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Susan is an independent digital communications and user experience strategist. She helps companies discover their brand voice and grow their business.
Shubharthi is currently part of the strategic marketing team at Regalix. His expertise mainly lies in the account-based marketing and programmatic advertising space.
Priscilla is a content writer who has worked for Infosys Technologies and other technology startups in India and abroad.
Moulishree is a freelance journalist with over 7 years of experience, she writes research-based analytical stories on technology and business.
Avanish is a Bangalore-based journalist who writes on business with a specific focus on technology companies.
Priyanka has covered every aspect of the IT industry as a tech journalist since its early days. She is now an independent writer, working on subjects like digital marketing, enterprise technology and high-performance computing, among others.
A freelance content writer, S. Sahu was the former editor of TCS's house magazine at Tata Consultancy Services. He developed tech marketing collateral for the company and helped compile and edit books and journal articles on TCS's technology innovations. He also ghostwrites print and online publications.
Prajwala is a Bangalore-based freelance journalist who writes on social issues, stories of human interest, and art and culture, among others.
Rajesh Nanarpuzha is an Assistant Professor of Marketing at IIM Udaipur. Previously, he has worked as a brand manager in Dabur, and as a business consultant in the retail and consumer goods domains at Cognizant and Tata Consultancy Services. Rajesh has an MBA from IIM Indore and a doctorate in marketing from IIM Ahmedabad.
Priyokumar Singh Naorem
He is a passionate UI & UX designer who thrives on creating engaging creative solutions.
A freelance illustrator, artist, graphic novelist and designer. She has designed and illustrated several book covers. Her personal illustrations so far have attempted to seize the fleeting absurdity and mood of places, things and people she encounters in a childlike, intuitive and expressive manner with closure, beauty and innocence – the things that she desires.
She is an artist and an educator who has taught and lectured at The School of the Art Institute of Chicago, Oxford University, the Victoria and Albert Museum among other institutions. Her installations, paintings, thread work and sculptures have been exhibited in Saatchi Gallery - London, C24 Gallery - New York, and Museum of Contemporary Art – Lyon, among other notable galleries and museums from around the world.
A commerce graduate from Delhi University, Parul pursued a masters in fine arts from Nottingham Trent University in the UK. As an artist, she is interested in line as a subject which has led her to follow architectural lines in built environments. She says she is also interested in how we perceive the environment that we inhabit and what happens when a subtle shift is made in things which we have been used to seeing in a certain way. We present six of her artworks here.
Shweta Malhotra is a graphic artist and designer from Mumbai, based in New Delhi.
After working with ad agencies and design studios for close to 8 years, she branched out on her own and currently works independently.s Her overall design aesthetic is minimal, bold and graphic, a response to the maximalist visual language prevalent in India.
Rithika Merchant (b.1986) received her Bachelor’s Degree in Fine Arts from Parsons the New School for Design, New York in 2008. She has exhibited extensively since her graduation. Recent exhibitions include a duo show “Reliquaries: The Remembered Self” at TARQ, Mumbai; “Language of the Birds: Occult and Art” at 80WSE Gallery, New York; and group shows at Summerhall, Edinburgh and Artry Gallery, Kochi. Her work has been included in multiple group shows at Stephen Romano Gallery and The Morbid Anatomy Museum, New York. Born in Mumbai, she now divides her time between Mumbai and Barcelona.
Aniruddh Mehta is an artist based out of Mumbai, India. Trained in graphic design from the London College of Communications, Aniruddh is a self-taught illustrator and currently works as an independent freelance designer. He believes in finding the right balance between art and graphic design. He has worked closely in collaboration with Bhavishyavani Future Soundz, Qilla Records, Taxi Fabric, Adidas, Dell and United Colours of Benetton. He also goes by the moniker, ‘thebigfatminimalist’ and his style ranges from bold minimal forms to more intricate pieces exploring patterns and geometry.
Paramesh is an artist who enjoys working in both the realistic and abstract style of painting. He loves working with water color. Featured in this issue are a set of water color works that he has created exclusively for us on the subject of digital transformation.
Based in Mumbai, Chandrashekhar Thakur is a Senior Art Director and Illustrator at Truebil.com and the Founder of HAPPiNESS For You. He loves working with new styles of art and considers illustration to be his forte. Chandrashekhar has completed his BFA from DY Patil College of Applied Art.
Concept and Direction
Head of marketing at Regalix, Nimish drives research in emerging technologies and customer experience, and takes a keen interest in creative arts.
According to Gartner, 55% of mature organizations have begun investing in AI or plan to do so by 2020. AI has moved from the realm of imagination into the world of reality. Chatbots have caught everyone’s fancy. Yet there is fear that AI may soon take over human jobs.
We met with Asheesh Mehra, Co-founder and CEO, Antworks, to get his perspective on the subject. Antworks is a global AI company that works with automation and enterprise intelligence. They provide the only integrated intelligent automation enterprise-level product that is powered by Fractal Science.
Interviewed by Priscilla Thomas
The overarching trend in customer support has been self-service. Customers do not like to talk to customer service agents. Chatbots have had a long history of evolution. Gen 1 chatbots were hard-coded and dumb bots that provided predefined responses. Then came the smarter Gen 2 bots which depended on NLP to answer queries. We, at AntWorks, have been collaborating with several of our clients to build self-service bots that depend on NLP and even NLG (natural language generation) to fetch the required information and handshake with the enterprise system to fulfill transactional requests. AI-powered chatbots are getting smarter and smarter every day. Chatbots today can handle both routine and complex queries, so everyone wins. Customers get the answers they want and companies save costs along the way.
AI is ideal for omnichannel conversations. Consumers expect conversations they have with an enterprise to flow from one channel to another, so they don’t have to backtrack or repeat themselves. An AI-powered virtual assistant could be used very effectively in this context. The assistant could also feed human agents relevant facts to provide the right answers.
AI will be leveraged to automate administration and to augment, but not replace, human judgment. AI-powered assistants will anticipate needs by context, preferences, and prior queries and will deliver proactive alerts, relevant offers, or content. They will additionally become smarter over time due to artificial intelligence.
While we call it Artificial Intelligence, it’s actually Acquired Intelligence. This intelligence in the machines is acquired from a human. This teamwork between humans and machines will be the most powerful combination in the world. As I said, AI will be leveraged to automate administration and to augment human judgement. However, AI will bring with it new criteria for success: collaboration capabilities, information sharing, experimentation, learning and decision-making effectiveness. Organizations will have to develop training and recruitment strategies for creativity, collaboration, empathy, and judgment skills. Enterprises will have to develop a diverse workforce and team of managers that balance experience with creative and social intelligence — each side complementing the other to support sound collective judgment. Setting new KPIs can be leveraged to drive adoption of AI.
This question reminds me of Microsoft shutting down a bot called Tay after pranksters pushed it to make racist, sexist and pornographic remarks. Machine learning works best in an environment with rules and huge numbers of data points. The minute things get fuzzy—either due to a lack of rules, an unclear evaluation of success or a lack of data—artificial intelligence performs poorly.
B2B customers are people and have feelings too
Asoke K. Laha, Founder, President & CEO, InterraIT Inc. and President & Managing Director, InterraIT India
Customer engagement is about going beyond the customer’s expectations
K V Dipu, President - Head Operations & Customer Service, Bajaj Allianz General Insurance Company
Feedback from existing customers is an important element
Nikhil Arora, Managing Director and Vice President, GoDaddy India.
It’s practically self-destructive to ignore your existing client base
Sayeed Peerzade, CIO, Reliance BIG Entertainment