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How chatbots are changing the digital Indian

3 minutes, 39 seconds read

Chatbots have come a long way – from a hyped technology under the AI umbrella to a direct-to-consumer product, that has incessantly penetrated the tech-enabled services we use today. While the adoption of chatbots is still in its infancy, the proliferation and mushroomed effect it has had so far is remarkable. Most of us, are perhaps not even aware of how seamless this transition has been – since many now interact with several bots almost everyday!

Nearly 1 in 4 customers have interacted with a brand via chatbots in the past 12 months, according to a Salesforce study published in late 2018.”

Chatbots have permeated the Indian Landscape

In India, like most countries, both businesses and consumers rely on telephone and email as the most preferred channels to conduct business, yet they are also the slowest for quick resolution. The average time-to-resolution using email interactions was reported at 39 minutes while in India it was reported at 2 hours 17 minutes. In addition, global data shows only 49% of problems are solved on the first interaction.

Most people in India (59%) however, still prefer to talk to an actual person for customer service needs. While this is true, customer service experts believe this trend will reverse in the near term. A majority (61%) of “the Digital Indian” or tech-savvy users see the benefits for chatbots in customer service.

How Chatbots are changing the Digital Indian

AI is already providing benefits to e-commerce businesses in India by improving decision making & recommendation systems using machine learning algorithms, while simplifying the product search journey for the customer. When done well, 43% feel chatbots can be almost as good as interacting with a human, revealed a study titled “Efficacy of AI” conducted by digital marketing solutions firm iCubesWire.

Bots among us

Conversant bots have augmented our ability to quickly access information, services, and support – even taking over some of our day-to-day tasks. The passage deeply signifies an unmistakable shift in our digital communication patterns. Here are some well-known instances of chatbots in use, around us.

GoHero

This AI-enabled personal travel agent assists customers in booking flights, hotels, taxis, buses etc. It integrates with messaging apps to use sophisticated algorithms to understand traveller’s preferences and is available across nine platforms such as Facebook Messenger, Telegram & Skype.

Aisha

A voice assistant (similar to Siri, Google Assistant) by Micromax performs daily tasks like initiating a google search, fetching movie reviews, making calls, reading news articles, view stalk market details and more. The Handset Speech Assistant with AI integrated into its backend is gently becoming an accepted, must-have tool for the average consumer.

Lawbot

A customer facing AI application that automates specific legal tasks that would otherwise require extensive legal research. It analyses and reviews legal documents, like contracts or agreements, and identify problems in them in seconds – saving customers valuable time and money.

FitCircle

This health and fitness chatbot offers its users personalised weight-loss workouts, yoga guides and nutrition guides. The AI empowered fitness companion, called ‘Zi’, helps the Digital Indian achieve fitness goals through custom-fit workouts and diets.

Oheyo

Formerly Prepathon, Oheyo helps students (the digital Indian of the future) prepare for exams, by connecting them to experts anywhere. It messages students the subject of the day, answers queries and additionally sends across motivational messages. They also provide a video Q&A platform through which students can find a lot of their queries answered and archived for later use.

Skedool

Skedool’s ‘Alex’ is a B2B smart assistant, that excels at automating repetitive everyday tasks for business executives, sales and recruiting professionals. It handles B2B scheduling activities and calendar management. The AI assistant uses natural language processing and machine learning supervised by humans to enable customers to communicate with the service via e­mail just as they might with a human assistant.

Hitee

A one-of-a-kind chatbot with voice, video, and multilingual features. It’s custom NLP-powered workflow builder solves a number of purposes like operations, HR, IT, logistics, and more.

While these are just a few highlighted examples, there are many more in use across the country, each with a unique use case and problem it is trying to solve. For example, Aapke Sarkar – a chatbot (developed by Haptik) launched by the Maharashtra Govt. for people to access information regarding public services in the state, in Hindi or Marathi; or the bot introduced by IRCTC called ‘AskDisha’ (Digital Interaction to Seek Help Anytime) that helps railway passengers access customer services support in multiple regional languages and even voice-enabled chat.

Bots and The Digital Indian

The Indian chatbot industry, although still in its nascent form, is a $3.1B market, according to analysts. The market, in the coming years will evolve to a point where interactive and intuitive AI will become the bare standard for customer service across a variety of sectors.

AI Chatbot in Insurance Report

AI in Insurance will value at $36B by 2026. Chatbots will occupy 40% of overall deployment, predominantly within customer service roles.
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Lake, Lakehouse, or Warehouse? Picking the Perfect Data Playground

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In 1997, the world watched in awe as IBM’s Deep Blue, a machine designed to play chess, defeated world champion Garry Kasparov. This moment wasn’t just a milestone for technology; it was a profound demonstration of data’s potential. Deep Blue analyzed millions of structured moves to anticipate outcomes. But imagine if it had access to unstructured data—Kasparov’s interviews, emotions, and instinctive reactions. Would the game have unfolded differently?

This historic clash mirrors today’s challenge in data architectures: leveraging structured, unstructured, and hybrid data systems to stay ahead. Let’s explore the nuances between Data Warehouses, Data Lakes, and Data Lakehouses—and uncover how they empower organizations to make game-changing decisions.

Deep Blue’s triumph was rooted in its ability to process structured data—moves on the chessboard, sequences of play, and pre-defined rules. Similarly, in the business world, structured data forms the backbone of decision-making. Customer transaction histories, financial ledgers, and inventory records are the “chess moves” of enterprises, neatly organized into rows and columns, ready for analysis. But as businesses grew, so did their need for a system that could not only store this structured data but also transform it into actionable insights efficiently. This need birthed the data warehouse.

