Mahesh Shenoi

“AI and Automation has been a game changer for Telecom sector, and Firstsource has pioneered many real life use cases for Telcos” says Mahesh Shenoi, Vice President of Technology. In this podcast we learn about real world application of AI & Automation implementations by Firstsource. Mahesh discusses a use case that they conceptualized, designed, and implemented adopting impactful API driven automation solution for one of the largest cable, phone, internet, media, and entertainment clients for their technical support and field agents driving extensive savings to the tune of yearly $6 million in savings.

Telecom sector which is an industry where there are low levels of operational agility and inefficient flow of information with higher operational expenses makes it the ripe ecosystem to adopt AI and Automation. The introduction of GenAI has furthered the possibilities of automation where AI helps to accurately structure the inputs needed for an automation solution to work.

Firstsource is a global technology and BPM services company with revenues of ~800MIllion and 25000 associates providing CX, Intelligent Backoffice operations, Digital transformation, IT services and consulting services. It is an Indian stock exchange listed company with operations in 6 countries offering services in BFSI, Healthcare, EdTech and Communications, Media and Tech industries. What makes them unique is the “Design and Operate” approach with the “digital first digital now” mindset.

Firstsource provides solutions across the telecom industry, including digitally enabled customer care, technical support and revenue assurance services.

Visit www.firstsource.com