WE CAN BE THE R&D LAB OF THE WORLD

Natarajan Radhakrishnan, President and CIO, Hinduja Global Solutions, talks about the latest tech and industry trends, the importance of using data responsibly, the disruptive power of Generative AI, the three Normals and how the country is placed in its India 2047 Mission. Edited excerpts from a comprehensive video interview...

- Sunil Rajguru

On the latest trends…

We used to talk about the technology and IT services industry on one side and BPM on the other: The skills required, the way services were delivered and client expectations. These were dramatically different between the two. But that line is now going away, and it is becoming one continuum. Today for delivering BPM and customer experience services, lots of technology is needed. Similarly for delivering technology services, you need process experience.

ChatGPT has become a generic name even though it’s a brand. We also have Bard and other large language models coming. This will fundamentally alter the way customer experience services are delivered. Gen AI-enabled chatbots and conversational bots keep learning on the job and build a knowledge repository over a period. Customer experience is becoming much more seamless due to that.

Another interesting thing is voice and visual search. you can have voice clips and find out where they originated from. When you see a particular visual, you want to know what that product is and who manufactured it. Earlier it was very difficult, but today you have visual search.

Then there’s cybersecurity. Every year exponentially number of cybersecurity incidents and threats are increasing. It is immense and an unbelievable growth for me. you can have all kind of defenders, virus protection etc, despite that there is always an incident.