Toyota, Maruti Launch Marketing Drive for Hybrids in Key Indian State

Toyota's logo is seen in their exhibition stall at Bharat Mobility Global Expo organised by India's commerce ministry at Pragati Maidan in New Delhi, India, February 1, 2024. REUTERS/Anushree Fadnavis/File Photo Purchase Licensing Rights
Toyota's logo is seen in their exhibition stall at Bharat Mobility Global Expo organised by India's commerce ministry at Pragati Maidan in New Delhi, India, February 1, 2024. REUTERS/Anushree Fadnavis/File Photo Purchase Licensing Rights
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Toyota, Maruti Launch Marketing Drive for Hybrids in Key Indian State

Toyota's logo is seen in their exhibition stall at Bharat Mobility Global Expo organised by India's commerce ministry at Pragati Maidan in New Delhi, India, February 1, 2024. REUTERS/Anushree Fadnavis/File Photo Purchase Licensing Rights
Toyota's logo is seen in their exhibition stall at Bharat Mobility Global Expo organised by India's commerce ministry at Pragati Maidan in New Delhi, India, February 1, 2024. REUTERS/Anushree Fadnavis/File Photo Purchase Licensing Rights

From Instagram ads to telesales, Japanese automakers Toyota and Maruti Suzuki are going all out to market their hybrid cars in the most populous Indian state of Uttar Pradesh, aiming to cash in on tax waivers that upset many of their rivals.

The waivers have split India's auto industry, with Tata Motors, Mahindra and Mahindra and Hyundai arguing their sales of pure electric cars will suffer. Their lobbying to reverse the July decision failed last month and they now fear other states might follow suit, Reuters reported

At the Sunny Toyota showroom in Uttar Pradesh's capital of Lucknow, salespeople have been tasked to call customers who visited in the last six months to tell them about the benefits of hybrid tax waivers that will help them save $15,800 on the luxury Toyota Vellfire model and $5,200 on its Camry sedan.

"Save big .... Order now and get your hybrid vehicle delivered right at your doorstep," said an Instagram ad by the dealer.

The campaign comes after a rare lobbying win by Toyota to get the state - which accounts for a tenth of India's car sales - to allow tax waivers on sale of hybrid cars, leading to roughly 10% in savings.

India imposes a federal tax of 5% on EVs while hybrids are taxed at 43%, just below the 48% for gasoline cars, but state taxes are extra and determined by local governments.

Toyota has globally focused more on hybrids - which combine gasoline engines and batteries - than EVs. That strategy could pay off as worries about charging infrastructure and high prices curb demand for EVs globally, while sales of hybrids pick up.

In Uttar Pradesh, six salespeople for Toyota and Maruti Suzuki - which also supports the waivers - said hybrid enquires were rising and they had been asked by the companies to increase sales.

"We have been asked to sell a minimum of 250 cars in a month. There is a lot of pressure. We are trying to shift all sales to hybrids," a Maruti salesperson said.

Toyota did not respond to a request for comment.

Rahul Bharti, executive director for corporate affairs at Maruti, said its showroom enquiries had "nearly doubled since the benefits have been effected" for hybrids.

Online and WhatsApp ads reviewed by Reuters show dealerships are using taglines including: "Enjoy the nil road tax offer" and "Say Good Bye to Diesel".

At the Sunny Toyota dealership which Reuters visited, salespeople were discussing approaching all customers who were keen to buy gasoline or diesel variants and might now be tempted to buy more expensive hybrid cars given the tax waiver.

Some dealers are advising customers to move quickly.

"No one knows how long the scheme would run," said Praveen Saxena, a sales manager at a Toyota showroom in Kanpur city in the state, adding his hybrid car sales rose 50% after the tax waivers.

K.S. Dhatwalia, a former Indian government official, chose to buy a new Toyota hybrid Hyryder, partly because of tax benefits.

"Hybrids are less polluting and there was an additional tax saving too," he said.



