DEMOCRATIZING AI
J A G D I S H M I T R A
Chief Strategy & Marketing Officer, Tech Mahindra

• 113000+ associates across 90+ c
ountries
• 1200 clients globally
• Growth > 10% YOY
• Top NON US company among the
FORBES DIGITAL 100 globally
• Top IT services company among t
he FORBES DIGITAL 100 globally

Copyright © 2018 | Tech Mahindra | All rights reserved.
AI HAS ACHIEVED SOME
I N C R E D I B L E F E AT S

Copyright © 2018 | Tech Mahindra | All rights reserved.
Av e r a g e + 3 0 % I N C R E A S E i n
i n d u s t r y s h a r e o f p r o f i t b y 2 0 3 5
$ 1 5 . 7 T R I L L I O N w i l l b e a d d e d
b y A I i n G l o b a l E c o n o m yPROMISE
VALUE
HOPE
S o u r c e : F r o n t i e r E c o n o m i c s , C N B C , N C B I , U S C o u r t s . P w C , G a r t n e r
U s e o f A I / M L i n s o c i a l i m p a c t ,
l e g a l , d i s e a s e d i s c o v e r y

Copyright © 2018 | Tech Mahindra | All rights reserved.
AT THE SAME TIME AI HAS
B R O U G H T I N

LIMITED
ADOPTION
2 0 % o f c o m p a n i e s h a v e i n c o r p o r a t e d A I i n
s o m e o f f e r i n g s o r p r o c e s s e s .
5 % c o m p a n i e s h a v e e x t e n s i v e l y
i n c o r p o r a t e d A I i n o f f e r i n g s o r p r o c e s s e s .
T h e l a r g e s t c o m p a n i e s — t h o s e w i t h a t
l e a s t 1 0 0 , 0 0 0 + e m p l o y e e s — a r e t h e m o s t
l i k e l y t o h a v e a n A I s t r a t e g y, b u t l e s s t h a n
h a l f h a v e o n e .
O u r O b s e r v a t i o n : S i l o ’ e d v i e w o f A I
s t r a t e g y, l a c k o f s y n e r g y a c r o s s f u n c t i o n s ,
R O I , f u n d i n g
S o u r c e : M I T S t u d y

LIMITED
CONFIDENCE
I m p a c t o f A I o n e n t e r p r i s e i s l i m i t e d
t o p r o d u c t i v i t y a n d c o s t
O N E Y E A R o r m o r e a v e r a g e t i m e
r e q u i r e d f o r v a l u e r e a l i z a t i o n f o r
c o m p l i c a t e d u s e - c a s e s w i t h h u g e
u p f r o n t i n v e s t m e n t
A v a i l a b i l i t y o f i n t e g r a t e d , u n b i a s e d
a n d c l e a n t r a i n i n g d a t a
O u r o b s e r v a t i o n : L a c k o f d a t a a v a i l a b i l i t y, t a l e n t
/ s k i l l s , f u n d i n g , b u s i n e s s c a s e

H U M A N M I N D S U N D E R S TA N D
L I N E A R L O G I C
Yo u r m o r t g a g e a p p l i c a t i o n i s r e j e c t e d
b e c a u s e y o u r b u y i n g p a t t e r n i s
e r r a t i c , y o u r w i f e l o s t h e r j o b , y o u
h a d h i g h i n s u r a n c e c l a i m s f o r y o u r
d e p e n d e n t p a r e n t s , m a r k e t i s v o l a t i l e
a n d y o u ’ v e a b a d c r e d i t h i s t o r y …
Yo u r m o r t g a g e a p p l i c a t i o n i s r e j e c t e d
b e c a u s e y o u ’ v e b a d c r e d i t h i s t o r y
MORE
CONFUSION
O u r o b s e r v a t i o n : L a c k o f t r u s t w i t h e n d c u s t o m e r

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S O , H O W D O E S A N
E N T E R P R I S E S C A L E A I
F O R C R E AT I N G A
B U S I N E S S I M PA C T

