Misconceptions often stem from a lack of knowledge. Business leaders don’t need to become AI experts, but understanding its basics can remove fear. There is tons of information and resources available. There are many free AI courses, lots of AI-focused newsletters, and webinars and conferences covering AI in many ways.

Today’s tech-driven world, artificial intelligence has become a key enabler of business success. But the question remains — how can businesses effectively harness AI to address their unique challenges while staying true to ethical principles? To explore this topic further, we are interviewing Gaurav Saran

Gaurav Saran is the Founder and CEO of ReverseLogix.com, where they provide returns management software and solutions for enterprises around the world. Returns management is a vital part of the supply chain but one that’s been overlooked by a lot of retailers until recently. Gaurav is working with market leaders like Samsonite, DHL Supply Chain, Electrolux, and others to help make their product returns much more efficient and less costly. ReverseLogix.com has been featured by media outlets including Yahoo Finance, NYSE TV and the Associated Press.

Thank you so much for joining us in this interview series. Before we dive into our discussion, our readers would love to “get to know you” better. Can you share with us the backstory about what brought you to your specific career path in AI?

In 2014, I looked critically at a mature industry — supply chain software — and focused my tech expertise and entrepreneurial spirit on a mostly ignored niche: Returns management. At the time when I founded ReverseLogix, no other tech platform could manage product returns from start to finish for B2B and B2C companies. My team built ReverseLogix with a passion for leveraging disruptive and emerging technologies and created a cloud platform that solves and optimizes product returns. I am incredibly passionate about using returns technology to reduce waste and emissions and am committed to building technology that serves people and the planet. Once considered nearly unfixable, returns management is now a strategic focus area for the world’s largest brands, partly due to our leadership in solving the returns puzzle. Since its founding, ReverseLogix has fortified its leadership as the industry’s only end-to-end platform for returns management, offering global coverage across all areas of the returns management journey.

Can you share the most interesting story that happened to you since you started working with artificial intelligence?

One of the most interesting parts of AI is that most of us interact with it daily. When you hear about AI in the news today, most of the conversation revolves around future ideas on how technology can be used, but many people use AI daily and don’t even think about it. Consider those of us using Apple’s FaceID to open our phones or using a voice assistant like Alexa or Siri; that is AI working its magic. Voice assistants leverage natural language processing and AI-driven generators to return answers to us.

You are a successful leader in the AI space. Which three-character traits do you think were most instrumental to your success? Can you please share a story or example for each?

• Problem-Solving: Since founding ReverseLogix, I have been a pioneer in returns management and continue to shape the narrative around how returns are a strategic part of supply chain operations.
• Returns management has become a key part of supply chain efficiency instead of an afterthought. It is a significant accomplishment that a part of the supply chain considered nearly unfixable seven years ago is now a strategic area of focus for brands, due in part to my leadership in solving the returns puzzle.
• Visionary Leadership: Instead of being an afterthought, returns management has become a key part of supply chain efficiency. It is a significant accomplishment that a part of the supply chain that was considered nearly unfixable so many years ago is now a strategic area of focus for brands due in part to my vision and leadership in solving the returns puzzle. AI is rapidly evolving; and having a long-term vision would have been essential for making strategic decisions that shape the industry.
• Curiosity: Curiosity has fueled my desire to constantly learn, explore new ideas, and push the boundaries of returns management and now AI. This trait has helped me stay ahead of trends and anticipate industry shifts. My constant questioning — “What if we tried this?” will allow our organization to push the boundaries of AI within returns management.

Let’s jump to the primary focus of our interview. Can you share a specific example of how you or your organization used AI to solve a major business challenge? What was the problem, and how did AI help address it?

Fraud Detection & Smart Return Approvals

We are currently working to leverage anomaly detection models to flag suspicious return patterns (e.g., customers frequently returning high-value items or returning worn-out products as “defective”).

Using AI-powered automation, we can categorize returns based on legitimacy, fast-tracking genuine returns while requiring additional verification for flagged cases.

This has the potential to cut fraudulent returns by 25% or more, saving millions annually.

What are some of the common misconceptions you’ve encountered about using AI in business? How do you address those misconceptions?

AI Will Replace All Jobs

In Reality, AI augments human work rather than replaces it. While some repetitive tasks are automated, AI creates new job opportunities in AI management, data analysis, and innovation.

AI is Only for Big Companies with Huge Budgets

In Reality, AI is more accessible than ever through cloud-based AI tools, no-code platforms, and affordable AI-as-a-service models.

I recommend that most companies start small, use no-code/low-code AI platforms (e.g., Zapier AI, OpenAI API), and experiment.

AI Needs to Be 100% Perfect to Be Useful

No AI is perfect, but it can significantly improve efficiency and decision-making. Businesses should focus on incremental improvements rather than perfection.

AI Can Work on Its Own Without Human Supervision

AI needs human guidance to be effective. Training, monitoring, and ethical oversight are required to prevent biases and errors.

In your opinion, what is the most significant way AI can make a positive impact on businesses today?

Businesses generate massive amounts of data daily. AI helps process, analyze, and extract actionable insights from this data faster and more accurately than humans alone. This leads to better strategic decisions, increased efficiency, and competitive advantage.

Ok, let’s dive deeper. Based on your experience and research, please share “5 Ways AI Can Solve Complex Business Problems”? These can be strategies, insights, or tools that companies can use to make the most of AI in addressing their challenges. If possible, please share examples or stories for each.