AI May Not Steal Many Jobs After All. It May Just Make Workers More Efficient

FILE PHOTO: AI (Artificial Intelligence) letters and robot hand miniature in this illustration, taken June 23, 2023. REUTERS/Dado Ruvic/Illustration/File Photo
FILE PHOTO: AI (Artificial Intelligence) letters and robot hand miniature in this illustration, taken June 23, 2023. REUTERS/Dado Ruvic/Illustration/File Photo
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AI May Not Steal Many Jobs After All. It May Just Make Workers More Efficient

FILE PHOTO: AI (Artificial Intelligence) letters and robot hand miniature in this illustration, taken June 23, 2023. REUTERS/Dado Ruvic/Illustration/File Photo
FILE PHOTO: AI (Artificial Intelligence) letters and robot hand miniature in this illustration, taken June 23, 2023. REUTERS/Dado Ruvic/Illustration/File Photo

Imagine a customer-service center that speaks your language, no matter what it is.
Alorica, a company in Irvine, California, that runs customer-service centers around the world, has introduced an artificial intelligence translation tool that lets its representatives talk with customers who speak 200 different languages and 75 dialects.
So an Alorica representative who speaks, say, only Spanish can field a complaint about a balky printer or an incorrect bank statement from a Cantonese speaker in Hong Kong. Alorica wouldn’t need to hire a rep who speaks Cantonese, reported The Associated Press.
Such is the power of AI. And, potentially, the threat: Perhaps companies won’t need as many employees — and will slash some jobs — if chatbots can handle the workload instead. But the thing is, Alorica isn’t cutting jobs. It’s still hiring aggressively.
The experience at Alorica — and at other companies, including furniture retailer IKEA — suggests that AI may not prove to be the job killer that many people fear. Instead, the technology might turn out to be more like breakthroughs of the past — the steam engine, electricity, the Internet: That is, eliminate some jobs while creating others. And probably making workers more productive in general, to the eventual benefit of themselves, their employers and the economy.
Nick Bunker, an economist at the Indeed Hiring Lab, said he thinks AI “will affect many, many jobs — maybe every job indirectly to some extent. But I don’t think it’s going to lead to, say, mass unemployment. We have seen other big technological events in our history, and those didn’t lead to a large rise in unemployment. Technology destroys but also creates. There will be new jobs that come about.’’
At its core, artificial intelligence empowers machines to perform tasks previously thought to require human intelligence. The technology has existed in early versions for decades, having emerged with a problem-solving computer program, the Logic Theorist, built in the 1950s at what's now Carnegie Mellon University. More recently, think of voice assistants like Siri and Alexa. Or IBM’s chess-playing computer, Deep Blue, which managed to beat the world champion Garry Kasparov in 1997.
AI really burst into public consciousness in 2022, when OpenAI introduced ChatGPT, the generative AI tool that can conduct conversations, write computer code, compose music, craft essays and supply endless streams of information. The arrival of generative AI has raised worries that chatbots will replace freelance writers, editors, coders, telemarketers, customer-service reps, paralegals and many more.
“AI is going to eliminate a lot of current jobs, and this is going to change the way that a lot of current jobs function,'' Sam Altman, the CEO of OpenAI, said in a discussion at the Massachusetts Institute of Technology in May.
Yet the widespread assumption that AI chatbots will inevitably replace service workers, the way physical robots took many factory and warehouse jobs, isn’t becoming reality in any widespread way — not yet, anyway. And maybe it never will.
The White House Council of Economic Advisers said last month that it found “little evidence that AI will negatively impact overall employment.’’ The advisers noted that history shows technology typically makes companies more productive, speeding economic growth and creating new types of jobs in unexpected ways.
They cited a study this year led by David Autor, a leading MIT economist: It concluded that 60% of the jobs Americans held in 2018 didn’t even exist in 1940, having been created by technologies that emerged only later.
The outplacement firm Challenger, Gray & Christmas, which tracks job cuts, said it has yet to see much evidence of layoffs that can be attributed to labor-saving AI.
