Tech Mahindra is using generative AI (GenAI) to code faster, showcasing how AI is revolutionising internal processes to boost efficiency, Kunal Purohit, Tech Mahindra’s chief digital services officer told FE.
“One area where the adoption has significantly increased is using generative AI-based pair programming,” Purohit said. This technology automates code writing, test cases, and scripting, allowing for faster development and enhanced productivity, he added.
Many customers of the IT company are also utilising this approach to write new code, add features, and build applications, demonstrating the impactful integration of AI in their processes.
“AI has been a disruption. Over the last year, we saw customers evaluating the merit and risks of using AI. This year, customers are not just more aware of how to use AI efficiently, but also deploying it to create outcomes,” Purohit said.
Another area of AI adoption is in operations, where AI and genAI are being infused into larger parts of the technology stack. Purohit said: “Today, we are infusing what we call Ops Amplifier to embed AI and generative AI into not just correlating the problem with the ticket but also being able to bring generative AI to automate scripting that can resolve that particular problem,” he said. This integration improves the productivity of engineers and the overall efficacy of the operations.
AI is also being infused into applications and business processes, transforming service engineers into “super agents” by enhancing their capabilities and improving turnaround times. For example, a global manufacturing company uses genAI to expedite employee onboarding, improving the experience for new hires who speak multiple languages, he said.
The advancement and adaptation of AI are leading to a rise in demand for prompt engineers and specialised talent. Tech Mahindra is actively recruiting and training individuals with foundational AI skills. Purohit said, “Last year, we saw many open positions for prompt engineers, a role unheard of ten years ago. We are training our employees through a four-tier AI proficiency index, ensuring they can handle AI-related tasks effectively”.
Focus on BFSI Sector
Tech Mahindra is placing a strong emphasis on the BFSI (Banking, Financial Services, and Insurance) sector, developing 50 new use cases in financial services alone. These include models for fraud detection and know-your-business (KYB) processes. “We are going deeper into creating solutions for fraud detection and KYB, ensuring compliance with regulatory norms while enhancing efficiency,” Purohit said.
Regarding monetisation, Tech Mahindra is exploring various models based on customer maturity and needs. “The monetisation question will play out over the coming years. There is a win-win situation for everyone in the marketplace, whether through curated models or fixed-price projects, as long as the outcome is achieved,” Purohit added.
