US based telecommunications giant achieved significant reduction in operational costs along with improved customer experience by adopting Oracle’s cloud-based Knowledge Advanced (KA) solution.
Capability Overview & Deep Dive into Key Offerings
- Unified Automation Platform
- Mobile Device Lab
- Performance Engineering
- Predictive Analytics
- Quality as a Service
- Product Development & Automation
- Infogain Experience
What Infogain brings to table
- Drives Agile Adoption assessment at the enterprise level.
- Enable enterprise Journey from transformation -> implementation -> Continuous Improvement ( maturity assessment )
- Portfolio and Program level enablement
- Agile best practices
- Agile Key Metrics
- A maturity assessment framework
Human resources as a function has experienced significant changes in the last decade due to the evolution of technologies. Today, artificial intelligence (AI) is reshaping the way companies hire, manage and engage with their workforce. Advanced data-driven technology is rapidly making its way into the HR industry as businesses are focusing more on creating an employee-oriented corporate culture. Recruitment is no more a tedious process for HR practitioners as it no longer entails time-consuming activities such as manually screening the resumes of the prospective candidates, making phone calls or replying to candidates via emails. These mundane errands are now managed by smart technologies designed to replicate human conversation, thus enabling HR experts to contemplate the bigger picture. According to the India Report of Deloitte’s 5th Annual Global Human Capital Trends, 53% of companies are revamping their HR programmes to deploy digital tools, while 22% have already leveraged AI to deliver HR solutions.
Today, employee engagement is crucial for every business agenda because it plays a key role in boosting productivity and helping businesses stay competitive in the market. Gone are the days when HR experts relied on burdensome annual surveys to evaluate employee engagement that often generated erroneous results. In order to redefine performance management, the progressive HR leader can count on real-time data to measure employee engagement and identify problem areas to improve work culture by predicting workforce trends. Moreover, real-time data enables HR experts to take prompt action in a personalised manner.
AI and machine learning (ML), the current buzzwords in technology, have significant implications for human resource management practices. AI breaks down and transforms data into a format that is easy to construe; ML, on the other hand, is an advanced form of AI that scans data to identify patterns and modifies programme actions correspondingly.
The insights put forward by AI/ML generate suitable data to help HR practitioners retain and motivate existing employees and to also recruit new ones. Moreover, AI and ML-powered suggestions utilise historical records to recommend the best solutions to resolve expected problems, thus helping HR leaders develop HRM programmes based on smart data.
AI-powered HR chatbots
HR chatbots reinforce employee relations and support workforce engagement. This is why HR solution providers and flourishing startups are increasingly adopting HR chatbots that make use of the accumulated data to streamline and automate the hiring process to enhance efficiency. In addition to storing personalised information on employees, AI/ML-powered chatbots offer multiple advantages, such as easy accessibility, endless conversation with users, instantaneous response, round-the-clock availability, and strong cross-channel integration. For example, if you are planning to take a day off without prior notice, you would simply leave a text stating that you were on leave that particular day. The bot will then ask your manager if the leave can be granted or not. The leave will be confirmed once your manager approves the same.
Advantages of implementing AI and ML in HR
Individualisation: HR leaders are embracing modern training methods in order to manage a multi-generational workforce and tech-savvy millennials who expect instantaneous solutions to their queries. Moreover, different individuals are characterised by different learning styles, and to accommodate that, HR leaders use AI to individualise corporate training. AI captures useful employee data pertaining to a broad array of worthwhile learning experiences and behavioural appraisal of potential employees. The AI/ML algorithms offer suggestions when it comes to training the workforce, thus making training programmes more rewarding. What’s more, the training programmes can also be modified to make the training outcome more effectual.
Diminishes biased appraisals: The major challenge that HR managers face during performance appraisals is to remain unbiased. AI/ ML algorithms go beyond spreadsheet analysis by carrying out employee assessments via regular, unprejudiced performance appraisals. Similarly, you can utilise these technologies to evaluate the career path of your employees to prepare them for career advancement.
