Key Takeaway
The adoption of AI has significantly increased across various C-suite roles, focusing on scalable enterprise transformation use cases. HCLTech identifies two key areas of rapid AI adoption: technology and software engineering, enhancing product development speed, and customer service, including e-commerce. HCLTech has been active in AI for over 15 years, launching four offerings: service transformation, AI Force for productivity, AI engineering for hardware and semiconductors, and AI Foundry for data modernization. Their approach emphasizes ethical AI use, supported by a responsible AI office and governance framework to ensure safety, fairness, and bias reduction in implementations.
Over the past few years, there has been a significant journey in the adoption of AI.
In every discussion, the question arises: “What can I achieve at scale with AI?”
This is a crucial aspect that has evolved across the C-suite, whether it involves the CFO, CMO, Chief Sales Officer, or CRO. There is a broader adoption and dialogue surrounding the creation of enterprise transformation use cases for AI.
What are the most exciting and promising AI applications currently being deployed across HCLTech’s global client base? Where is the fastest adoption occurring?
There are several areas of interest, but two particularly stand out.
First, we are witnessing substantial adoption of AI in technology and software engineering, which is accelerating product development and reducing time to market.
The second key area for AI adoption is customer service. When I refer to customer service, I mean not only contact centers but also e-commerce and omnichannel experiences.
There is considerable AI adoption occurring from the perspective of end consumers and customers as well.
How does HCLTech assist its clients in managing the practical and ethical considerations of AI deployment, especially in industries where data sensitivity and regulatory compliance are paramount?
From HCLTech’s perspective, we have been engaged in the AI domain for over 15 years.
Initially, we were among the few service providers to establish an AI research organization around 2015 or 2016, and we have dedicated significant resources to developing AI-led products and services within enterprises over the past eight to ten years.
As Gen AI gained momentum between 2022 and 2023, we developed four AI offerings for our clients.
The first is what we refer to as service transformation—enhancing how we deliver our own services for improved productivity and quicker time to market.
We offer AI Force, a unique platform and product from HCLTech designed to drive productivity improvements in our services business.
The second focus area is AI engineering. We are a comprehensive provider of AI technology, engaging in significant work on hardware, semiconductors, and storage engineering for some of the largest hyperscalers and chip vendors in the industry.
In this context, we are also highly differentiated in the physical AI domain.
The third area revolves around business AI and scaling enterprise AI. It is essential to have the right data, data quality, and modernized data. To support this, we offer AI Foundry, which facilitates data modernization and the scaling of AI within enterprises.
Lastly, we have AI Labs that foster engagement and expedite MVP development for our clients, ensuring proper use case prioritization.
From HCLTech’s standpoint, the ethical and safe use of AI is integrated into all four offerings.
We maintain a responsible AI office and an AI governance office staffed with subject matter and technical experts who cultivate strong capabilities around responsible AI.
Additionally, we possess our own technology stack and intellectual property focused on responsible AI, which we provide to our clients, ensuring the safety of AI, governance, bias reduction, and fairness in AI implementations across all our offerings.
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