Manufacturing / Steel
Tata Steel: Company-wide deployment of more than 300 AI agents and automation of customer complaint and HR query handling
- Company
- Tata Steel
- Country
- India
- Adoption stage
- In operation
- Source published
- Date basis
- The date the source was published. It can differ from the date adoption started.
- How the source was checked
- Read the full source text
The work problem
According to a press release Tata Steel issued on April 22, 2026, the company is using agentic AI to eliminate administrative bottlenecks and reshape how it manages internal operations. Information in internal systems such as operational APIs, standard operating procedures and financial records, as well as data such as call recordings, complex spreadsheets and PDFs, had been siloed, and repetitive manual tasks such as invoice processing put a strain on teams across the organization.
Technology and data
Using Google Cloud technology, Tata Steel deployed more than 300 specialized AI agents in nine months. Zen AI, an internal low-code platform that lets employees who are not data scientists build, test and deploy agents, was built with Google Cloud's Agent Development Kit and integrated with BigQuery and Google Cloud Storage. The Tata Steel Digital Assistant (TDA), an internal portal, lets employees query public data, internal systems and their own data in one place. In customer service, specialized agents using language and vision language models such as Gemini and PaliGemma analyze complaint artifacts, detect complaint intent and defects from images and route issues to resolver groups.
Results
According to the press release, the average turnaround time for customer complaints fell by 50%, and TDA autonomously resolves more than 70% of routine employee tickets at the internal HR helpdesk. The company said business process agents also handle repetitive tasks such as invoice processing, goods and services tax (GST) creditable or non-creditable classification and contract analysis, allowing teams to focus on high-value strategic initiatives.
Limits and open questions
The press release does not give the period or the number of complaints behind the reduction in average turnaround time.
Sources
Compiled from public sources. These are not results from ATF Works customers.