Estimating workplace morale: The HR industry is increasingly leveraging AI/ML as they are adept at identifying performance patterns over time. These robotic technologies come with face-recognition technologies that are capable of identifying gender and measuring employees’ psycho-emotional traits on a scale from very sad to euphoric. With the data accumulated by these technologies, organisations can develop a closer bond with their workforce by utilising the derived insights to empower employees so that they can identify their true potential.
Simplifies recruitment procedure: AI/ML have optimised every stage of the recruitment process by equipping HR leaders with personalised research tools to pick out the finest talent in the industry. An applicant tracking software (ATS) can ease the trouble of an HR practitioner who has to go through countless resumes, thereby reducing blunders and ambiguities during recruitment. ATS can analyse incalculable resumes based on keywords, location, qualification and expertise. Just tell the ATR about a job position you need to fill and it will instantly recommend the right candidate besides enabling you to interview the candidate. Natural language processing, an inbuilt specialist tool found in ATR, drives predictive language analysis to accelerate recruitment by enabling HR experts to shortlist candidates faster and with fewer slip-ups.
Simplifies payroll: HR bots can also take care of payroll and expenses efficiently. You do not need to spend time filling out forms for documenting transportation expenses. Just notify the bot and it will get your bills approved by your manager.
Improved prediction models: AI and ML have the potential to know your company better— whether it is forecasting your future ROI, increased or reduced engagement levels of employees, problems pertaining to completion of projects and other unforeseen glitches that would normally take years to come into sight.
Barriers to AI adoption
AI/ML are no doubt penetrating quickly into the HR industry; however, a number of obstacles are also being witnessed, including lack of expertise to adopt automation, lack of support for change management, and lack of infrastructure to manage employee records. Nevertheless, robots can’t substitute the human in HR as they cannot address sensitive problems in the workplace like a human being.
The road ahead
AI and ML are two essential tech-trends that need to be embraced for driving inch-perfect decision-making and effective people management. In order to tackle the obstacles, HR teams should be encouraged to alleviate their fears. Employers should train the HR department to work in conjunction with advanced technologies so as to comprehend the power of robotics in HR.
Simultaneously, new job roles should be identified to fully utilise AI/ML in HR industry. Last but not least, teams with different functional expertise such as HR and IT should have a unanimous vision for workforce experience and define concrete technology goals to turn the vision into reality.
HR functions are becoming increasingly liable to propel business growth. Disinclination towards digital HR can prove disastrous to an overall business; therefore, the HR industry should equip itself for an AI/ ML-powered future as these technologies, if combined with human capabilities, would bring on more intelligent HR solutions.
Anupam Jauhari is vice president of human resources at Infogain, a Silicon Valley-based global IT consulting firm.
News Originally Posted on: VCCiRCLE
Los Gatos, December 18, 2017: Infogain, a leading business and IT consulting leader, announced that Zinnov has acknowledged the company as an “Established and Niche Player” in its recent study on the global rankings of Service Providers in the R&D segment for 2017, titled “Zinnov Zones 2017 – Product Engineering Services.” In addition, Zinnov positioned the company in the “Leadership Zone” for Consumer Software and “Execution Zone” for Enterprise Software.
“Zinnov Zones 2017 – Product Engineering Services” is an analysis of the Global Engineering R&D landscape, evolving customer preferences, and assessment of Service Providers in this space. It rates 40+ service providers on their product engineering prowess. Service providers are assessed based on multiple dimensions such as spread and maturity of delivery and services capabilities, scalability, growth rate, financials, innovation & IP, ecosystem linkages and feedback from enterprise buyers. For additional details, please visit: http://zinnovzones.com/Product-Engineering-Services
Mr. Prashant Karnik, SVP & GM, Hi-Tech Business Unit, said “We are proud to be recognized by Zinnov for the second year in a row. Infogain continues to exhibit its thought leadership position and is committed to invest in new technologies and solutions focusing on market demand and client requirements.”
