| |JULY 201719CIOReviewjust within the enterprise but also outside enterprise, there is also lot of intelligence available outside the en-terprise on subject matters that we want analyze within our operations.Automation to Bring Non-Linearity in IT SpaceFrom testing savants to intelligent bots, IT services companies are moving towards AI & automation to take over mundane and repetitive tasks. Automation is not something that happened yesterday. It had set stage the day the first super computer was innovated. So we have progressed a long way from having a paper based opera-tion in all our functions ­ in the context of an enterprise. We have moved to a digital environment. ITES indus-try looks has been introduced to bring about business process transformation ­ that is the business process of-ferings we offer where we streamline business processes and improve existing processes.Zero Wastage of Consumer Data Every organization is very sensitive to sharing their consumer data (that's what they hold closest to their heart). As service providers if we want to build some intelligence around the transactions that we have ­ there are opportunities of deriving co-relations between our services providers, our agents who service our clients re-quests be it inbound call or outbound call with the client who has raised it.Our scope of visibility to the customer is restricted to the information we bear about the customer. The model that we built will be richer if we are privy to customer information. So that really is the tipping point and if clients are able to work out a format in which patterns of customer interactions [that they maintain in their CRM] are made available to the predictive modeling engines that are run through our data sciences lab (at their own shop or at the service provider shop) it will help the customers gain more insights on what are their client behavior patterns and then service them better.Digitization is the corner-stone of enterprise IT trans-formation initiatives. At the primary, we have certain strategic imperatives, some of our primary programs that we plan to achieve in this year is an integrated enterprise IT suite that will service every single employee consistently using a SaaS model, provide services on their mobile app and provide the right analyt-ics on their respective areas at their doorstep ­ be it providing based on the profile of the user, providing them an email, pro-viding them periodic statistics on their performance that will help them to better themselves in their job, providing them a portal where they can drop all their ana-lytics. So SMAC is our prime most focus in our digital transformation en-deavors for HGS. From testing savants to intelligent bots, IT services companies are moving towards AI & automation to take over mundane and repetitive tasks
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