Artificial Intelligence: Reimagining
the Service IndustryROHIT KAPOOR
EXL SERVICE
VICE-CHAIRMAN and CEO
The question for us today
Artificial Intelligence: will it destroy or
re-imagine the service industry?
Why is it different this time?
The 4th Industrial Revolution!!
• Velocity of change
– If Moore’s law continues to develop ...
What kind of impact will AI have?
Jobs, Nature of relationships, Margins, Growth rates
• First AI machine on a corporate b...
Broad aspects of AI and machine learning
• Cognition – ability to not just give the best answer but think of the question ...
Summarizing the implications
• Be aware of comprehensiveness and speed of change
• Augment and Compliment instead of Subst...
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NASSCOM ILF 2016:Artificial Intelligence: will it destroy or re-imagine the service industry?

Artificial Intelligence: will it destroy or re-imagine the service industry? Chairperson: Rohit Kapoor, Vice Chairman & CEO, EXL
Published on: Mar 3, 2016
Published in: Technology      
Source: www.slideshare.net


Transcripts - NASSCOM ILF 2016:Artificial Intelligence: will it destroy or re-imagine the service industry?

  • 1. Artificial Intelligence: Reimagining the Service IndustryROHIT KAPOOR EXL SERVICE VICE-CHAIRMAN and CEO
  • 2. The question for us today Artificial Intelligence: will it destroy or re-imagine the service industry?
  • 3. Why is it different this time? The 4th Industrial Revolution!! • Velocity of change – If Moore’s law continues to develop at the same speed as the last 30 years then CPUs will have the same processing power as the human brain by 2025 • Breadth and depth of technology driven change – Cognition & Network • Productivity benefit not resulting in net new creation of jobs nor GDP growth
  • 4. What kind of impact will AI have? Jobs, Nature of relationships, Margins, Growth rates • First AI machine on a corporate board of directors* • 30% of corporate audits being performed by AI machines • Robotic pharmacists Oxford – Up to 47% of US jobs in 2010 will be eliminated in 10-20 years; number is higher in emerging economies Mckinsey – Artificial intelligence is likely to have trillions of dollars of economic impact through 2025 * Source – ‘The Fourth Industrial Revolution’ by Klaus Schwab
  • 5. Broad aspects of AI and machine learning • Cognition – ability to not just give the best answer but think of the question itself • Self learning – robots designing robots • Speed and cost – fraction of what it takes today by humans Can we lose control??
  • 6. Summarizing the implications • Be aware of comprehensiveness and speed of change • Augment and Compliment instead of Substitution • Up-skill and specialize the work-force • Service new industries, new businesses and new products • Multi-stakeholder cooperation – Ensure that the 4th industrial revolution is empowering and human centered

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