Siddharth Kukatlapalli Co-Founder and CBO, Syntizen

Over the past few years, there has been an increased penetration of digital technologies in the information technology (IT)/information technology-enabled services (ITeS) and business process management (BPM) sector. Enterprises in the sector are now deploying advanced technologies such as artificial intelligence (AI), cloud computing, big data, conversational services, robotic process automation and machine learning (ML) to enhance productivity and improve customer experience. The shift from traditional analytics to solutions based on new-age technologies is enabling the companies to implement intelligent solutions and improve service delivery. Industry leaders share their views on the uptake of ICT solutions across organisations in the IT/ITeS and BPM sector, key trends and the way forward…

What are the key digital trends dominating the IT/ITeS and BPM/BPO sector at present?

One of the key digital tre­nds that is gaining tracti­on everywhere in relation with digital identity is “contactless authentication” of a citizen. With contactless au­th­en­tication, digital KYC has taken a new shape and new solutions are coming into the limelight, which are also being accep­ted by Indian regulators.

What changes are you seeing in customer requirements post Covid-19? What opportunities or challenges has this presented for you? 

With the pandemic, going digital became the need of the hour for any organisation and onboarding customers without any physical interaction has gained popularity. In line with this trend, Syntizen has started to offer video KYC as a product to both private and public sector organisations where a customer can be verified/onboarded by a sim­ple selfie/vi­deo call. In instances where the entire product was not needed, servi­ces/APIs like facial liveness and facial matching were offered by Syntizen. These can be integrated to the existing products of the organisation/government.

How are you leveraging new-age technologies such as AI, IoT, cloud and blockchain?

Syntizen has made good use of AI/ML algorithms and developed state-of-the-art products like Sensitive Data Masking, Fa­cial Liveness, Facial Matching, OCR Ex­traction, Video KYC, etc. We have developed and deployed the first version of Sensitive Data Masking, that is, Aadhaar Masking, and have successfully provided the same to more than 15 organisations and have processed about 60 million files. Facial liveness and facial matching are being used by the Telangana and Odisha governments.

What are some of the key challenges for your company at present? How are you addressing those?

Currently, the need for digital identification has increased tremendously. Syntizen has received multiple requirements from existing and new clients for newer solutions and complex integrations. We have strengthened our R&D team and we are now able to offer solutions to clients with a possibility of hosting ML algorithms in their own data centres.

Going forward, what are going to be the key digital trends that will shape the sector?

According to us, KYC and digital identification are the future. Digital identification will be the first step going forward for any business in any sector. However, we believe that instead of giving digital KYC in the form of a complete product, providing multiple services in the form of mi­croservices of APIs will be the need of the hour in the future. Microservices will ensure that businesses can develop front-end applications as per their need and design and can use any digital identification service subject to the regulator and cost factor.