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AI is pervasive. Embedded in every aspect of every business, it can transform the business models and processes that define it, the applications that deliver it, and the infrastructure that supports it.
Hasit Trivedi, CTO Digital Technologies & Global Head – AI at Tech Mahindra, believes that in recent years artificial intelligence has become one of the most powerful tools in the history of technology to bring machines and humanity together.
In this exclusive interview with Analytics Indian JournalHasit Trivedi talks about how Tech Mahindra is helping its clients leverage AI/ML, AI regulation and also how the IT giant is using AI for humanitarian purposes.
AIM: Tell us about the work Tech Mahindra is doing in terms of AI.
Is there: At Tech Mahindra, we have a suite of artificial intelligence (AI) solutions, TechM amplifeAI0->∞ it helps us democratize and expand the deployment of AI technology for businesses around the world.
Our labs across geographies serve as a hub for innovation where several exciting projects are launched in various areas of artificial intelligence and integrate cutting-edge technologies to build numerous solutions for various industries. For example, we implemented a deep learning-based model for a telecom company to predict whether a purchase ticket required a truck. The ML model could predict with 70% accuracy whether the customer tickets required truck rolls. In 25% of the trucks driven to troubleshoot problems at customer sites, no fault was found, resulting in significant revenue savings.
AI has helped us stay committed to ensuring the well-being of our employees, customers and partner ecosystem. We have multiple programs across the organization that have active deliveries based on artificial intelligence and advanced analytics for specific use cases such as order churn, failure prediction, pole detection and asset maintenance using computer vision-based solutions.
We also work with hyper scalers to maintain their products, help them with AI Crowdsourcing and more. Similarly, our AI NLP based chatbot has been implemented for many clients. We have built an AR/VR based training module for our employees and continue to work on product development that incorporates technologies such as AI and AR/VR. Another project we are currently working on involves autonomous driving for Indian road conditions based on Vision AI.
AI is a lucrative investment sector for us as it guarantees improved business results, resilience, customer satisfaction and retention along with improved operational efficiency.
OBJECTIVE: Tell us about TechM amplifeAI0->∞ . What problems does it solve?
Is there: TechM amplife0->∞ is a set of artificial intelligence offerings and solutions to democratize and increase the use of AI in a responsible manner. We have various AI solutions and capabilities such as Chat Analytics, Complaint Analytics, Call Data Analytics, Demand Forecasting Desk, Intelligent Automation, AI Store, AI Maturity Assessment Utility, ITSM Issue Analytics, Alert Noise Management, DB anomaly detection, procurement commerce, AI and Automation CoE, AI Discovery, Enterprise AI/Democratization of AI, MLOps, Document AI, Computer Vision, Edge AI, and more.
Through these offerings and solutions, we help businesses increase human potential and solve complex problems for future business operations. The most prominent feature of TechM amplifeAI0->∞ is that its AI solutions can eliminate existing bottlenecks by offering tailored services and process automation to increase enterprise throughput and profitability.
We believe in a strategy of striving from zero to infinity. AI can offer a distinctive competitive advantage and defense in a highly disruptive environment for ZeroOps. It can help businesses with InfinitiOps solve complex problems and create disruptive opportunities with AI-driven insight, action and agility.
Our approach to customer lifecycle and enterprise AI is structured and caters to any stage of the AI and data science lifecycle. We help clients on their business AI journey through our end-to-end implementation and consulting offering that caters to a customizable AI journey for clients. For example, AI improved data accuracy by 90% and reduced human effort by 60% for an insurance claims company; a leading US-based telecom company enabled AI/ML to optimize pricing and discounts and better serve its customers.
OBJECTIVE: Can you shed some light on the AI strategies being implemented by Tech Mahindra in creating a sustainable advantage for businesses?
Is there: To fully leverage this AI capability, Tech Mahindra’s design thinking-driven approach and frameworks help identify AI opportunities in organizations. Further, our experts determine the right AI strategy and create a sustainable growth roadmap for organizations. Competencies are increasing as we drive digital transformation on a global scale. In tandem with this, Tech Mahindra is actively promoting the DigitALL philosophy for comprehensive business transformation.
Tech Mahindra has invested heavily in innovation, building IP and AI solutions and sourcing products that could enable next-generation AI solutions for our customers. In addition, we have platform-focused solutions, our own internal platforms or partner platforms. These platforms could provide a solution to an industry problem or enable development solutions to a wide range of data science problems.
