Artificial Intelligence Will Enhance Human Capabilities

WNS Global Services, a leading Business Process Management (BPM) company, is integrating generative artificial intelligence into its talent acquisition, employee services, sales, and marketing operations. The summarization capabilities of generative AI are being used to help employees quickly understand policies and other technical documents. WNS's sales and marketing departments are also leveraging generative AI for data creation and activity recommendations. Additionally, integrating generative AI into WNS's HR chatbot, Amelia, helps the bot generate contextual and cognitive responses to employee queries. "This technology rebuilds productivity by streamlining tasks such as original content curation and automated data entry, enabling IT professionals to perform more strategic work and take on consulting roles. By adopting an ethical and responsible approach to using generative AI, IT departments can enhance their capabilities and unleash true value for sustainable growth," said Keshav R. Murugesh, CEO of WNS Global Services. Utilizing Generative AI "At WNS, we advance our services by strategically combining generative AI with proprietary AI/ML models tailored to industry-specific challenges. In the insurance industry, our NLP model with domain knowledge identifies subrogation opportunities, while generative AI recommends the best next steps. In the travel industry, our knowledge engine combined with generative AI enhances customer experience by providing instant and personalized responses," stated Murugesh. In the healthcare sector, WNS combines ML models with generative AI to achieve accurate medical summarization, diagnosis, and code recognition. "Our approach focuses on integrating industry-specific AI/ML models into clients' operational environments using large-scale language models. Leveraging our extensive domain expertise, we design efficient prompts to extract high-quality outputs cost-effectively. This approach sets us apart and enables us to provide customized solutions that drive transformation across the entire value chain," he added. When asked if WNS is considering developing its own large-scale language models, Murugesh mentioned that their approach involves utilizing leading large-scale enterprise and industry-specific or function-specific language models. "In most cases, combining large-scale language models with WNS Triangle's proprietary ML models helps us deliver customized solutions for different functional domains and industries. Wherever needed, WNS leverages its AI/ML and domain capabilities to fine-tune existing base models for specific outcomes," he explained. Challenges of Generative AI While organizations are embracing the power of large-scale language models, they also come with their own set of challenges, such as biases. Despite multiple attempts, the creators of these models have yet to address this issue at the technical level. Although WNS utilizes these models internally and externally to mitigate risks, they have developed robust frameworks and solutions to ensure transparency, interpretability, and bias reduction. "By considering ethical factors and maintaining the highest security standards, we are creating an environment that maximizes the benefits of these models while minimizing potential risks," said Murugesh. AI Enhancing Human Capabilities While generative AI has garnered significant attention in recent years, it has also raised concerns about replacing human jobs. A report by consulting firm McKinsey suggests that by 2030, AI could impact millions of jobs. Examples of such replacements are already emerging, such as Dukaan, a DIY platform that allows non-programmers to establish their e-commerce businesses, recently replacing 90% of its support staff with an AI chatbot named Lina. Although these concerns exist across all organizations, WNS is actively addressing them. "We recognize the importance of workforce development and emphasize training and upskilling. Our goal is to foster a culture of continuous learning and innovation, equipping our employees with skills to collaborate with AI technology," said Murugesh. According to Murugesh, AI's true potential lies in enhancing human capabilities. "Both can coexist—the powerful synergy between AI and human creativity will drive higher efficiency and productivity. Depending on the nature of business processes, AI and humans can play the roles of creators or checkers. AI's accuracy and speed make it a capable creator, while human critical thinking and decision-making abilities make them ideal checkers. This flexibility ensures a balanced workflow," he explained. Regulation of AI However, harnessing the full potential of AI requires a responsible AI framework to address ethical, reliability, transparency, and compliance issues. Additionally, recognizing the transformative potential of AI, Murugesh believes regulation is necessary for its responsible development and deployment. While AI may not pose a survival threat, the possibility of misuse or uncontrolled expansion suggests it could have unforeseen consequences. "Anchoring responsible AI practices within a comprehensive regulatory framework is crucial to avoid and minimize inherent risks and ensure AI's positive impact in society. We consciously advocate for the implementation of AI regulations that emphasize ethical applications, transparency, and accountability," Murugesh concluded.