Infogain (www.infogain.com) provides front-end, customer-facing technologies, processes and applications that lead to a more efficient and streamlined customer experience for enterprises in the US, Europe, the Middle East, Asia Pacific and India. Offering solutions for the high-tech, retail, insurance, healthcare and travel & hospitality verticals, Infogain specializes in areas such as software product engineering, digital service automation, cloud, mobility, testing and business intelligence & analytics. The company has 9 delivery centers and close to 4000 employees globally. Infogain has a customer retention rate of 90%+ over a five-year period.
Zinnov was founded in 2002, with presence in Bangalore, Gurgaon, Silicon Valley, and Houston. Since its inception, Zinnov has built in-depth expertise in Product Engineering and Digital Transformation. With a strong foundation in Research and Strategy Consulting they enable their clients to accelerate growth and create efficiencies through innovation, productivity, technology, networked economies and cost savings. They work with clients in the Software, Automotive, Telecom & Networking, Consumer Electronics, Storage, Healthcare, Financial Services & Retail, Semiconductor verticals in US, Europe, Japan & India.
For any further media queries, please contact Nitika Goel at firstname.lastname@example.org
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VP – Marketing
Many small and medium enterprises (SMEs) are using few tools for Finance and accounting, in addition to HR and administration; while some have adopted Enterprise Resource Planning (ERP) as well. Unfortunately, SMEs are slow to adopt technology that can bring innovation to their business, leading to better customer services, CRO, Infogain, Vinay Rawat told SME Times in an interview.
He said, “The challenges are often lack of budget, infrastructure or lack of required skill sets. With new age technologies like cloud and cloud-based solutions, the adoption of technologies will be faster. Especially with cloud-based solutions, there are no hassles of investment in infrastructure and setting up a team can be managed through third party support.”
Excerpts of the interview…
Infogain is a global IT services provider. Do you cater to the IT requirements of the small and medium enterprise (SME) sector?
Vinay Rawat: The SME sector in India has contributed significantly to the economic growth by boosting India’s exports, creating employment opportunities and prompting entrepreneurship and/or innovation. However, the adoption of technology in this sector is still very low and technology is not considered a business enabler. Many of businesses in SME segment are using few tools for Finance and accounting, in addition to HR and administration; while some may have adopted ERP as well. Unfortunately, SME’s are slow to adopt technology that can bring innovation to their business, leading to better customer services. The challenges are often lack of budget, infrastructure or lack of required skill sets. With new age technologies like cloud and cloud-based solutions, the adoption of technologies will be faster. Especially with cloud-based solutions, there are no hassles of investment in infrastructure and setting up a team can be managed through third party support. Cloud based BI or Analytics tools lead to greater customer insights and because of their inherent agility, it is much easier to adopt these technologies. Even social and mobility solutions can improve SMEs customer acquisition, operational efficiency and workforce efficiency. Infogain has capabilities and provides solutions in each of the segments including cloud, mobility and analytics.
What is Infogain 2.0? How is the progress on that?
Vinay Rawat: Infogain 2.0 is the next phase of growth focusing on automation and Intelligence, in addition to providing consulting with a solution led approach. We have streamlined our internal solutions and defined our offerings sharply, that can be readily taken to our customers. We have strengthened our solution team and our solution leaders are collaborating with clients to understand how these technologies are bringing business wide transformation.
We have recently launched a new Innovation Lab at our headquarters in Los Gatos California. We are also partnering with niche solutions providers like Arya.Ai, The Math Company, AppOrbit and Automation Anywhere to deliver cutting edge solutions in Artificial Intelligence, Machine Learning or RPA space.
Infogain is committed to adoption of newer technologies and building/delivering world-class customer centric solutions. Zinnov rated our company in the “Leadership Zone” in Zinnov’s Digital Services 2017 survey.
What kind of technologies is Infogain investing?
