IndiaManufacturing2025 – ongoingTata Steel
Enterprise AI agents on Google Cloud
Tata Steel said AI agents cut customer complaint turnaround time by 50%
Problem
Tata Steel needed to connect operational records with internal business systems. Staff handled administrative requests and complaint routing manually.
Approach
Tata Steel used Google Cloud to build Zen AI, a low-code agent platform, and the Tata Steel Digital Assistant. The assistant combined enterprise information with user-provided files, including recordings, spreadsheets and PDFs. Customer-service agents classified complaints and routed them to resolver groups.
Results
Takeaway
The rollout combined shared data access with agents assigned to specific workflows. Tata Steel did not disclose how it measured the turnaround-time reduction.
Categories
- Size
- Large enterprise
- Industry
- Manufacturing
- Innovation type
- Process innovation
- AI technology
- AI agentsGenerative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
IT Brief reported an enterprise rollout using Google Cloud and internal agent-building tools. It attributed a 50% reduction in customer-service turnaround time to Tata Steel.
Full details are in the original sources.
