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Contributors

Writers

Priscilla Thomas

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A content writer who has worked for Infosys Technologies and other technology startups in India and abroad.

Moulishree Srivastava

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A freelance journalist with over 7 years of experience, she writes research-based analytical stories on technology and business.

Avanish Tiwary

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Avanish is a Bangalore-based journalist who writes on business with a specific focus on technology companies.

Priyanka Bhatacharya

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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. 

S.Sahu

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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 Hegde

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Prajwala is a Bangalore-based freelance journalist who writes on social issues, stories of human interest, and art and culture, among others. 

Rajesh Nanarpuzha

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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.

Designer

Priyokumar Singh Naorem

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He is a passionate UI & UX designer who thrives on creating engaging creative solutions.

Artists

Dyuti Mittal

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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.

Sumakshi Singh

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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.

Parul Gupta

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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

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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

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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

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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 Jolad

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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.

Chandrashekhar Thakur

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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

Nimish Vohra

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Head of marketing at Regalix, Nimish drives research in emerging technologies and customer experience, and takes a keen interest in creative arts.

Enquiry

+91 9560509289

aishani.majumdar@regalix-inc.com

Know when a new article is published

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

 


/ /  What are the current trends in customer service affected by automation?

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.

/ / What strategies should businesses adopt to transform outdated customer service touchpoints into omni-channel, AI-enhanced processes?

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.

/ / How is AI helping to augment the work of human customer service representatives?

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.

 

/ /  According to Forrester, AI will replace 7% of US jobs by 2025, leading to a fear that it will render some careers obsolete. How can organizations help their workforce adapt to these changes?

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.

/ /  Google has predicted that its AI-driven assistant will become a “predictive, all-knowing, super helpful and conversational assistant.” Are there any limitations with 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.