Manu Gopinath speaking at the UST Executive Exchange on
Generative and Agentic AI in Seattle, Washington, US, in 2025
Manu sees a similar paradigm shift occurring in enterprise customer service, particularly where agents handle inquiries from corporate clients governed by highly-specific, customised contracts.
In a traditional setup, an agent might spend four to five minutes just“ warming up”, which is time spent fumbling through documents and tiered systems just to understand the unique business rules that apply to the caller.
To solve this, Manu’ s team introduced automated systems for a UST customer that instantly parse service contracts and business rules the moment a call is initiated, serving up nuanced, actionable insights to the human agent in real time.
“ Instead of forcing the agent to rope through different levels of documentation, the AI gives them the exact context they need immediately,” details Manu.“ This allows the agent to respond much faster and provide a far more meaningful interaction.
“ Ultimately, by effectively utilising AI to support the human agent, the end-user experience becomes significantly better.”
For Manu, these use cases illustrate that the true value of strategic AI investment isn’ t just about adopting
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