AI to Revolutionize Citizen Services in India: Salesforce’s Arundhati Bhattacharya

Artificial Intelligence (AI) is set to be a transformative force in India, especially in the realm of public services, according to Arundhati Bhattacharya, the CEO and Chairperson of Salesforce India. Bhattacharya emphasized the need for a “Global Compact” to ensure AI’s benefits are shared globally and to prevent its misuse.

Bhattacharya, who previously served as the Chairperson of the State Bank of India (SBI), believes AI will revolutionize various sectors, including healthcare, diagnostics, education, and skill development. She noted that this advanced technology could significantly enhance public service delivery in India, making it more efficient and cost-effective.

In an interview with PTI, Bhattacharya stressed the importance of international cooperation on AI due to its global impact. She expressed confidence that AI would benefit society but warned that it could be harmful if misused. “AI is like any other tool; it can be used for good or bad purposes. We need to be cautious about how we use it,” she said.

Bhattacharya compared the need for a global agreement on AI to the international efforts addressing climate change. She argued that AI’s influence extends beyond national borders, necessitating a collective approach to its governance. “AI will not respect country borders; it will have a global impact,” she added.

Currently, AI is mostly self-regulated, but Bhattacharya believes a global consensus is essential to prevent its harmful use. “We need to come together to ensure AI is used for the betterment of humanity,” she stated.

Bhattacharya made history in 2013 by becoming the first woman to lead SBI in its over 200-year history. After retiring from SBI in 2017, she took on a new role as the head of Salesforce India in 2020.

Describing AI as a “gamechanger” and a “blessing” for India, Bhattacharya is convinced that the technology will bring widespread benefits to society. She pointed out that while India has a large workforce, it needs technology to help individuals reach their full potential. “Using traditional methods is challenging in terms of resources and costs. If AI can provide initial insights and help us determine what is needed, it will ensure fair distribution and be a significant step forward,” she explained.

It’s worth noting that while AI’s potential to positively impact society is widely recognized, there are also concerns about its risks. These concerns are driving global discussions about the need for safety measures and responsible, human-centric governance of AI.