How AI is Shap­ing Or­ga­ni­za­tions?

In­dian com­pa­nies and start-ups are fo­cus­ing on de­vel­op­ing con­ver­sa­tional bots, speech recog­ni­tion tools, in­tel­li­gent dig­i­tal as­sis­tants and con­ver­sa­tional ser­vices to be built over so­cial me­dia chan­nels

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Ar­ti­fi­cial In­tel­li­gence will un­doubt­edly re­shape the busi­ness, mak­ing our lives eas­ier and more suf­fi­cient. AI is seen as an in­dis­pens­able tool for sup­port­ing hu­mans in every as­pects of life. In fu­ture, it will be the driv­ing force for In­dus­trial rev­o­lu­tion mainly driven by data, net­works and com­put­ing power.

“The two fun­da­men­tal pil­lars of dig­i­tal trans­for­ma­tion for any or­ga­ni­za­tion- “Speed” and “Cus­tomer Cen­tric In­no­va­tion” which are on the top of CXOs’ minds. Every en­ter­prise is deal­ing with two ba­sic ques­tions, “How fast can you in­no­vate?” and “Can you in­no­vate fast enough?” That said we see two broad tech­nol­ogy trends an­swer­ing the afore­men­tioned ques­tions emerg­ing across the board, “Cloud Na­tive” and “AI”. On one hand, en­ter­prises who are in the ex­per­i­men­ta­tion and mi­gra­tion stages of cloud adop­tion have re­al­ized that the ben­e­fits of cloud

goes well be­yond apex optimization to ac­cel­er­a­tion of con­tex­tual in­no­va­tion. And on the other hand, we see wide­spread adop­tion of NLP and cog­ni­tive com­put­ing to pro­vide aug­mented/as­sis­tive in­tel­li­gence and per­son­al­ized ex­pe­ri­ences to cus­tomers. With Mil­len­nial in fo­cus for most en­ter­prises, de­liv­er­ing per­son­al­iza­tion has be­come im­por­tant now more than ever. CXOs ex­pect AI and specif­i­cally deep learn­ing to pave the path to achieve such tar­geted per­son­al­iza­tion” said Anup Nair, VP and CTO, Mpha­sis Dig­i­tal.


There are sig­nif­i­cant needs to au­to­mate the M2M or ma­chine to hu­man in­ter­ac­tions to en­able fail­ure pre­ven­tion. The big­gest chal­lenges in this area are chang­ing the in­di­vid­ual mind­set and at­tract the right tal­ent.

Sindhu Joseph, CEO and Co-Founder, Cog­ni­cor said “From the per­spec­tive of ap­ply­ing AI, one of the key chal­lenges is about the grad­ual roll out process that needs to be adopted for busi­nesses. As sys­tems need time to op­ti­mally learn user be­hav­ior and build pat­terns out of the same, it is bet­ter if it be­comes a grad­ual roll out.”

Ac­cord­ing to Kar­tik Iyen­gar, SVP-IoT, Cog­ni­tive, Robotics, VirusaPo­laris, the po­ten­tial of AI ex­tends far be­yond help­ing a given busi­ness run faster or more ef­fi­ciently. Along they will bring dis­rup­tive changes and give rise to new prob­lems that can chal­lenge the eco­nom­i­cal, le­gal and eth­i­cal fab­ric of our so­ci­eties. Some of them are:

Jobs: Tra­di­tion­ally, au­to­ma­tion has been eat­ing away blue col­lar jobs for decades and huge leaps in AI have ac­cel­er­ated this process whilst prop­a­gat­ing it to other sec­tors/do­mains as well. It is true that AI rev­o­lu­tion will cre­ate plenty of new skilled jobs but the prob­lem is, for the most part, the peo­ple who are los­ing their jobs don’t have the skill sets to fill the va­cant po­si­tions.

Re­spon­si­bil­ity: When the bound­aries of re­spon­si­bil­ity are blurred be­tween the user, de­vel­oper and data trainer, every party in­volved can lay the blame on some­one else in case of soft­ware or hard­ware mal­func­tions. This can be­come an is­sue when AU al­go­rithms start mak­ing crit­i­cal de­ci­sions. New reg­u­la­tions must be put in place to clearly pre­dict and ad­dress le­gal is­sues that will sur­round AI in the near fu­ture.

Pri­vacy: In the hunt of more and more data, com­pa­nies may trek into un­mapped ter­ri­tory and cross pri­vacy bound­aries. Im­ple­men­ta­tion of AI and ML can im­per­son­ate peo­ple by im­i­tat­ing their hand­writ­ing, voice, con­ver­sa­tion style and un­prece­dented power that can come in handy in a num­ber of dark sce­nar­ios.

