AI: A Gamechanger for India's Public Services, Says Salesforce's Arundhati Bhattacharya

In a recent interview with PTI, Arundhati Bhattacharya, the CEO and Chairperson of Salesforce India and former Chairperson of the State Bank of India (SBI), emphasized the transformative potential of Artificial Intelligence (AI) in revolutionizing public services in India. Bhattacharya, who broke barriers in 2013 by becoming the first woman to lead SBI in its over 200-year history, expressed strong confidence in AI's ability to enhance public service delivery at scale and at a lower cost.

Bhattacharya highlighted AI's capacity to bring sweeping changes across various sectors, from healthcare and diagnostics to education and skill development. She believes that AI, when properly harnessed, can significantly benefit India by streamlining and enhancing the efficiency of public services. This technological advancement, she noted, could drive significant improvements in the way public services are delivered, making them more accessible and cost-effective for the population.

However, Bhattacharya also stressed the need for a 'Global Compact' on AI. Given AI's cross-border nature and widespread impact, she argued that international cooperation is essential to ensure that AI's benefits are maximized while mitigating potential risks. Bhattacharya underscored the importance of using AI responsibly, pointing out that while AI has the potential to benefit society, it can also be harmful if misused.

"AI is like any other tool; you can use it for good purposes, or you can use it for bad. So one needs to be careful. I am not scared, but I would definitely recommend caution," Bhattacharya said. She called for a consensus and international efforts similar to those addressing climate change, emphasizing that AI's impact goes beyond national borders and requires global regulation and cooperation.

Despite AI currently being largely self-regulated, Bhattacharya argued for a more structured global approach to ensure that AI is used ethically and for the betterment of mankind. She urged global leaders and policymakers to come together to create an understanding and framework that ensures AI is developed and deployed in a manner that safeguards humanity.

Bhattacharya's transition from her groundbreaking role at SBI to leading Salesforce India since 2020 has given her a unique perspective on technology's role in societal advancement. She described AI as a "gamechanger" and a "blessing" for India, convinced that it will drive significant societal transformation.

"India does not have a paucity of manpower. What it needs is technology to enable each of those people to reach their optimum potential. To do that through brick-and-mortar is difficult in terms of bandwidth and costs...if AI can deliver the first layer of it, and offer us insights to determine what exactly is needed, it will ensure fair distribution...it will be a great step forward," she explained.

The potential of AI to positively impact society is widely recognized, but so are the risks and dangers associated with its misuse. Bhattacharya's call for caution and a global regulatory framework aligns with the ongoing global conversations about the need for responsible and human-centric governance of AI.

 Conclusion

Bhattacharya's insights underscore the transformative power of AI in improving public services in India while also highlighting the importance of global cooperation and responsible use of technology. As AI continues to evolve, it is crucial for policymakers, technologists, and global leaders to collaborate and ensure that AI is harnessed for the greater good of humanity.