CARIBBEAN businesses have been struggling with digital transformation programmes for years. Now, generative AI presents a remarkable opportunity to leapfrog these challenges, similar to how mobile phone technology allowed our region to bypass landline infrastructure. As Raghav Aggarwal of Fluid AI noted in a recent interview, “With the right use cases and mentality, you could almost leapfrog companies which are more mature right now.”

Fluid AI is a leading artificial intelligence company specialising in enterprise-ready, generative, AI solutions. The company focuses on automating customer support, streamlining employee assistance, and optimising business workflows through advanced AI-driven platforms. The company has worked with over 60 international clients as well as regional institutions. They were recently recognised by Mastercard in their latest innovation report from Start Path and Sandbox-as-a-Service, for delivering remarkable results for a leading North American bank, including cutting 50 per cent of inbound load across calls and e-mails, driving over US$5 million in annual cost savings, while maintaining enterprise-grade benchmarks for accuracy and compliance.

In a recent conversation with Abhinav and Raghav Aggarwal, founders of Fluid AI, we explored three key insights that make AI adoption particularly promising for Caribbean organisations.

1) Easy-to-implement use cases

Several high-impact AI applications require minimal set-up and can deliver immediate value. Fluid AI has already implemented these solutions with Caribbean financial institutions.

Customer service transformation

AI can dramatically improve response times across email, chat, and voice channels. Organisations have seen email response times drop from 24-48 hours to just 15 minutes, even while managing double or triple the inquiry volume. As Abhinav explains, “Customers get a better, faster experience, and organisations see tremendous return on investment (ROI) from call centre savings.”

Internal knowledge systems

AI assistants can instantly access information scattered across multiple systems and databases. “You can literally ask queries which pull from both structured and unstructured data,” Raghav notes. This eliminates the need for employees to search through various platforms to find information.

KYC and onboarding

With advancements in AI’s ability to process images and documents, know your client (KYC) verification can be streamlined significantly, reducing processing times and improving customer experience during onboarding.

2) Multiple ways to safeguard privacy and security

For Caribbean businesses concerned about data privacy, especially with recent data protection legislation, there are several viable approaches:

On-premise deployment

“The way organisations circumvent privacy concerns is by deploying solutions on-premise,” Abhinav explains. “The data stays in-house, it’s walled off, and everything — the models, the AI — comes to the data.”

Hybrid models

Organisations can use a combination of on-premise and cloud solutions to balance security with cost-effectiveness.

No retention policies

Even in cloud deployments, “no retention, no logging” policies can be implemented, where data “fleetingly touches the online world and then gets deleted in real time”.

3) Perfect data not required

Perhaps the most significant insight is that Caribbean businesses don’t need perfectly structured data or mature technology stacks to benefit from AI.

“Generative AI has completely changed the game,” explains Raghav. “You don’t need to bring much data in. These are pre-trained models which can be powerful from the get-go. That’s really helped us expand to economies which may not be that data-mature.”

The implementation process is surprisingly straightforward. For customer service applications, Abhinav describes how the AI can be trained using existing documentation: “Most banks typically give their customer care employees a starter kit of word documents or PDFs outlining products, frequently asked questions and standard operating procedures. The AI just takes those in as is — you don’t need to modify them.”

This accessibility means Caribbean organisations can bypass years of painful digital transformation efforts. As Raghav emphasises, “Just like certain nations didn’t need landlines and went straight to mobile phones, with generative AI there’s a chance to skip a couple of generations.”

Fluid AI in Kingston: Exclusive opportunity

Fluid AI will be in Kingston on June 12 and 13. For businesses interested in connecting with them to explore AI implementation opportunities, please contact local partner, Nadeen Matthews Blair, CEO, Crescent Advisory Group at info@crescentadvisorygroup.com.

Crescent Advisory Group is a boutique AI consultancy that offers specialised services in AI strategy development, implementation planning, and hands-on training for businesses. As an official partner of Fluid AI, Crescent helps Caribbean organisations identify and implement practical AI solutions that deliver measurable results.

“We help businesses demystify AI and create practical adoption plans that deliver measurable results,” explains Matthews Blair. “From identifying the right AI tools for your specific challenges to training your team and measuring ROI, we provide end-to-end support that transforms AI from a buzzword into a genuine competitive advantage.”