Vinay Rawat: Infogain is focusing on enhancing end-to-end Digital Transformation capabilities that includes Digital Consulting, UI/UX, Mobility, Cloud, RPA, Machine Learning/AI, BOTS, Analytics, Business Assurance, DevOps.
Infogain is also investing in developing digital platforms like UAP- Infogain’s proprietary framework for intelligent test automation. cEngage- Infogain’s Engage Platform that addresses gaps in Customer Experience Center and recommending intelligent, modern day technologies that help fulfill these gaps.
Internally, we are creating talent groups on machine learning, RPA and other new edge technologies to leverage the experience and expertise of employees who are already experienced in these areas.
Can you give us some recent examples from your customers?
Vinay Rawat: We have observed a lot of traction among customers interested in adopting automation and intelligence. We helped a leading technology company to implement a machine learning aided search algorithm for their website and knowledge/content management. Similarly, we helped an insurance industry technology leader in automating their FNOL processes and responses and create AI-based voice apps.
Recently, we received a request from a leading Insurance player in Singapore to automate credit card transmission and update records on web and support systems. In another instance a customer wanted to consolidate reports from many disparate systems. With automation, the consolidation step was reduced from 60 minutes to 6 minutes. We are also invited by many of our customers to present on technologies such as integrated testing, DevOps and predictive analytics at their internal meetings/workshops.
Infogain spoke about Innovation Labs in the previous conversation. What kinds of value add they will bring to the customer?
Vinay Rawat: The purpose of the Innovation Lab is to help our clients simulate and experience next generation technologies by demonstrating how this would be an enabler for growth and innovation. Our “experience labs” help customers and prospects pull together answers to their questions quickly, visualize the potential impact on their current ways of working and prepare ground for required changes. These are highly valued uses cases in all industry segments.
What are the major challenges that your sector is facing in India?
Vinay Rawat: The IT industry is faced with changing customer business models and a rapidly evolving technology landscape that forces IT providers to re-invent themselves. The challenge is to bring in constant innovation, invest in new technologies and develop new skills and/or re-skill existing employees. Also, clients’ discretionary IT spend is low and clients are more cautious in evaluating and adopting technology because they want tangible business benefits before they make an investment. Today, market is far more competitive with niche technology providers who are agile, accommodative and delivers expertise in the emerging technology space.
What are you (Infogain) doing to overcome these challenges?
Vinay Rawat: We are strengthening our solutions and services in Digital space. We are collaborating with customers conducting joint workshops and events to assess changing business requirements and making them aware of market changes. It is important for us to get a buy in from our customers for use cases with proven ROI. Internally, we have sharply defined our services and are collaborating with industry analysts and partners to refine them consistently. In addition, we are also seeking innovative partners to build on our strengths. Infogain teams are experienced and trained in new technologies and we have forums (e.g. Innovation Fest) to promote new ideas within the organization. Teams have showcased some fantastic ideas on ChatBots, SmartBots, Augmented Reality and others that can deliver great value to our clients.
News Originally Posted on: SME TIMES
NEW DELHI: In tough and uncertain times it’s perhaps easier for the small, nimble footed companies to change rather than for multi-billion dollar giants. In the $170 billion IT services business where the likes of TCS, Infosys, HCL, Cognizant, Wipro form the top deck, suddenly the playing field has levelled out with smaller niche companies competing with their larger counterparts for business. Clients are looking for partners to deliver niche projects rather than 2,000 people maintenance jobs, which dominated IT services business for long.
Sunil Bhatia, CEO, Infogain, believes the game has shifted away from a 5-day cricket match to a T-20 game, where the rules are different and you need a different strategy to win. Silicon Valley based Infogain, funded by ChrysCapital is a sub-$200 million enterprise IT services and consulting company. It acquired Blue Star Infotech about two years back. In an interview with ET, Bhatia discusses the changing IT landscape, artificial intelligence, machine learning projects and more. Edited excerpts:
What’s Infogain’s model?
