IT company Tech Mahindra has shaped its Generative AI (GenAI) strategy around a framework it calls “AI delivered right,” which focuses on four key outcomes, Kunal Purohit, President – Next Gen Services at TechM told FE.
The company is seeing clear benefits from its adoption of GenAI with measurable results across the four areas: productivity, transformation, innovation and assurance. According to Purohit enterprises are now moving away from a digital operating model and are beginning to embrace a cognitive approach powered by AI, data, and security.
“There is one very strong underlying theme that is playing out for everyone in the market,” he said. “Enterprises are moving away from the digital operating model… to now becoming cognitive in their operating model.”
The company has seen improvements of 30-50% in productivity while in terms of transformation, GenAI and agentic AI tools have helped businesses improve performance by 15-17% in some cases. Purohit gave an example from the telecom sector.
“For a telco customer, we were able to improve the first call resolution by 17%,” he said. “You’re delivering on transformation around either the technology stack or the business process stack.”
The third area, innovation, is being enabled through AI agents. Purohit shared an example of a pharmaceutical company that used AI agents to automate the adverse impact reporting process following the launch of a new drug.
“Agent one collecting the data, agent two classifying it… agent three creating a report and filing for regulatory and compliance,” he explained.
For assurance, Purohit emphasised the importance of responsible and secure AI use, especially with upcoming global regulations. “There is a significant milestone coming up in August 2025… where every enterprise needs to be ready to report back on readiness on risk category two.” He added, “100% of it is around setting up the right guardrails, getting the responsible AI practices in.”
He added that Tech Mahindra has created benchmarks comparing various tools. “If you use product A, it will cost you X dollars per subscription per person per month… 27% productivity in Python code creation. Whereas… product B… will give you 33% productivity improvement.”
From a sectoral point of view, Tech Mahindra continues to focus on industries like telecom, manufacturing, financial services, and healthcare and life sciences.
“Some industries are looking at AI within operations… some customer experience transformation,” said Purohit. “Each industry is at a different level of maturity.”
He also noted that in data-sensitive industries such as financial services, the company ensures that ‘there are enough and more checks and balances being put to ensure the right level of security’.
On whether Tech Mahindra is shifting to a more consultative, AI-led approach, Purohit said that the company already has a dedicated data and AI consulting division. “This division has been growing very, very fast,” he said, adding that it is also helping with regulatory compliance.
