This weekend I was watching a Hindi Movie Naya Daur of the great Mr. Dilip Kumar where a man brings disruption to a peaceful village by disturbing the livelihood of the local villagers, farmers and workers. This man does this by introducing machines to replace human labors. In the movie Hero wins by defeating the machines in a race but that was a typical Indian movie. In the movie the Hero was very innovative that he made his own path for the race based on his domain knowledge. Time have changed but scenarios are still same where traditional businesses are fighting with chatbots and technology.
Recently I participated in a travel trade fair in Delhi. While I was having a tea break with a group of travel agents I noticed every one of them was disappointed with the low margins and OTA's. What kept me listening was that everybody was looking for better deals but none of them was talking about reducing the operational cost or increasing the sales volume which all OTA's are doing. These agents were able to generate leads thanks to new start-ups who are helping them to get leads or google but lead conversion was a major issue for these agents for various reasons mainly cost. When I get deep into the discussion I realized most of these agents are acting more like a human robot only and personalize experience, specialized knowledge and wow factor was completely missing in their customer interaction as a result it was difficult to convert a lead or retain a customer who have bought services from them in the past. TIME TO ADPAT TECHNOLOGY