Infogain is based in Silicon Valley and has been in business for 25 years now. We acquired Blue Star Infotech about 18 months ago and I took over as CEO last year in July. With help from private equity firm ChrysCapital we bought IT operations of Blue Star Infotech.
Our model is best explained by a cricket analogy. The game we are trying to play is T20. We think the Tier 1 companies are playing 5-day match and some of them are playing one-day game.
We have 4000 people and very large percentage of engineers are in our four centers in India. The largest is in Noida and our second largest office is in Bangalore; the other two are in Mumbai and Pune.
We have three development centers in the US at Austin, Phoenix and Milwaukee, each tagged to a large customer which is locally there and then we have a large presence in California market as well.
Which are those technologies and what exactly do you do for customers?
We have four verticals. High-tech is our pre-dominant vertical followed by retail, insurance and health and travel & hospitality. Within each of these we have micro verticals. Like, we don’t do everything in retail sector and in travel & hospitality we don’t focus on airlines, cruise but we work with hotels and casinos.
From technologies stack perspective, these days almost everybody is in digital. We are trying to differentiate by calling ourselves as digital engineers. We are trying to bring machine learning and automation, and putting a consulting layer in between, All the Indian tier 1 companies have tried this in past but nobody really succeeded. This consulting layer is trying to infuse as much as possible between the business and technology and this is our USP.
Can you give some examples of work in artificial intelligence (AI), machine learning (ML) domains?
We have deep expertise in insurance services. For example in case of an accident, in the past someone had to go out and look at the damage and it was a long cycle to fill a claim, which took at least two weeks. With ML, customers can simply photograph and upload them. The next step is where ML systems do image processing and evaluate those photos. So, the photographs come in and are processed by a computer using ML, which has learnt over time to assess the damage. So something which took two weeks to do now happens in two days. ML is short circuiting the process. ML is bringing the efficiency to the insurance company and its improving customer satisfaction.
So, insurance claim time has collapsed from two weeks to two days. But, how much work is still done by humans and can that part of the work also be automated?
The hard part done by human is adjustment of insurance claim amount calculation. The amount can be calculated by machine based on all the vast experience and all database which machine uses and over time it learns. Currently some of it is being reviewed by humans. But accuracy of ML is improving and very soon the need of any kind of human interference will significantly reduce.
Another example is robotic process automation, where banks and other financial institutions are starting to use chat bots, which is where you are interacting on a chat and it feels like you’re interacting with an individual. This algorithm is smart enough to understand your language and able to give you approvals (say, for loans) where previously you would have had to use some kind of human judgment. Now for all the information directly entered by you into a chat, you will get answers and approvals. So, I think it is a brave new world where all these technologies are impacting businesses.
Infogain has delivery centers in India. But there are concerns about creating jobs locally where work comes from and tightening of visas etc in US and other markets. How does that impact your work?
In theory it’s impacting everybody. It’s keeping the CEO and the leadership team something to think about. But, there is talk and there is reality. The reality is the work is still coming out and even in the US companies realise there are not that much engineers. Yes, we are concerned about it but we are not really worried.
Are you looking for more acquisitions?
Yes, we’re looking for more acquisitions. We have top logos in the world as our customers and our challenge is to bring more & more capabilities to them. We are looking for acquisitions which can give us unique capabilities, which will add to our digital engineering skills.
IT services business is changing—from large deals requiring 500 or 1000+ people to smaller deals. How is Infogain responding to that change?
On the one hand all businesses are becoming software businesses. But, the traditional model has been of a tier 1 company with 200,000+ people. If you have so many people, you will sell people. But given the way the technologies are going, there is a genuine shift which is taking place. All big companies have recognized that a fundamental shift is taking place and the traditional model of having an army of people for service delivery does not work.
In many ways that shift is very beneficial to high innovation mid-sized companies like Infogain. The reason is that large scale, sheer numbers, headcount, large campuses full of people who can code etc are no longer a criteria for clients to pick their partners. No longer are there 500 to 1,000 people ERP type maintenance support contracts.
