Kunal Talgeri

Consulting Editor, The Ken •

Kunal is a Bangalore-based business journalist who has dabbled in editing and reporting since 2001. He has covered the technology industry for the Indian editions of Fortune and Forbes, as well as The Economic Times. A commerce graduate, Kunal also studied at the Asian College of Journalism, Chennai.

3 Articles published

Top Comments by Kunal Talgeri

Swiggy's big wish from Genie—reinvention

Hello Hardik, that is a great question. Many companies assume the number of unique credit-cardholders in India to be at 25 million. This is because there is a high incidence of credit-cardholders who have more than one card. According to RBI statistics, the number of credit cards in operations was at 56.1 million in January 2020. Given that, companies assume the unique number of credit-card holders to range between 25 million and 30 million.

Kunal Talgeri

Connect the bots: India's locked down BPOs turn to automation

Hello, Nupur. The hardest thing in the business process management industry is doing repeatable and routine tasks. Here, bots can replace human agents, as the bot responses become more and more intuitive. But the parts that humans still do better are: (a) Empathy. This is a big factor for clients in healthcare, auto insurance (accident claims), etc. A bot -- the fear is -- may be too cut and dry for customers. (b) Leadership ability/ team building to switch human agents to new tasks and use cases. Here, India has a solid advantage of having been an industry hub for 25 years. Hence, firms here still have a differentiated proposition with cost-efficiency at the core. Hope this answers your question.

Kunal Talgeri

Connect the bots: India's locked down BPOs turn to automation

Hello Dinesh! We will follow up on the business end during a change like this, which has unfolded in a few weeks. (It didn't help that companies' earnings results are/were happening at the same time.) Many client-organisations are not alien to the idea of remote work; neither are employers new to the idea of employees working from home. But, it is too early to mirror what service-level agreements will look like for the distributed model. It didn't look practically possible before the lockdown.

Kunal Talgeri

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