Prakash Mallya, Man­ag­ing Director, Sales and Mar­ket­ing Group In­dia, In­tel said “Cur­rently, the lack of in­sights to drive deep learn­ing sys­tems is a ma­jor chal­lenge as vast amounts of data col­lected are not trans­mit­ted to sys­tems. Data col­lected fur­ther needs to be an­a­lyzed to make ef­fec­tive de­ci­sions based on al­go­rithms, and we must work to­gether as an in­dus­try and as a so­ci­ety to help achieve the ul­ti­mate po­ten­tial. The In­dian data mar­ket is grow­ing rapidly with the cen­tral govern­ment’s push for dig­i­ti­za­tion which means in­creas­ing op­por­tu­ni­ties for us­ing AI in the coun­try.”


Most AI ap­pli­ca­tions are de­signed with a nar­row fo­cus so they per­form some fairly com­plex tasks like sched­ul­ing busi­ness meet­ings and an­swer­ing com­mon cus­tomer re­quests. Au­to­ma­tion helps pro­duc­tiv­ity in teams, iden­ti­fy­ing the right use-cases and au­tomat­ing them helps or­ga­ni­za­tions to re­duce the ef­fort spent on sup­port­ing ap­pli­ca­tions and in­fra­struc­tures.

Ro­han An­gr­ish, CTO of Cap­i­tal Float said, “We use AI in­ter­nally to al­lo­cate work within our com­pany and also use it to make sugges­tions re­gard­ing loan de­ci­sions. Cer­tain loan ap­pli­ca­tion pro­cesses are driven end-to-end by ma­chines and dis­burse in as little as 90 sec­onds from the time of first sign­ing on to our sys­tem.”


AI based ap­pli­ca­tions to­day have al­ready touched peo­ple’s life in ways that are of­ten not fully spec­u­lated. Un­til now, this sub­tle pro­lif­er­a­tion of AI tech­nol­ogy was driven largely by the pri­vate sec­tor and fo­cused pri­mar­ily on con­sumer goods.

“In­dian com­pa­nies and start-ups are fo­cus­ing on de­vel­op­ing con­ver­sa­tional bots, speech recog­ni­tion tools, in­tel­li­gent dig­i­tal as­sis­tants and con­ver­sa­tional ser­vices to be built over so­cial me­dia chan­nels which is purely driven by the need in In­dian mar­ket un­like driver­less cars and oth­ers in U.S. mar­ket,” said Badri­narayanan Ja­gan­nathan, Vice Pres­i­dent IT Ap­pli­ca­tions Man­age­ment, Ju­niper Net­works IEC.

He fur­ther added, “Em­brac­ing au­to­ma­tion is a ne­ces­sity in the cur­rent en­vi­ron­ment. It plays a key role in en­abling pro­duc­tiv­ity, im­prove cus­tomer ser­vice and en­able busi­nesses to grow more ag­ile. This will trig­ger a new wave of growth in gen­er­at­ing newer jobs. The key for in­di­vid­u­als is their abil­ity to be flex­i­ble and re-skill to develop and suc­ceed.”

Ritesh Gan­do­tra as Director - Global Doc­u­ment Out­sourc­ing, Xerox In­dia said, “AI will even­tu­ally re­place many rou­tine func­tions of the IT or­ga­ni­za­tion, par­tic­u­larly on the op­er­a­tions side, such as in sys­tem ad­min­is­tra­tion, help desk, project man­age­ment and ap­pli­ca­tion sup­port. With ad­vances in ar­ti­fi­cial in­tel­li­gence tech­nol­ogy, ma­chines will suc­cess­fully em­u­late hu­man cog­ni­tion.”


AI rev­o­lu­tion is cre­at­ing plenty of new data sci­ence, ma­chine learn­ing, engi­neer­ing and IT job po­si­tions to develop and main­tain the AI sys­tems and soft­ware. “Un­for­tu­nately, the sup­ply is not that great and the real fo­cus should be on up­skilling and cross-skilling our ex­ist­ing work­force. The bat­tle for top AI tal­ent only gets tougher from here. At Vir­tusaPo­laris, we tie up with uni­ver­si­ties and en­gage them in CoE (Cen­ter of Ex­cel­lence) pro­gram to get the right data sci­ence con­sul­tants and AI en­gi­neers.” said Iyen­gar.

Another com­pany, Cog­ni­cor is mostly look­ing at en­gi­neers and math­e­ma­ti­cians spe­cial­ized in AI, com­pu­ta­tional lin­guis­tics and knowl­edge man­age­ment sci­ences. “We are look­ing at hir­ing some of the pre­mium tal­ent in the coun­try and train them with lat­est com­mer­cial ex­po­sure to AI sci­ences. Get­ting ac­cess to the re­search op­por­tu­ni­ties in the lat­est AI has been a great in­cen­tive for at­tract­ing some of the best tal­ent in this area.” said Sindhu Joseph.

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