Why was Data Warehouse the Best Move on the Board?

Data warehouses act as the strategic command centers for enterprises. By employing a schema-on-write approach, they ensure data is cleaned, validated, and formatted before storage. This guarantees high accuracy and consistency, making them indispensable for industries like finance and healthcare. For instance, global banks rely on data warehouses to calculate real-time risk assessments or detect fraud—a necessity when billions of transactions are processed daily, tools like Amazon Redshift, Snowflake Data Warehouse, and Azure Data Warehouse are vital. Similarly, hospitals use them to streamline patient care by integrating records, billing, and treatment plans into unified dashboards.

The impact is evident: according to a report by Global Market Insights, the global data warehouse market is projected to reach $30.4 billion by 2025, driven by the growing demand for business intelligence and real-time analytics. Yet, much like Deep Blue’s limitations in analyzing Kasparov’s emotional state, data warehouses face challenges when encountering data that doesn’t fit neatly into predefined schemas.

The question remains—what happens when businesses need to explore data outside these structured confines? The next evolution takes us to the flexible and expansive realm of data lakes, designed to embrace unstructured chaos.

The True Depth of Data Lakes 

While structured data lays the foundation for traditional analytics, the modern business environment is far more complex, organizations today recognize the untapped potential in unstructured and semi-structured data. Social media conversations, customer reviews, IoT sensor feeds, audio recordings, and video content—these are the modern equivalents of Kasparov’s instinctive reactions and emotional expressions. They hold valuable insights but exist in forms that defy the rigid schemas of data warehouses.

Data lake is the system designed to embrace this chaos. Unlike warehouses, which demand structure upfront, data lakes operate on a schema-on-read approach, storing raw data in its native format until it’s needed for analysis. This flexibility makes data lakes ideal for capturing unstructured and semi-structured information. For example, Netflix uses data lakes to ingest billions of daily streaming logs, combining semi-structured metadata with unstructured viewing behaviors to deliver hyper-personalized recommendations. Similarly, Tesla stores vast amounts of raw sensor data from its autonomous vehicles in data lakes to train machine learning models.

However, this openness comes with challenges. Without proper governance, data lakes risk devolving into “data swamps,” where valuable insights are buried under poorly cataloged, duplicated, or irrelevant information. Forrester analysts estimate that 60%-73% of enterprise data goes unused for analytics, highlighting the governance gap in traditional lake implementations.

Is the Data Lakehouse the Best of Both Worlds?

This gap gave rise to the data lakehouse, a hybrid approach that marries the flexibility of data lakes with the structure and governance of warehouses. The lakehouse supports both structured and unstructured data, enabling real-time querying for business intelligence (BI) while also accommodating AI/ML workloads. Tools like Databricks Lakehouse and Snowflake Lakehouse integrate features like ACID transactions and unified metadata layers, ensuring data remains clean, compliant, and accessible.

Retailers, for instance, use lakehouses to analyze customer behavior in real time while simultaneously training AI models for predictive recommendations. Streaming services like Disney+ integrate structured subscriber data with unstructured viewing habits, enhancing personalization and engagement. In manufacturing, lakehouses process vast IoT sensor data alongside operational records, predicting maintenance needs and reducing downtime. According to a report by Databricks, organizations implementing lakehouse architectures have achieved up to 40% cost reductions and accelerated insights, proving their value as a future-ready data solution.

As businesses navigate this evolving data ecosystem, the choice between these architectures depends on their unique needs. Below is a comparison table highlighting the key attributes of data warehouses, data lakes, and data lakehouses:

FeatureData WarehouseData LakeData Lakehouse
Data TypeStructuredStructured, Semi-Structured, UnstructuredBoth
Schema ApproachSchema-on-WriteSchema-on-ReadBoth
Query PerformanceOptimized for BISlower; requires specialized toolsHigh performance for both BI and AI
AccessibilityEasy for analysts with SQL toolsRequires technical expertiseAccessible to both analysts and data scientists
Cost EfficiencyHighLowModerate
ScalabilityLimitedHighHigh
GovernanceStrongWeakStrong
Use CasesBI, ComplianceAI/ML, Data ExplorationReal-Time Analytics, Unified Workloads
Best Fit ForFinance, HealthcareMedia, IoT, ResearchRetail, E-commerce, Multi-Industry
Conclusion

The interplay between data warehouses, data lakes, and data lakehouses is a tale of adaptation and convergence. Just as IBM’s Deep Blue showcased the power of structured data but left questions about unstructured insights, businesses today must decide how to harness the vast potential of their data. From tools like Azure Data Lake, Amazon Redshift, and Snowflake Data Warehouse to advanced platforms like Databricks Lakehouse, the possibilities are limitless.

Ultimately, the path forward depends on an organization’s specific goals—whether optimizing BI, exploring AI/ML, or achieving unified analytics. The synergy of data engineering, data analytics, and database activity monitoring ensures that insights are not just generated but are actionable. To accelerate AI transformation journeys for evolving organizations, leveraging cutting-edge platforms like Snowflake combined with deep expertise is crucial.

At Mantra Labs, we specialize in crafting tailored data science and engineering solutions that empower businesses to achieve their analytics goals. Our experience with platforms like Snowflake and our deep domain expertise makes us the ideal partner for driving data-driven innovation and unlocking the next wave of growth for your enterprise.

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