IT IS MORE
IMPORTANT TO
KNOW WHERE
AI CAN’T YET
PROVIDE VALUE

6 STEPS TO
USE AI
BEYOND
AUTOMATION
TO CREATE
BUSINESS
VALUE
I d e n t i f y a l l t o u c h p o i n t s t o e n h a n c e C x
e . g . h y p e r - p e r s o n a l i z e d p r o m o s b a s e d o n b u y i n g
p a t t e r n ( R e c o m m e n d a t i o n e n g i n e )
P r o c e s s , P r o d u c t a n d P l a t f o r m s s t r a t e g y t o
i d e n t i f y r i g h t i n t e r v e n t i o n s f o r A I
e . g . V i s i o n o f e n d o b j e c t i v e f o r a n E 2 E A I e n a b l e d
p r o c e s s
S c a l a b l e e n o u g h f o r a f u t u r e s t a t e
e . g . U s i n g s o c i a l - m e d i a f o r P r o d u c t i n n o v a t i o n ( D e e p
L e a r n i n g )
I d e n t i f i c a t i o n o f E 2 E e n t e r p r i s e p r o c e s s g a p s
e . g . C o g n i t i v e P r o c u r e m e n t A d v i s o r y , I t e m M a s t e r l i s t
r a t i o n a l i z a t i o n ( D a t a s c i e n c e , Te x t A n a l y t i c s )
I n t e g r a t e d v i e w o f d a t a a t e v e r y l e v e l
e . g . C R M , O m n i - c h a n n e l , P r o d u c t c a t a l o g u e
B u i l d i n g b l o c k s o f Te c h n o l o g y a r e a v a i l a b l e
t o c r e a t e r i g h t e x p e r i e n c e
e . g . C o n n e c t e d s y s t e m s a n d i n f r a s t r u c t u r e f o r A I t o
c r e a t e r i g h t e x p e r i e n c e

EMBRACE A
CULTURE WHERE
MAN AND MACHINE
ESTABLISH A BOND
E n c o u r a g e o p e n “ A I c u l t u r e ”
f o r d i g i t a l w o r k f o r c e t o c r e a t e
m u l t i p l i e r e f f e c t
E f f e c t i v e l y i m p l e m e n t C h a n g e
M a n a g e m e n t t o e s t a b l i s h M a n -
M a c h i n e C o l l a b o r a t i o n
C r o w d s o u r c e c a p a b i l i t y t o
c r e a t e n e w d i s r u p t i v e
b u s i n e s s o p p o r t u n i t i e s

Global wealth Management
Customer approached us for
back-office Automation
Broken Process,
Disparate AI
strategy, Disparate
technology by
Function
Setup an AI CoE to
build a uniform strategy
for Process, Product
and Platform
Ideation to enable
unconstrained thinking (“AI
Thinking”)
Process evaluation
of Back-office
operations
Process re-design,
Business Modeller,
Business Outcome
Design Thinking to
identify stakeholder
roadmap
Product Roadmap
Design and
development
RITA
BOND BEYOND
THE BOT
JOURNEY THAT WE TOOK WITH A GLOBAL WEALTH
MANAGEMENT MAJOR TO TAKE ARTIFICIAL
INTELLIGENCE BEYOND AUTOMATION

Global CPG Customer
approached us for RPA
implementation
Helped in Product
evaluation – RPA,
Knowledge Discovery tool
NesBOT
implemented across
entire IT landscape
Pilot for RPA (UNO)
and NLP Bot
Process re-design,
Platform for BOT
orchestrattion
Integration of Voice
BOT with RPA and AI
AIOps adopted
as a future
roadmap
BOND BEYOND
THE BOT
JOURNEY THAT WE TOOK WITH A GLOBAL
CONSUMER GOODS COMPANY FOR INTELLIGENT
AUTOMATION IN IT OPERATIONS

Pockets of automation for
maintaining our internal tools
(CIO function)
Lack of integrated
data layer – data
strategy
AI CoE was in place,
initiated crowdsourced
ideation on Automation for
various functions (BOTIFY)
Expanding
crowdsourced ideas
for E2E process
Product Strategy for RPA
(UNO), Virtual Assistant
(entellio), OCR/ICR (abby)
Design Thinking to
identify stakeholder
roadmap
E2E Automation for
• Finance Operations
• Invoice Processing
• Claims
• Order Management
• Marketing Operations
• Campaign Management
• Knowledge discovery
• Inside Sales
• HR Operations
• On-boarding
• Background Check
• Facial Recognition
BOND BEYOND
THE BOT
JOURNEY THAT WE TOOK FOR US – WE PRACTICE
WHAT WE PREACH

A 3 6 0 0 c a m p a i g n t o e n c o u r a g e
l i m i t l e s s t h i n k i n g , s k i l l d e v e l o p m e n t ,
n u r t u r i n g a c u l t u r e o f i n n o v a t i o n a n d
c r e a t i v i t y … e x p e r i e n c e t h r o u g h
i n c l u s i v i t y
B u i l t o n o p e n s o u r c e , A c u m o s i s a
• D i s t r i b u t e d A I m a r k e t p l a c e
• P l a t f o r m t o h a r m o n i z e A I s o l u t i o n s
• E c o s ys t e m t o e x p e d i t e c o l l a b o r a t i o n
& i n n o v a t i o n
DEMOCRATIZING
EXTERNALLY AND INTERNALLY
AI

TechM Growth Factory building skills to its
workforce and beyond on Artificial
Intelligence
DEMOCRATIZING
EXTERNALLY AND INTERNALLY
AI
Partnership with the Global Climate Action
Summit (GCAS) to launch #AI4Action, the
first global Artificial Intelligence (AI)
challenge on Acumos aimed at delivering
solutions for climate change.

Questions