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genpact AND Microsoft announced a strategic partnership that will grant Genpact’s global talent access to Microsoft’s Azure OpenAI service. This partnership aims to unlock new possibilities in deploying Generative AI capabilities and solutions for its joint customers.
Genpact plans to leverage large language models (LLM) to harness the potential of gen AI, driving business efficiency in domains such as transition management, global service desk management, and infrastructure management.
“Through our partnership with Microsoft, we are enabling employees around the world to leverage Microsoft’s Azure OpenAI Service technology and accelerate the development of new solutions that enable enterprises to strategically use generation AI for business value,” Harsh Kar, Genpact’s global business leader for data and artificial intelligence, told VentureBeat. “Genpact’s strength in artificial intelligence and advanced analytics, coupled with the cloud infrastructure of Microsoft Azure and the flexibility of the Azure OpenAI service, will be a key differentiator for us and critical to how we drive innovation and outsized impact for customers.”
Provide comprehensive training and resources
To support employees accessing Microsoft Azure AI tools and foster a culture of continuous learning and innovation, the company said it will provide employees with comprehensive training programs and resources.
These resources include Genpact Genome’s online learning platform, its proprietary DataBridge data literacy initiative, and a machine learning (ML) incubator.
As part of its ongoing commitment to invest in AI capabilitiesGenpact has also partnered with Google Cloud to establish a gen AI practice.
Through this partnership, the company will combine its industry and process expertise with Google Cloud generation AI capabilities to create custom enterprise LLMs, business processes, and scale operations.
The new practice will bring together a cohesive team of data scientists, data engineers, and domain experts from Genpact and Google. The main focus will be to capitalize on their shared customers’ cloud, data and analytics modernization journeys.
Leverage Generative AI to Optimize Employee Productivity
Genpact aims to empower business teams with gen AI use cases, improving employee productivity, operational efficiency, and agility while addressing the day-to-day challenges faced by businesses.
The integration of the Azure cloud infrastructure and the flexibility of the Azure OpenAI service are expected to accelerate the development of these solutions.
“As part of Genpact’s strategy for AI, we look at different stages of AI adoption within the company: incubation of people processes, tools and technology, and finally democratization,” Kar told VentureBeat. “To keep pace with today’s accelerated pace of innovation, equipping all employees with the skills and knowledge to leverage generational AI is not a good thing, but a must.”
Genpact has expressed a keen interest in the employee experience in its partnership with Microsoft.
The company noted that its experience agency Rightpoint is a leading Microsoft partner responsible for developing and delivering Microsoft-powered applications, services and devices to improve the employee experience.
Strengthening generation AI capabilities
Through the new partnership, Genpact aims to further strengthen its generation AI capabilities and work closely with Microsoft to drive actionable business insights and deliver meaningful impact for its customers.
Kar pointed out that LLMs form the core of gen AI in Genpact. The company actively uses LLM Centers of Excellence (CoE) as a central hub for change management, facilitating the design, integration, scale and democratization of gen AI prototypes into robust enterprise-grade solutions.
“These LLM CoEs will enable us to develop AI guidelines, evaluate use cases, implement pilot projects, and train our employees in new roles as timeline engineers, timeline controllers, and customer protection officers—all of which are critical to continuing to drive value for our customers in today’s data- and AI-driven world,” he said.
Generation AI retraining
Genpact recently launched a gen AI skill on Genome, which is part of its flagship technology skills program TechBridge. This initiative aims to prepare employees for the future AI-driven world by enabling them to master LLMs such as ChatGPT through compelling use cases and practical applications.
The company said more than 10,000 employees have already been trained, with an additional 25,000 actively learning next-gen AI skills.
In addition, the company unveiled a data literacy initiative called DataBridge, which empowers employees to become proficient in data science techniques, the foundational skills needed to leverage generation AI.
Genpact says more than 78,000 employees have been trained through this program, enabling them to understand and visualize data effectively and use this knowledge to guide decision making for customers and the company.
Ensure responsible AI development
The company underlined its commitment to the responsible development and use of generation AI tools, recognizing their qualitative differences and potential risks compared to traditional AI.
To address these concerns, the company has invested in a comprehensive strategy that drives all stakeholders from development to production, integrating four key components: data, base models, prompt models, and gen AI application.
Genpact recognizes that basic models can produce unexpected results, sometimes leading to enterprise-grade solutions that pose challenges when implemented. To mitigate this issue, the company’s security framework prioritizes diligent design to address privacy risks associated with model selection, ensuring consistent and reliable results.
Mitigate data drift
Additionally, the company said its approach addresses data drift issues using metrics that engineers evaluate in collaboration with subject matter experts (SMEs) and industry specialists. These assessments include data quality, anonymization, and overall performance, leading to better data drift mitigation.
“We continuously collaborate with engineers and other stakeholders to conduct due diligence on data collected for model tuning,” said Kar. “Our framework applies barriers to mitigate risks from pre-trained model failures in outputs. For example, the output robustness test for fairness ensures that the AI-generated output complies with fairness and legal frameworks.”
What is the future of Genpact?
Kar revealed that Genpact is seeing strong customer demand to leverage Generative AI, LLMs, ML technologies and AI more broadly in their business operations. Looking to the future, the company aims to further hone talent in data science, artificial intelligence, machine learning, and engineering.
In addition, Genpact plans to train its current employees through skills improvement programs, ensuring a constant flow of skilled professionals to meet evolving customer needs.
“We remain confident in investing in and identifying ways to leverage AI to improve customer value creation and internal efficiency,” Kar told VentureBeat. “To increase our customer collaboration opportunities and increase our productivity, we plan to continuously invest in R&D and strategic partnerships with leading technology providers and further enhance our capabilities in AI and Generative AI. This includes our partnerships with Google Cloud to launch a gen AI practice and Microsoft to leverage its Azure OpenAI Service platform.”
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