What is coming to India and IT companies today is high innovation, high intelligence but low manpower headcount business. It levels the playing field for us with the large companies. Today all deals are about innovation, understanding of technologies.
Hardly anyone says can you give me 500 people? Most of these newer technologies don’t require 500 people. To do a ML project, you need 10-15 very smart people who understand the space and maybe 20-30 people for other programmers. 50-80 people deals is what’s coming. It is great time for Infogain because technology prowess is fundamentally required to win the business and not number of people you can offer.
Today in all the deals we are competing with Accenture, IBM, Infosys and TCS. The reason we are at the party is that from a technology perspective we are comparative. They’re slowing down because they are not getting thousand persons deals but we are growing as we’re getting 50 persons deals. Infogain is growing at about 15% a year.
What’s your strategy for 3-5 years? Would you sell out?
We are not in the market to sell, we are in the market to buy. Eventually that point may come as we are owned by a PE firm. But we are only in the second year of what we see at least a five to six year journey.
We combined with IT operations of Blue Star Infotech and created value for the group. At close to $200 million we are in the medium size company category. In our industry something magical happens when you cross $150 million. You get the ability to invest in the consulting layer, do some things in automation and in machine learning. We would love to acquire companies which will add to our portfolio.
At what level is AI, ML at present?
Lots of people are putting their thoughts into it. Lot of money is going into it but I think this is absolutely scratching the surface. People are saying the revolution it’s going to bring will be just as significant for human kind as the advent of electricity, industrial revolution or even the internet.
What about impact on jobs?
Technology change has been happening for more than a hundred years. Lots of old jobs will go away but lots of new job will come. Now what is happening in machine learning is layers and layers of people are going to be required into some new things which were possibly not there earlier. When Uber came, Uber drivers were required. When autonomous cars come, Uber drivers will go away and something else will come. My advice to our people is, be a learning machine. The way technology is changing, you have to be learning machine to survive.
News Originally Posted on: THE ECONOMIC TIMES
December 6-8, 2017
Mandalay Bay, Las Vegas
The Infogain team will be in Las Vegas for the National Workers’ Compensation and Disability Conference® & Expo, which brings together thousands of professionals, addresses the latest market trends and provides the best training available for enhancing workers’ comp, disability management, and RTW programs.
With rich functional experience and technology expertise in the Property & Casualty industry, Infogain is uniquely positioned to help insurers & Workers’ Comp. service providers deliver value to their projects, build better products, adapt to rapid change, and serve valued customers more efficiently. We enable leading global carriers to transform their business through technology solutions including:
Digital Solutions: Our Digital transformation solutions enable carriers to leverage the following technologies to remain competitive in the rapidly evolving digital landscape :
- Machine Learning & AI
- Robotics Process Automation
- UI/UX Engineering
- Unified Automation Platform
- Test Automation Services – we have developed comprehensive test automation functionality across all versions of Guidewire Insurance Suite
- Portal Development – solutions that leverage the power of Guidewire’s Digital Portals
- Specialty Integrations– Infogain delivers entirely new workflows that eliminate the need to switch between applications or hand off a process to a different user.
Visit Booth #2100 at the National Workers’ Compensation and Disability Conference or Connect with us Now
Register today for the conference and contact Girish Kannalli, VP & GM Insurance Business Unit to collaborate with us. Girish can be reached by Girish.Kannalli@infogain.com, for more information about Infogain, visit www.infogain.com.
Infogain was invited as a Guest Speaker at Red Brick Summit 2017, a campus event organized by IIM Ahmedabad. Ms. Keyuri Singh was part of a panel discussion on the topic “Women Leadership: Shattering the Glass Ceiling” along with co -panellists Dr. Jayanti Ravi, IAS. The event was moderated by a senior faculty member at IIMA, Professor Neharika Vohra.
Keyuri spoke about her journey in the corporate world, the various choices women have to make to overcome the challenges that women face during their growth journey. The session was very engaging and was highly appreciated by students.