1. AI’s role in returns management extends beyond optimizing logistics — it also helps predict and prevent returns before they happen. By leveraging SKU-level data, retailers can proactively identify high-risk products, optimize product listings, and refine inventory decisions to reduce returns. This transition from reactive returns processing to predictive returns prevention is key to improving efficiency and customer experience. By leveraging AI, retailers can better align inventory with peak demand, reducing overstock and improving overall efficiency
2. AI is transforming the way retailers handle excess returns. Rather than applying a one-size-fits-all approach, AI enables retailers to assess product conditions, analyze return patterns, track customer feedback, and gauge market demand in real-time. This allows them to determine the most profitable next step — whether that’s restocking, dynamically pricing resale items, routing to refurbishing facilities, donating for tax benefits, or recycling materials.
3. By collecting detailed data — such as images, videos, and purchase history — at the moment of return, AI can make instant decisions, reducing reliance on customer service agents.
4. AI-powered returns systems can monitor requests in real-time to analyze patterns and identify fraudulent activities. For example, frequent returns on high-value items or mismatched purchases from a specific customer segment can be identified early, allowing retailers to take action or flag high-risk customers.
5. AI can help businesses support sustainability efforts by reducing waste throughout the returns process. For example, it can help the business determine which returned items are suitable for resale, donation, or recycling, moving them through the process more efficiently. Brands can also use AI to get eco-friendly packaging recommendations for return shipments, aligning with consumer demand for greener practices.

How can smaller businesses or startups, with limited budgets, begin to integrate AI into their operations effectively?

Start by identifying areas where AI can bring the most value, such as:

• Customer Service: Chatbots and AI-powered helpdesks (e.g., ChatGPT, Drift, Intercom).
• Marketing & Sales: AI-driven email campaigns (e.g., HubSpot, Mailchimp), social media automation.
• Operations & Productivity: AI scheduling assistants (e.g., Calendly, Clara), document automation.

Leverage Free and Open-Source AI Solutions

There are many powerful, free AI solutions:

• Chatbots: Rasa, BotPress.
• Machine Learning Frameworks: TensorFlow, Scikit-learn.
• AI Image Recognition: OpenCV.

Implement AI in Small, Iterative Steps

• Start with one AI-powered tool.
• Measure ROI and optimize its use.
• Gradually expand AI implementation.

What advice would you give to business leaders who are hesitant to adopt AI because of fear, misconceptions, or lack of understanding?

Educate Yourself & Your Team

Misconceptions often stem from a lack of knowledge. Business leaders don’t need to become AI experts, but understanding its basics can remove fear. There is tons of information and resources available. There are many free AI courses, lots of AI-focused newsletters, and webinars and conferences covering AI in many ways.

Start Small with Practical Use Cases

Instead of a full-scale AI transformation, experiment with low-risk, high-reward applications:

• Automate customer service with an AI chatbot.
• Use AI analytics to optimize marketing campaigns.
• Implement AI-powered scheduling tools to improve productivity.

In your opinion, how will AI continue to shape the business world over the next 5–10 years? Are there any trends or emerging innovations you’re particularly excited about?

AI-Driven Decision-Making & Predictive Analytics

Businesses will rely on AI to make data-driven decisions with real-time predictive insights.

• AI-powered forecasting models will predict demand, optimize inventory, and reduce waste.
• AI will help detect financial fraud and anomalies in real-time.
• Companies will use AI-driven business intelligence (BI) tools to make smarter strategic decisions.

Generative AI Revolution in Creativity & Content

AI will revolutionize content creation in writing, design, music, video production, and game development.

• Businesses will generate AI-powered marketing materials with minimal effort.
• AI-generated video content will become mainstream, reducing production costs.
• AI will assist in product design, prototyping, and branding with minimal human intervention.

How do you think using AI to solve business problems influences relationships with customers, employees, and the broader community?

The use of AI in solving business problems has a profound impact on relationships with customers, employees, and the broader community — both positively and with some challenges

• Enhanced Personalization — AI allows businesses to offer tailored experiences, from personalized product recommendations to predictive customer service.
• 24/7 Support — AI chatbots and virtual assistants provide instant responses, improving accessibility.
• Faster, More Efficient Service — AI speeds up transactions, reduces wait times and offers better self-service options.

However, we must be mindful of some risks, including losing the human touch via an over-reliance on AI. There are also trust and data privacy concerns; customers worry about how AI collects and uses their data.

I recommend that business leaders use AI to enhance, not replace, human interactions (e.g., AI can handle FAQs, but humans step in for complex issues) and ensure transparency in AI-driven decisions and data collection.

You are a person of great influence. If you could start a movement that would bring the most good to the most people through AI, what would that be? You never know what your idea can trigger. 🙂

AI for Global Healthcare & Well-Being

Millions of people die from preventable diseases due to lack of access to healthcare. I would love to see more focus on how AI can be leveraged for early disease detection (cancer, heart disease, mental health issues) and how AI-driven drug discovery could potentially speed up treatments for deadly diseases.

About the Interviewer: Chad Silverstein is a seasoned entrepreneur with 25+ years of experience as a Founder and CEO. While attending Ohio State University, he launched his first company, Choice Recovery, Inc., a nationally recognized healthcare collection agency — twice ranked the #1 workplace in Ohio. In 2013, he founded [re]start, helping thousands of people find meaningful career opportunities. After selling both companies, Chad shifted his focus to his true passion — leadership. Today, he coaches founders and CEOs at Built to Lead, advises Authority Magazine’s Thought Leader Incubator.

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Gaurav Saran Of ReverseLogix.com On How Artificial Intelligence Can Solve Business Problems was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.