Meet Jarvis, the AI-powered analytics tool that helps Grab’s account managers generate insights

Swati Joshi, Christian Coffrant, Heber Ng, Low Seh Hong, Debbie Oh, René Hefner

. November 28, 2024 . Regional

In Grab’s ‘Deliveries’ vertical, we empower millions of merchants across eight countries in Southeast Asia, connecting them with millions of consumers seeking food, groceries, and more. Our platform also links them to drivers ready to deliver products quickly and affordably.

While our self-serve merchant portal helps our merchant-partners manage their business, our account managers go beyond by providing personalised support. Each month, account managers engage with key accounts to review performance and identify growth opportunities through data-backed insights.

A critical part of this process is the Monthly Business Report, which includes detailed analysis of business performance and recommendations. Traditionally, creating these reports required around 6-10 hours per week, eating up a huge chunk of bandwidth from our account managers.

Efficiency through automation

To make this task easier for account managers, we came up with the Jarvis Report Builder, a robust AI-powered agent, developed as part of Grab’s internal suite of data analytics tools.

With Jarvis’s insight generation capabilities, we have automated the report creation process, transforming a labour-intensive task into a swift, efficient and delightful workflow. Grab’s sales enablement team was a critical factor in designing Jarvis. It acted as the voice of the account managers and helped iterate the tool to make it ready for use.

With Jarvis Report Builder, generating a comprehensive, data-rich report now takes only 10 minutes! Here’s how it works:

Template design: We aligned with key stakeholders to develop a standardised, impactful template that includes essential slides requiring detailed and complex data analysis.
Data collection and insights generation: For each slide, data is gathered from certified data tables, pipelines are established, charts and tables are prepared, and a tailored Large Language Model ( LLM) prompt generates narrative insights and recommendations. Fine-tuning this prompt has been crucial and ensures that the output resonates with the tone and objectives of account managers.
Report assembly: Data, visuals, and insights are then transferred directly into a slide deck, ready on-demand.

To generate a report, account managers simply submit key details, such as the merchant, country of operation, and peers for benchmarking. Within minutes, the customised report is ready, and users receive an email with a link to the slide deck.

Impact: From 8 Hours to 10 Minutes

This productivity boost allows them to focus more on strategic growth initiatives and relationship-building with merchants, delivering a better experience and deeper value.

Jarvis Reports have also unlocked new and different kinds of insights (for example analysing customer feedback at scale for any merchant) that account managers had previously struggled to incorporate given the sheer volume and complexity of such qualitative data.

By automating time-intensive tasks and enhancing the quality of data insights, Jarvis Report Builder is helping Grab’s account managers—and ultimately, our merchants—drive stronger, data-informed growth across Southeast Asia.

Number of hours saved since launch of Jarvis in July

Expanding automation with Report Builder SDKs

The success of Jarvis Report Builder for merchant reports has paved the way for a broader vision: We want to enable automated, high-quality report generation across diverse use cases at Grab where data analysis is essential.

To make this capability widely accessible, we’ve developed a suite of Software Development Kits (SDKs). These make it possible to adapt Jarvis Report Builder to automate different types of reports. From sales performance summaries to market trend analyses, this toolset empowers teams to generate data-driven insights quickly and accurately.

Jarvis is a valuable tool for the creation of recurring data-driven reports. It is ideal for scenarios that rely on timely and frequent data analysis in the form of presentations or reports. This automation frees up teams to focus on strategy and deeper analysis.

This means faster, more efficient decision-making for everyone—from sales and operations to marketing and customer support—without compromising on depth or quality.

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