Wipro, India’s third largest IT services exporter, has entered into automation technology space through its in-house artificial intelligence platform, Holmes. The company expects the platform to create a differentiation in the marketplace.
Holmes, developed after four years of research, is built on an open-source technology. This can be used to automate industry specific business process.
Recently, Wipro had bagged a contract from Nexenta to implement Holmes, which is expected to automate the process of their customer services helpdesk by automatically generating tickets.
Outsourcing advisory firm Everest Group’s CEO Peter Bendor-Samuel believes the effort made by Wipro through Holmes is a recognition of the profound changes sweeping the IT services industry.
“They have recognised not only the customer impact of implementing automation in their workflow, but also the impact on the service provider,” Samuel said in his blog Sherpas in Blue Shirts.
Technologies such artificial intelligence leading to automation has become a buzzword for the $146-billion Indian IT sector as it scout for newer ways of delivering services.
Wipro chief technology officer KR Sanjiv said, “Traditional IT systems are designed to solve problems that are precise and repetitive. However, strong reasoning capabilities and the ability to contextualise will be key to enabling superior business outcome.” He felt Wipro was confident of achieving the objective of automation with Nexenta through Holmes.
IT industry analyst Sid Pai said these technologies were available in the past as well, but were not used. “Robotics, digitlisation and cloud are the future. Any company willing to take risk by investing in these areas will succeed,” he said.
However, future remains uncertain and there is no guarantee on the kind of business impact these technologies would have on companies as this could literally overturn their current business model. Pai felt that Wipro has the strongest chance of succeeding in this roadmap as the company has the history of changing its core business model.