Addressing skill gaps, infra, essential for widespread adoption of automation tech: Pega’s Deepak Visweswaraiah

Indian enterprises are undergoing significant changes due to the adoption of cutting-edge technologies. Pegasystems, a US-based software company, is leveraging generative AI and hyper-automation to assist enterprises in automating complex tasks. In an interview with TechCircle, Deepak Visweswaraiah, VP of Platform Engineering at Pegasystems, discusses upcoming trends, challenges, and the impact of these technologies on traditional business models. He also shares insights on the company's automation strategy for Indian businesses. Edited Excerpts:  

Can you provide an overview of Pega's role in the market and its offerings? 
At Pega, we focus heavily on providing efficient and effective solutions. My role primarily involves overseeing platform engineering and operations across our centers in Hyderabad and Bangalore, India. When it comes to explaining what Pega does and how we stand in the market, I'd say we specialize in enterprise decision-making and workflow automation. Essentially, we offer an AI-powered platform that facilitates decision-making in various customer engagements and software processes. Our platform enables the integration of intelligence into workflows, streamlining automation from start to finish. Additionally, we develop horizontal applications such as customer service and sales automation, among others, which are also available in the market. Another significant offering is our Customer Decision Hub, which empowers our clients to enhance their customer interactions and marketing strategies. In essence, Pega leads in three key market segments: Intelligent Automation, one-to-one customer engagement, and customer service solutions. This overview sheds light on what Pega brings to the market. 
 
In the age of digitization and automation, how does your company see the evolving role of AI? And what steps is your company taking to adapt to these changes? 
We're not just in the planning stages; we're actively assisting our clients in moving toward automation. When we talk about automation, especially hyper-automation, it means automating every feasible aspect within an organization. This involves employing advanced technologies like artificial intelligence, robotic processes, and generative AI to streamline operations from end to end, minimizing the need for human intervention. The goal is to create self-optimizing, self-monitoring systems, essentially leading to what we call autonomous enterprises. 

So, what are we doing? We're integrating these cutting-edge technologies into our core platform to empower our customers. For instance, think about how AI is transforming various sectors. Retailers are personalizing shopping experiences using AI algorithms, while healthcare providers are using AI-powered diagnostic tools to analyze medical images, expediting diagnoses. 

In our customer service application, for instance, our software employs real-time voice AI to enhance interactions. It not only transcribes speech but also understands the customer's emotions, allowing the system to prompt customer service reps to respond appropriately. This real-time assistance significantly improves efficiency and customer satisfaction, offering tangible benefits such as reduced response times and enhanced problem-solving capabilities within various industries. 
 
Could you discuss how AI, generative AI, and hyper-automation are reshaping traditional business models and accelerating technology adoption in Indian enterprises? 
Gen AI and hyper-automation have become widespread across India and globally, surprising many experts with their rapid adoption. From an Indian perspective, there are two key aspects to consider.

Firstly, there's a segment comprising developers, product managers, and service providers who possess the necessary skills to utilize technologies like generative AI and hyper-automation to create innovative products and services. This includes entities like Digital Capability Centers (DCCs) or global capability centers, which specialize in such offerings. India has excelled in this area due to its strong services industry, evidenced by its significant contribution to global products, such as one out of every six lines of HTML code being written in India. 

However, the challenge lies in the second segment, companies that need to adopt such technologies to enhance productivity and efficiency or explore new business models. Despite India's prowess in developing technology, the local adoption within Indian businesses hasn't matched the pace of global consumption. This gap highlights the need for a more concerted effort to integrate these advancements into the domestic market effectively. 

To address this, Indian enterprises must undertake a multi-faceted approach, addressing skill gaps, infrastructure constraints, business model adaptations, and potential societal impacts. By embracing these challenges comprehensively, Indian businesses can fully leverage the potential of automation in the coming years. 
 
Could you highlight specific challenges Indian enterprises face in adopting technologies like generative AI and hyper-automation? 
One key question arises when considering the challenges posed by new technologies and paradigms, such as the shift to cloud services or the transition from 3G to 4G to 5G. Each advancement presents its own set of hurdles. Among the challenges faced by enterprises like theirs, the complexity of existing systems stands out. Legacy systems often lack the APIs needed for integration with modern solutions. How does one navigate this complexity and update systems without starting from scratch? 

Another significant challenge is the cost of implementation. Scaling automation requires not only technological investment but also the necessary skill sets and infrastructure. For instance, deploying generative AI necessitates access to GPUs, which comes with its financial considerations. How can these technologies be leveraged effectively while keeping costs manageable across various departments? 

Change management is another hurdle, whether it involves people adapting to new processes or technologies. There's often resistance to change among employees, coupled with concerns about job displacement. However, automation opens doors for employees to focus on higher-value tasks, augmenting their capabilities rather than replacing them. Lastly, there's the critical issue of security and privacy. As automation and AI become more prevalent, ensuring ethical and legal compliance with data protection regulations is paramount. Are these technologies developed with privacy and security in mind? Are they built to adhere to existing laws and standards? 

In navigating these challenges, it's important to recognize that technology is ever-evolving. While we grapple with current issues like generative AI, we must also anticipate future shifts. This perpetual transformation underscores the need for adaptability and foresight in addressing the challenges of large-scale automation adoption. 
 
Your company also utilizes the Pega GenAI blueprint for enterprise automation. Can you elaborate on how this solution integrates technologies like generative AI with industry best practices? 
Our generic blueprint offers a rapid solution for building enterprise workflow automation systems, accomplishing in minutes what would typically take days or weeks. It combines Pega's extensive expertise in automating workflows with cutting-edge generative AI from OpenAI.

Here's how it works, you visit the blueprint platform and answer a few questions about your requirements, such as company details, department focus, preferred language, and workflow goals. The blueprint then creates case types, and customizable building blocks for your workflow, and suggests industry best practices based on your input. 
It seamlessly integrates live data sources and provides a comprehensive summary of your application in PDF format for easy review. Plus, it's accessible with just an internet connection and can easily be exported to your Pega environment for seamless integration. In essence, our blueprint combines generative AI, automation, and expert knowledge to revolutionize workflow creation. Give it a try—it's an unforgettable experience. 
 
What technology trends do you anticipate for Indian enterprises shortly, especially in terms of automation and technology adoption? 
Over the next 12 to 18 months, I foresee significant shifts in business dynamics. Firstly, there will be a pronounced emphasis on rebranding towards self-optimizing businesses, aligning with the ongoing trend of automation and hyper-automation. 

Secondly, the concept of the autonomous enterprise will materialize, characterized by self-organization, self-healing, and self-optimizing processes. This transition will be facilitated by the widespread adoption of relevant technologies. Thirdly, there will be a notable increase in local integration, fostering interconnectedness among various aspects of business operations. Despite these technological advancements, one crucial aspect that will remain at the forefront is employee experience. CXOs will prioritize maintaining a positive work environment, recognizing the importance of human-led support alongside automation. 

Lastly, the unleashing of generative AI will be a significant development, albeit with careful consideration of security, ethics, metadata, governance, and compliance.