AI is the augmented intelligence which enhances human capabilities: Chief Digital Officer, Genpact
1301 Views12 Aug 2020, 11:00 AM
The trends of AI have been gradually changing the landscape of various industries. According to a survey by Genpact, 67% of consumers worry about AI discriminating against them, and 64% fear that AI will make decisions that affect them without their knowledge, companies that understand these issues and act accordingly can succeed.
In this regard, TechGig spoke to Sanjay Srivastava, Chief Digital Officer, Genpact. Here's what he shared with us.
What are the trends in the new normal from an AI perspective?
Disruption creates new opportunities for growth and businesses across the world should look to, and plan early for, that growth as we rebound out of this crisis. We are already seeing trends which encompasses the below:
Accelerated move to the cloud
We're seeing that businesses are accelerating their digital transformation. Prior to COVID-19, many were on a five-year roadmap to digitize their operations. Now, most want to become fully digital within just two years. In fact, there has been an accelerated consumption of cloud-based services and solutions and we are seeing a 10x faster business acceleration to the cloud.
The COVID-19 pandemic is fundamentally changing the way we do business.
Predictive analytics will drive an optimised reality. Customers expect the companies they engage with to anticipate their needs and behaviors. This is only possible utilizing predictive insights and analytics. Predictive insights improve resilience and will transform operations. Using accurate prediction models will allow businesses to shift from a reactionary detect-and-respond paradigm to a proactive foresee-and-prevent model that also enables businesses to react seamlessly to the unpredictable. The ability to predict with precision and at scale will change business models – and, once again, redefine consumer expectations.
Businesses need to create employee experiences, rather than just using technology - The best and most updated technology does not necessarily equate to providing the best experience to your workforce. A deliberate and strategic vision aligned with user needs should be the defining factor when harnessing technology.
In the new world, digital customer experience will need to reinvent these old ways of engaging with customers and transacting business. And this redesign will require reimagining entire customer journeys, building new digital capability, intelligently automating much of lower value tasks, and improving the customer experience digitally.
What are the impacts of AI technology on the future of work?
AI will have an impact on jobs, but not what most people think. According to me, the future of work will be about the need for humans to adapt their skill sets to leverage this digital age.
The successful workforce of the future will bring a trainable and curious mindset. To prepare for a future of constant skills development and retraining. This mindset not only embraces new opportunities and skillsets, but seeks them out. Additionally, the way we learn is going to change, and businesses will have to put a greater emphasis on reskilling, upskilling and virtual training. However, mandated, one-size-fits-all reskilling and training programs don't enable employees to discover their skills, identify their gaps, and hone their potential through customised knowledge paths and plans.
What are the opportunities of adopting AI by organisations?
Never waste a crisis. One of the things the pandemic has shown us is that digital transformation is no longer a "nice to have" it's a "must have". The digital transformation choices that organisations make today as they move from offline to online will help them prepare for a future in which they will need to demonstrate a more holistic outlook, act more transparently and ethically, and deliver hyper personalised experiences.
Most enterprises are already in agreement that artificial intelligence can bring unparalleled value to their organisation. We don't think of AI as artificial intelligence, we think of it as augmented intelligence – that which augments a human's capabilities with machine learning and AI for example. At the same time, AI is changing the future of work and reinventing business models for enterprises. With digital transformation moving beyond the CIO, value is being created by driving true experience-led journeys that reimagine siloed organisations as seamless end-to-end enterprises.
How to address skill gaps in this domain?
In the long term, how and where businesses attract, retain, and train top talent will change, and we believe that curiosity and continuous upskilling will become the new KPIs.
The successful workforce of the future will bring a trainable and curious mindset. Workers shouldn't fear AI or disruption but adopt a "trainable" and continuously curious mindset to prepare for a future of constant skills development and retraining. This mindset not only embraces new opportunities and skill sets but seeks them out.
We have rolled out an online learning platform - Adapt and Rise - aimed at helping professionals boost their skills and competencies to succeed in the digital age, at no cost. We have 1500 pieces of content, more than 1000 hours of learning available in Adapt and Rise. The platform leverages Genpact's expertise honed from delivering real-world change for its diverse portfolio of clients. By opening to the public, parts of its highly successful continuous learning platform, Genome, Genpact will be able to help talent acquire new skills and evolve quickly as industries and technologies change.
What are your thoughts on AI strategy?
AI – as Augmented Intelligence
We don't think of AI as artificial intelligence, we think of AI as augmented intelligence. AI and data analytics can bring possible solutions to us at amazing speed, but "the last mile," the actual decision, still belongs to humans only and it is how enterprises can truly act with confidence. One way to think about this is AI is a prediction capability – and as good as it can be, it will always require judgment and action in responding to that prediction – something that will always fall back to humans. This is the concept of "humans in the loop" and in the end, ensures the proper use of augmented intelligence that will give an edge to companies.
Need for modularisation:
The top barriers to AI adoption are the lack of skills to design, implement, and maintain AI solutions, and no clarity on where to use AI effectively. And so, we need to think about AI in modules – in small components that can re-aggregate into larger business processes. Genpact is using AI in multiple ways, most notable being its digital business platform called Genpact Cora, which collects and analyses the available data and makes recommendations to clients. Genpact Cora's Pretrained AI Accelerators are designed to address the critical barriers to AI adoption in the enterprise. These pre-built engines combine AI technology, deep data sets, and pretrained, contextually relevant industry domain expertise, drawing on Genpact's experience running operations for hundreds of large companies across multiple industries.
Ethical governance:
AI is intrinsic and influential. As a result, there have been concerns regarding how organisations use it to make decisions. Concerns over bias in AI systems and lack of skills to design AI solutions are not new, but there seems to be an increase in board-level recognition of the pitfalls of this and the need for ethical frameworks.
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1AI is the augmented intelligence which enhances human capabilities: Chief Digital Officer, Genpact
2The potential of AI is limitless: Balakrishna D R, SVP, Service Offering Head - ECS, AI & Automation
3This is the time to adopt new capabilities: Ranadheer Velamuri, Director, Tesco Technology
4Our focus is on creating a culture of continuous upskilling: Chief Technology & Product Officer at Acko
5Head of AI and Cognitive Services of Xebia shares his mantra for cracking an AI domain interview
6Co-founder & CTO from Qubole shares the list of tech problems AI will solve in the future
7"Certification is a key differentiator to further a career in RPA," says VP, Global Training and Certification at Automation Anywhere
8From BITS Pilani to Boston: Presenting the professional entrepreneur of Indium Software
9IoT is set to increase at a rapid pace in the coming years, says UdayaBhaskar Rao Abburu, CEO, iRAM Technologies
10Here's how Dr Ranjit Nair, CEO and Founder of Germin8 pursued a successful career in AI