NextGen Digital Leader: Amit Khanna: WNS Global Services

Can you give an overview of emerging technologies you have deployed?

Robotics process automation, Artificial Intelligence, Analytics, Chatbots/Voice Assistants, Machine learning and Next generation Customer experience (CX) are some of the emerging technologies that have been deployed at WNS.

Which are the functions/departments in your organization that is starting first with the emerging technologies?

Business Technology, Finance, Technology services, and various business units in WNS are starting first with the emerging technologies. Business Technology has already initiated multiple automation projects to streamline some of the internal processes and improve the speed to service the end user requests related to onboarding / offboarding, request status and first call resolution with the use of robotics, chatbots, and IVR technologies.

How will emerging technologies like AI, Machine Learning, IOT, Big Data, Augmented Reality, and Analytics etc will change the fabric of IT organizations?

Artificial Intelligence will deliver value to every industry, enabling new business models by supporting key initiatives like customer experience, digitization and speech recognition. The way we interact with technology will undergo a radical transformation over the next five to ten years. Conversational platforms augmented reality, virtual reality, mixed reality, and chatbots will provide more natural and immersive interactions with the digital world.

Best practices and emerging tech deployment strategies

Enterprise Architecture and Innovation business technology leaders must devise new business scenarios using AI, ML, RPA, Digitization, and chatbots / voice assistants as the enabler for new business designs. Engage, educate and ideate with senior business leaders about their strategically relevant priorities. Create a more natural and immersive customer experience by deploying, where effective, conversational platforms and virtual, augmented and mixed reality.