Nadu in which Tata Electronics acquired a 60 per cent stake towards January-end. With the acquisition of the two Taiwanese companies, the Tata group has also emerged as a major producer of iPhones in the country. South Korean tech giant Samsung contributed around 20 per cent of the total smartphone exports from India. The PLI for electronics manufacturing has succeeded in attracting a cumulative investment to the tune of Rs 10,213 crore till December 2024, leading to the creation of over 1.37 lakh direct jobs and boosting the country’s exports, according to latest information tabled in the Parliament. Under the special incentive scheme, cumulative production of Rs 662,247 crore has been achieved. “Due to the policies of the government for promotion of electronics manufacturing, India has become a mobile phone exporter now from a mobile importing country in 2014- 15,” Union Minister of State for electronics and IT, Jitin Prasada, informed Parliament recently. Driven by the PLI scheme, the production of mobile phones has increased from about 60 million mobile phones in 2014-15 to about 330 million mobile phones in 2023-24. This is a more than 5 times increase in the number of mobile phones manufactured over the last 10 years. In value terms, the production of mobile phones has increased from a mere Rs 19,000 crore in 2014-15 to Rs 422,000 crore in 2023-24 growing at a compound annual growth rate (CAGR) of 41 per cent. Since the inception of the PLI Scheme for Large Scale Electronics Manufacturing, mobile phone exports have increased from Rs 22,868 crore in 2020-21 to Rs 129,074 crore in 2023-24 growing at a CAGR of 78 per cent. Further, whereas in 2015, 74 per cent of all mobile phones sold in India were imported, India has now reached a point where 99.2 per cent of the mobile handsets being used in India are made in India.

Samsung Galaxy F16 5G India Launch: South Korean tech giant Samsung has launched the Galaxy F16 5G, expanding its popular Galaxy F series portfolio. The Galaxy F16 5G continues the legacy of the F series, with India’s largest consumer electronics brand claiming that the handset will receive six generations of Android upgrades and six years of security updates. The phone runs on Android 15-based One UI 7. Samsung Galaxy F16 5G: Colour Options And Features The Samsung Galaxy F16 5G is available in three colour options: Vibing Blue, Glam Green, and Bling Black. Adding further, Samsung is introducing its innovative Tap and Pay feature with Samsung Wallet for the first time in this segment, allowing users to make secure payments effortlessly. Samsung Galaxy F16 5G: All-New Design and Segment-Leading Display The newly launched smartphone features a refreshed design with a Ripple Glow Finish and measures just 7.9mm slim. It boasts a segment-leading 6.7-inch FHD+ sAMOLED display, delivering stunning visuals with vibrant colors and deep contrasts. Samsung Galaxy F16 5G: Camera The handset sports a stylish, linear-grouped camera design and features a 50MP triple-camera setup, enabling users to capture high-quality photos and videos. For selfies, the 13MP front camera ensures stunning shots. Samsung Galaxy F16 5G: Processor and Battery Powered by the MediaTek Dimensity 6300 processor, the Galaxy F16 5G ensures smooth multitasking and lag-free gaming. The device packs a 5000mAh battery with 25W fast charging, keeping users powered throughout the day. Samsung Galaxy F16 5G: Connectivity The smartphone offers a range of connectivity options, including 5G, Dual 4G VoLTE, Wi-Fi 802.11ac (2.4GHz + 5GHz), Bluetooth 5.3, GPS + GLONASS, a USB Type-C port, and NFC. Samsung Galaxy F16 5G Price in India and Availability The Galaxy F16 5G is priced at Rs 11,499 for the 4GB RAM + 128GB storage variant, inclusive of all offers. The 6GB + 128GB model is available for Rs 12,999, while the top-end 8GB + 128GB variant costs Rs 14,499. The smartphone is available for purchase on Flipkart, Samsung.com, and select retail stores. Samsung Galaxy F16 5G: Bank Offers For a limited time, Samsung is offering an instant Rs 1,000 discount on purchases made through its official e-store. Additionally, SBI and Axis Bank cardholders can avail of an extra Rs 1,000 discount, making the deal even more attractive.

New Delhi: The 5G services, rolled out in all states and Union Territories, are presently available in 773 out of 776 districts in the country including Lakshadweep, the government informed the Parliament on Wednesday.  As on February 28, 4.69 lakh 5G Base Transceiver Stations (BTSs) have been installed by the telecom service providers (TSPs) across the country, Minister of State for Communications and Rural Development, Chandra Sekhar Pemmasani, told the Lok Sabha in a written reply to a question. Telecom service providers (TSPs) have expanded the 5G services across the country and have gone beyond the minimum rollout obligations, as prescribed in the Notice Inviting Application (NIA) for spectrum auction. Expansion of mobile services beyond these obligations depends on the techno-commercial consideration of the TSPs, said the minister. The government has taken several initiatives for rollout of 5G services in the country, like auction of spectrum for 5G mobile services; financial reforms to rationalise Adjusted Gross Revenue (AGR), Bank Guarantees (BGs), and interest rates; and the removal of Spectrum Usage Charges for spectrum acquired in auction of 2022 and thereafter. Other initiatives include simplification of procedure for SACFA (Standing Advisory Committee on Radio Frequency Allocations) clearance; launch of PM GatiShakti Sanchar portal and RoW (Right of Way) Rules to streamline RoW permissions and clearance of installation of telecom infrastructure and time-bound permission for use of street furniture for installation of small cells and telecommunication line. The Indian telecom industry is experiencing remarkable growth, both domestically and internationally, and there remains immense potential for expansion, according to the Cellular Operators Association of India (COAI). With approximately 1,187 million subscribers, urban tele-density has reached 131.01 per cent, while rural areas stand at 58.31 per cent. The roll-out of 5G is progressing rapidly, facilitated by artificial intelligence (AI), indigenous data sets, and the establishment of localised data centres.

New Delhi: The Indian Cyber Crime Coordination Centre (I4C) has proactively identified and blocked more than 3,962 Skype IDs and 83,668 WhatsApp accounts used for Digital Arrest scams so far, the Parliament was informed on Wednesday.  The I4C under the Ministry of Home Affairs, in collaboration with the Department of Telecommunications (DoT), launched a caller tune campaign for raising awareness about cybercrime and promoting the Cyber Crime Helpline Number 1930 and ‘National Cyber Crime Reporting Portal’ (NCRP). The caller tune is also being broadcasts in regional languages, delivered 7-8 times a day by telecom service providers (TSPs). The government and telecom service providers (TSPs) have also devised a system to identify and block incoming international spoofed calls displaying Indian mobile numbers appear to be originating within India. Till February 28, more than 7.81 lakhs SIM cards and 2,08,469 IMEIs as reported by police authorities have been blocked by the government, MoS in the Ministry of Home Affairs, Bandi Sanjay Kumar, said in a written reply in the Rajya Sabha. Directions have been issued to the TSPs for blocking of such incoming international spoofed calls. The Central government has also launched a comprehensive awareness programme on digital arrest scams. The ‘Citizen Financial Cyber Fraud Reporting and Management System’, under I4C, was launched in 2021 for immediate reporting of financial frauds and to stop siphoning off funds by the fraudsters. So far, financial amount of more than Rs. 4,386 crore has been saved in more than 13.36 lakh complaints. Efforts are also underway to use artificial intelligence (AI) for identifying mule accounts, while over 19 lakh such accounts have been caught and transactions worth Rs 2,038 crore prevented in the fight against cybercrime, Union Home Minister Amit Shah said last month. A mule account is a bank account used by criminals to transfer stolen money. The person who owns the account is called a “money mule”.