Our focus on quantum logistics will be a game-changer: Unisys CTO

American IT services and consulting company Unisys leverages artificial intelligence (AI) and quantum computing to optimize operations, helping logistics and other enterprises respond to inevitable disruptions. The company also has its largest talent base in India, with nearly 4,500 of its 16,000 global workforce operating from the country. In an interaction with TechCircle, Dwayne Allen, Senior Vice President and Chief Technology Officer at Unisys, discusses how the company is leveraging emerging technologies to solve enterprise challenges, the need for upskilling its workforce, and why its operations in India are considered the cornerstone of everything Unisys does. Edited excerpts:

Can you please give me a brief overview of the technologies and sectors you are currently excited about?

We operate with four business units: digital workplace services, cloud applications and infrastructure, enterprise computing, and business processes. These units cater to clients globally. Under the leadership of our CEO, Peter Altabef, we are dedicated to our enterprise segment. With over 800 clients in 45 countries spanning various industries such as airlines, banks, and transportation, we are actively involved in enhancing processes for clients in financial services, banking, and manufacturing. Our focus on training and development, both technical and soft skills, is evident in our high completion rate of 95% company-wide. Additionally, ethics and compliance are key priorities for us given the current regulatory landscape.

How are you leveraging generative AI for a better customer experience?

We are looking to address customer needs with AI, especially Generative AI, through various approaches, including large language models in chat, such as GPT, and foundational models that feed generative AI, which help enhance capabilities. When we consider the driving factors behind the need for solutions like generative AI, several things come to mind: growth drivers, cost optimization, revenue growth, stakeholder experience, risk, and compliance. These are all key factors driving the need for generative AI. 

Internally, we are focused on augmenting in-house talent, reducing time to insights, and leveraging external data. We have examined existing capabilities in cargo analytics, and financial services. For example, we worked with a mortgage client to streamline their document processing, reducing the time from seven days to 4 hours with 99% accuracy. We are also implementing innovative strategies with restaurants, where we have developed dashboards to pinpoint exact areas with issues and provide service agents with specific instructions to minimize service disruptions. 

Furthermore, we have assisted manufacturing clients in transitioning activities to the cloud, incorporating digital analytics and AI. This cognitive approach continues to evolve and add value for our clients. These are just a few examples of the work we are doing for our clients, which we believe is yielding positive results and setting us apart from the competition.

With over 25% of your global workforce based in India, what kind of tech innovations are you currently undertaking from the region?

India plays a crucial role in our global operations, with nearly 4,500 of our 16,000 global workforce operating from the country and around 13 functions in our business units. The technology team has a significant presence in India, working on projects such as risk and financial fraud management using Generative AI and large language models. The India team is also involved in AI and quantum technology projects in logistics management, collaborating with our global teams. Our engineers here are also accelerating projects like POCs and pilots.

What kind of AI and tech upskilling do you undertake?

We have a comprehensive training program in place, offering tailored training sessions specifically for our solution developers. Our organization regularly holds various learning and collaborative sessions. Moreover, we organize a monthly tech talk series that draws in approximately 600 employees, with a significant focus on AI during many of the sessions. 

As we strive to enhance our employees’ skills, we are leveraging a range of tools to support development. These tools have been created and integrated to streamline design and development processes, particularly advantageous for legacy systems. This strategy expedites learning and knowledge sharing within the organization. Subsequently, we conduct a proof-of-concept (PoC) or workshops. For us, India represents a promising growth prospect, similar to the initiatives we are undertaking in Latin America, Europe, Hungary, and other regions.

Is there any area you think should be improved? Any specific area in which your competitors are doing better?

Initially, there was much discussion about AI’s potential uses, which raised concerns. The key is effectively applying the technology by focusing on practical applications and desired outcomes. We realized that understanding client needs and business objectives is crucial. Let's discuss how AI can address your specific needs, rather than just its technical capabilities. In the manufacturing sector, we should emphasize supply chain management, material handling, and advanced inventory control. By leveraging AI for transformation and innovation, you can stand out in the market. We are making progress with eager clients and there is excitement about our ability to engage meaningfully and continuously improve.

What are your upcoming plans and technology focus in the coming year?

We are doing exciting things with AI and quantum and will continue to do so in the coming months. Unisys is focusing on quantum logistics to help organizations quickly address complex optimization challenges in shipping. Our new solutions use quantum computing, advanced analytics, and AI to drive positive business outcomes. We’ve already got a pilot program running with a renowned airline company, and it is going to be a game-changer in cargo and transformation logistics. 

We are also doubling down on enterprise security and investing in it to protect any sensitive information of our customers. We have built a strong technology leadership team to take these initiatives forward and will continue to hire and upskill the right talent. Our annual AI leadership summit is also a testimony to how we are taking our various tech-and AI-driven initiatives ahead with our customers.