AI-Powered Compliance and Customer Care | Dilip Mohapatra, Cognitive View

Nov 23, 2023

42:58

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In this episode, we interview Dilip Mohapatra, the CEO, and founder of Cognitive View, a company that uses AI to solve compliance and customer complaint issues in regulated industries. We discuss how their AI technology is helping businesses in regulated industries monitor and analyze customer conversations to ensure compliance and improve customer service. He shares how the idea for Cognitive View came about and the challenges they faced in building their AI solution.

Dilip explains the importance of understanding complex legal requirements and how their AI model can identify compliance breaches in customer conversation. He also discusses the value of generative AI and the unique capabilities its offers. Dilip highlights the metrics they use to measure the success of their ai solution, including reducing compliance and conduct risk by up to 70% and reducing customer complaints by 50%. He also touches on the fundraising journey for cognitive view and the importance of finding investors who can provide value beyond just capital

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Founder Bio:

Dilip Mohapatra is the founder of Cognitive View, a regtech company that creates solutions that monitors communication and collaboration channels to automate compliance, quality, customer experience, and conduct risk. It provides the necessary tools to create a customer-centric culture and risk-based supervision that automates operational risk. Cognitive View has been recognized as RegTech100 globally; AI Fintech 100; the best vendor solution for Managing Conduct Risk at the Regtech Insight APAC Awards 2021; and a 2021 IBM Beacon Award Finalist. Dilip has successfully built an enterprise software channel business with IBM and held a variety of product management roles, including HP, Hyro, and Ipedo.

Time Stamps:

01:58 Background of Dilip and Cognitive View

04:05 Challenges faced by companies in managing compliance and misconduct

05:11 Monitoring conversations and identifying compliance breaches with AI

07:36 The importance of understanding complex legal requirements in AI models

10:28 Use cases of Ai in voice, video, and text conversations

12:29 Target industries and metrics for ROI

15:30 Building the Ai solution and the importance of talent

18:03 Challenges in accessing data and the use of proprietary data

22:01 Proof of concept process and requirements for customer engagement

27:01 Leveraging generative AI and proprietary data for unique solutions

30:45 Providing contextual and industry-specific AI solutions