“I don’t think we’ve started seeing companies saying they’ve saved lots of money or cut jobs they no longer need because of this,’’ said Andy Challenger, who leads the firm’s sales team. “That may come in the future. But it hasn’t played out yet.’’
At the same time, the fear that AI poses a serious threat to some categories of jobs isn't unfounded.
Consider Suumit Shah, an Indian entrepreneur who caused an uproar last year by boasting that he had replaced 90% of his customer support staff with a chatbot named Lina. The move at Shah's company, Dukaan, which helps customers set up e-commerce sites, shrank the response time to an inquiry from 1 minute, 44 seconds to “instant." It also cut the typical time needed to resolve problems from more than two hours to just over three minutes.
"It's all about AI's ability to handle complex queries with precision,'' Shah said by email.
The cost of providing customer support, he said, fell by 85%.
“Tough? Yes. Necessary? Absolutely,’’ Shah posted on X.
Dukaan has expanded its use of AI to sales and analytics. The tools, Shah said, keep growing more powerful.
“It's like upgrading from a Corolla to a Tesla,'' he said. "What used to take hours now takes minutes. And the accuracy is on a whole new level.''
Similarly, researchers at Harvard Business School, the German Institute for Economic Research and London’s Imperial College Business School found in a study last year that job postings for writers, coders and artists tumbled within eight months of the arrival of ChatGPT.
A 2023 study by researchers at Princeton University, the University of Pennsylvania and New York University concluded that telemarketers and teachers of English and foreign languages held the jobs most exposed to ChatGPT-like language models. But being exposed to AI doesn’t necessarily mean losing your job to it. AI can also do the drudge work, freeing up people to do more creative tasks.
The Swedish furniture retailer IKEA, for example, introduced a customer-service chatbot in 2021 to handle simple inquiries. Instead of cutting jobs, IKEA retrained 8,500 customer-service workers to handle such tasks as advising customers on interior design and fielding complicated customer calls.
Chatbots can also be deployed to make workers more efficient, complementing their work rather than eliminating it. A study by Erik Brynjolfsson of Stanford University and Danielle Li and Lindsey Raymond of MIT tracked 5,200 customer-support agents at a Fortune 500 company who used a generative AI-based assistant. The AI tool provided valuable suggestions for handling customers. It also supplied links to relevant internal documents.
Those who used the chatbot, the study found, proved 14% more productive than colleagues who didn’t. They handled more calls and completed them faster. The biggest productivity gains — 34% — came from the least-experienced, least-skilled workers.
At an Alorica call center in Albuquerque, New Mexico, one customer-service rep had been struggling to gain access to the information she needed to quickly handle calls. After Alorica trained her to use AI tools, her “handle time’’ — how long it takes to resolve customer calls — fell in four months by an average of 14 minutes a call to just over seven minutes.
Over a period of six months, the AI tools helped one group of 850 Alorica reps reduce their average handle time to six minutes, from just over eight minutes. They can now field 10 calls an hour instead of eight — an additional 16 calls in an eight-hour day.
Alorica agents can use AI tools to quickly access information about the customers who call in — to check their order history, say, or determine whether they had called earlier and hung up in frustration.
Suppose, said Mike Clifton, Alorica’s co-CEO, a customer complains that she received the wrong product. The agent can “hit replace, and the product will be there tomorrow," he said. " 'Anything else I can help you with? No?’ Click. Done. Thirty seconds in and out.’’
Now the company is beginning to use its Real-time Voice Language Translation tool, which lets customers and Alorica agents speak and hear each other in their own languages.
“It allows (Alorica reps) to handle every call they get,” said Rene Paiz, a vice president of customer service. “I don’t have to hire externally’’ just to find someone who speaks a specific language.
Yet Alorica isn’t cutting jobs. It continues to seek hires — increasingly, those who are comfortable with new technology.
“We are still actively hiring,’’ Paiz says. “We have a lot that needs to be done out there.’’