Saravanan Thangavelu, senior vice president, enterprise IT, Hinduja Global Solutions (HGS)
In the burgeoning information technology (IT)/information technology-enabled services (ITeS) and business process management (BPM) sector, the integration of digital technologies such as artificial intelligence (AI), machine learning (ML), cloud computing, generative AI (GenAI) and blockchain has surged. In an interview with tele.net, Saravanan Thangavelu, senior vice president, enterprise IT, Hinduja Global Solutions (HGS), talks about the key trends, technology use cases, challenges and future plans in this space…
How has the digitalisation landscape in the IT/ITeS and BPM sector changed over the years? How are new-age technologies reshaping the industry?
The IT/ITeS and BPM sector has undergone a major transformation driven by new-age technologies. Chief among these is the widespread adoption of cloud computing, revolutionising data storage, access and management with its scalability and cost-effectiveness. Concurrently, AI and ML have ushered in automation and optimisation across various operations, enhancing efficiency, notably in tasks such as data analysis and customer service. Moreover, internet of things (IoT) has introduced unprecedented opportunities for connectivity and real-time data acquisition. Alongside, blockchain technology has emerged as a disruptive force, providing secure and transparent transactional capabilities applicable to areas such as supply chain management and cybersecurity.
What are the use cases of AI, 5G and cloud computing in the sector? What other technologies are your leveraging?
HGS has been a pioneer in AI and cloud computing for the past five years. As part of our cloud strategy, we have fully migrated our infrastructure from HGS premises to Amazon Web Services and closed our data centre. Regarding AI, we embrace a policy of “AI for everyone”. As part of this initiative, we continuously integrate AI services into our applications in different areas:
Minimising manual processes and paperwork, AI-based scheduling, real-time monitoring and tracking, and automated billing
AI-based analysis, gamification and training recommendations
AI-based fraud detection
AI-based document analysis, workflow automation, response generation, to-do lists, etc
AI-based face recognition, delegate management, schedule and attendance tracking, real-time information dissemination
AI-enabled real-time asset tracking
GenAI-based helpdesk monitoring and support
Further, our HGS Agent-X platform is entirely AI-enabled to support digital initiatives and customer experience transformation.
What are the security risks while implementing new technologies? How do you address these?
One significant risk is the potential for data breaches. Additionally, compliance issues may arise if new technologies are implemented without considering regulatory requirements. Insider threats also become more pronounced as employees or contractors with access to new systems may inadvertently misuse them, leading to security breaches. Moreover, reliance on third-party solutions or service providers introduces additional risks if proper due diligence and oversight measures are not in place.
At HGS, we have robust cybersecurity policies. We conduct regular risk assessments, implement robust security controls, provide comprehensive employee training and stay abreast of emerging threats and best practices in cybersecurity.
Which three digital trends will transform the sector, going forward? What are your digital transformation plans?
In the coming years, three digital trends are poised to transform the sector significantly.
AI and ML advancement: AI and ML integration will revolutionise sector processes, streamlining operations and enhancing decision-making by analysing vast data.
Edge computing adoption: Widespread edge computing adoption will reshape data processing, enabling real-time analysis, reducing latency and supporting IoT and autonomous systems.
Cybersecurity expansion: AI-powered solutions detect threats in real time, encryption protects data and zero-trust architectures ensure strict access control, reducing risks of data breaches and insider threats, crucial for maintaining trust with customers and stakeholders.
At HGS, we embrace digital transformation, utilising it to drive internal organisational enhancements and to distinguish our services for external customers. Our journey commenced with process transformation, leveraging the 3A strategy of automation, AI and analytics. This approach has propelled us into a continuous cycle of transformation, culminating in the successful management of a complex business demerger, using only our in-house resources.