We have a structured approach to talent enablement, reskilling and refactoring across the enterprise, democratizing AI. We have a team of domain consultants who specialize in industry verticals such as banking, financial services, insurance, supply chain, manufacturing, healthcare, life sciences, telecom, retail, FMCG and more. This facilitates value proposition creation, role definition and prioritization of use cases and business problem areas.
AIM: Can you elaborate on some of the challenges prevailing in the industry?
Is there: AI and ML solutions are transforming several operational, functional and strategic landscapes across industries. In the enterprise context, AI systems have the potential to improve productivity and open new revenue streams by building insights from data that define patterns of business and customer interactions. On the other hand, perceived unfair treatment by AI models can lead to trust issues, erosion of brand value, and missed business opportunities — all of which directly impact the bottom line. This is where AI ethics and fairness become important.
Issues of ethics and user integrity have become significant concerns with advanced AI solutions. These solutions cannot always be neutral, and sometimes AI judgments are intangible to humans; sometimes they ignore the accuracy of the data and give ambiguous results.
TechM amplife0->∞ is robust in ensuring bias, and we have defined sound principles and transparent governance structures that build trust in AI among all stakeholders. We ensure that risk control policies are in place for effective monitoring and reporting.
Another challenge that many organizations face is the proper infrastructure support that AI needs, leading to high implementation costs. In some cases, poor IT infrastructure prevents organizations from implementing AI solutions. Our AIOps services have empowered us and our customers to leverage AI to improve IT and network operations. Machine learning operations (MLOps) are critical to delivering high-performance AI/ML models at speed and scale, standardizing and simplifying ML lifecycle management. Combining practices and processes helps organizations create seamless and efficient development, deployment, scaling and maintenance of AI/ML models.
In addition, finding the right talent to use artificial intelligence is a daunting task for businesses. There is a huge demand for AI professionals in India and upskilling and reskilling professionals is a way to meet this demand.
OBJECTIVE: Does Tech Mahindra use AI for any humanitarian purposes?
Is there: At Tech Mahindra, we strongly believe that technology is the thread by which we can repair the present to create a more inclusive and sustainable society for the future. Technology today defines new realities for people from different socio-economic backgrounds and cultures by putting them all on the same pedestal.
We used artificial intelligence to explore potential therapeutic drugs for the treatment of COVID-19. In this app, we have used artificial intelligence to identify useful information related to hospital beds, oxygen and more, from social media to help people in need. Our WhatsApp-based SOS Seva has helped save lives, reaching at least 125,000 associates and partners.
Further, we have designed an application that helps farmers to access important information and insights related to agriculture from government agencies like IMD, ISRO, Govt. and Water (built with the Chief Scientific Adviser to the Government of India office).
We also leveraged Vision AI to identify pests based on incoming farm photography and provide information to farmers on how to sustainably address pests. We are working closely with PJTSAU (Telangana Agricultural University) on this initiative and contributing to India’s Pest Repository.
AIM: What are your views on the ethics of artificial intelligence? Do you think the Indian government should have strong regulations on artificial intelligence?
Is there: An ethical approach to AI is an absolute imperative. Knowing that an AI system will do whatever it is assigned, regardless of its effects or legality, we must have strict regulations to prevent AI from generating negative outcomes. Fortunately, governments, organizations and institutions are categorizing and identifying safe ways to introduce artificial intelligence into their daily operations and ensure sustainable growth.
The growth of AI startups and career opportunities has seen AI gain massive traction, all for the right reasons. The labor market will be constantly evolving, with several jobs being automated while new ones are being created; however, candidates will need to acquire new skills, including operational AI proficiency, to remain relevant in the future job market. Again, interpreting the future, society as a whole will need to broadly embrace ethics and humanism regarding the advancement of artificial intelligence.
Without a doubt, AI is already shaping global competitiveness, promising a strategic advantage to early adopters. With other mega-economies joining the race to safely and ethically adopt AI, it is time for our government to implement AI-specific policies to get the most out of it. The Government of India has already embarked on the AI technology revolution. With a few more policies strengthening the governance of its implementation, India will seamlessly leverage its vast digital capital through AI-driven development.
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