Independent research firm names CSS Corp as ‘Strong Performer’ in customer analytics services

CSS Corp, a new-age IT services and technology support company has been recognized as a “strong performer” in The Forrester Wave

CSS Corp is strongest for customer support. CSS Corp excels in delivering state-of-the-art customer support solutions to its clients. And since artificial intelligence is quickly transforming the world of customer support, CSS Corp is making considerable investments in AI. Its Innovation Lab, an internal team consisting of 50 designers, programmers, and AI and natural language processing (NLP) experts, is tasked with designing next-generation AI platforms for its clients. Cognitive Customer Experience Platform, CSS Corp’s virtual assistant platform enabling voice and text interactions for customer service, is one of the lab’s most recent innovations,” said Brandon Purcell- Senior Analyst serving Customer Insights professionals at Forrester Research.

CSS Corp’s indigenous customer analytics platform, “Active Insights”, is an end-to-end solution with extensive data ingestion, analytics, and reporting capabilities. The platform is powered with AI capabilities and advanced statistical models that drive customer lifecycle management to understand customers’ intent, issues and proactively hit the target with the right recommendations and remediation.

Active Insights platform connects to multiple data sources including structured, unstructured, semi-structured, social media and sensor data. It analyzes and predicts data in real-time, high velocity, low latency, and batch processing modes. Active Insights offers intelligent insights about customer sentiments, buying behaviors and satisfaction scores that drive business success.

We are delighted at being recognized as a “Strong Performer” in Customer Analytics Services by Forrester. At CSS Corp, AI and Analytics are at the heart of our business strategy. We are trying to break the stereotypes in the services industry through the adoption of new age digital technologies that are complementary in nature. Our customer analytics services act as a catalyst for growth by enabling companies across industries to transform from traditional business models to new age service models and helps them identify new revenue streams,” said Manish Tandon, Chief Executive Officer, CSS Corp.

As businesses become more insights-driven, it becomes imperative for analytics vendors to deliver the real, measurable impact that makes a critical difference to clients’ businesses. We help companies simplify business processes, understand customer’s next best action and drive additional revenue. We provide insights into customer operations, propensities, and issues resulting in enhanced experience and new business opportunities. I believe that this recognition by Forrester marks yet another milestone in our journey towards becoming the partner of choice for global organizations,” added Sunil Mittal – EVP, Chief Sales, and Marketing Officer.


CSS open to IPO or strategic buyer, says CEO Manish Tandon

We can either do an IPO or if there is interest from a strategic buyer giving us good valuation, we are okay with it,” said Manish Tandon, CEO, CSS Corp, a $140-million technology company owned by Swiss PE firm Partners Group, on the company’s growth plans for the next three years.

In 2013, Partners Group acquired a majority stake in CSS in a $270-million transaction, and now owns 92 percent stake; the rest is held by employees, Tandon told Business Line. CSS has around 5,500 employees globally with nearly 3,950 of them in India, he said.

All PE-owned firms need to have an exit path. Some PE invested companies go through an IPO or are acquired by strategic buyers or bought over by other PE firms. Each fund raises capital for a defined time frame. They work in the private market and need to exit because they need liquidity. CSS’ case will be either an IPO or sale to the strategic buyer, he said.

If revenue crosses $200 million (about ₹1,400 crore), CSS can do an IPO, which will be mostly in India or any other capital market that gives more value, he said. For fiscal ending March 2018, the company will end with revenue of around $155 million, said Tandon.

Tandon said the company is in talks to acquire a fairly large company compared to CSS and expects to announce the deal in February or March, he said without giving further information.

Tandon said when he joined CSS a year ago there was too much focus on technical support, which was a business that was getting commoditized and without any growth prospect. The company’s strength was working with top global technology companies, including Alcatel-Lucent and Unilever.

Bets on digital

The company decided to limit its focus on technology, media and telecom sectors, and on e-commerce and digital businesses of brick & mortar companies with the focus on end customers. “We have moved from a pure services company to a new age services company by creating a platform and ecosystem for new digital world. We expect demand for digital services to be there for next 15 years,” he said.

Tandon said for a client making Wi-Fi routers, CSS used to provide technical support for end customers but today offers premium support where CSS bears the cost and shares revenue with the client.

For example, if a customer of the router company calls, CSS checks if the customer is interested in buying technology support for the entire home. Based on this, CSS sells and services that plan for which it takes 80 percent revenue and gives the customer 20 percent. It is a profit for the router company, he said.


CSS Corp wins NASSCOM customer service excellence award 2017

CSS Corp, a new-age IT services and technology support company, has been named as the winner of the Customer Service Excellence Award 2017 by NASSCOM, India’s premier IT industry body.

CSS Corp emerged as a leader in the transformation category for its proven capabilities in creating additional revenue generation opportunities for clients globally through its proprietary tech support and analytics platforms.

The NASSCOM Customer Service Excellence Awards – 2017 were given out on October 12th, 2017 at their prestigious BPM Summit 2017 to recognize innovations by organizations that deliver highly personalized, outcome driven and revenue focused services to their customers.

CSS Corp has been redefining customer engagement by focusing on enabling customers in generating additional revenue streams by leveraging new-age technologies to understand customer behavior. CSS Corp’s REAP (Revenue Enablement and Profitability) Framework – Growth Navigator Suite offers a gamut of modular solutions covering Premium Tech Support, As a Service Model, White Labeled Managed Services and Professional Services.

Known for rapid adoption and success, this solution has created opportunity for faster customer acquisition, and generated new recurring revenue streams for global clients in IoT, Hi-Tech, Retail and Telecommunication sectors.

It is really heartening to see the pledge that the companies in the industry have taken towards enhancing business delivery for clients; today companies are working towards creating processes and leveraging new technologies to increase the delivery quotient of their customers. This trend will go a long way, helping firms in leveraging the technologies they invent today to ensure business sustainability in the future. Out of the 115 submissions received from 54 firms across the BPM industry, firms were adjudged on the parameters of Co-Creation, Process Improvements, Return on investment and Transformation, NASSCOM would like to congratulate all the companies who were felicitated as part of the same,” said chairman NASSCOM, Raman Roy.

We are thrilled to be recognized by NASSCOM. It is another indicator of our capabilities and positioning that helps drive unique value creation for and along with our clients. For the past 50 years, the primary focus of majority of large outsourcing contracts has always been to reduce cost, automate back-office business processes & manage IT remotely. Driving revenue for customers has been farfetched. IT vendors seldom discuss solutions whose value proposition is around helping customers generate new and additional revenue streams,” said chief executive officer CSS Corp, Manish Tandon.

At CSS Corp, we have created a compelling framework with innovative commercial models and engagement strategies that enable our clients to generate additional revenue and significantly reduce costs involved in managing support operations,” he added.

At CSS Corp, our mission is to consistently deliver high on customer requirements, while creating opportunity for additional revenue streams. We continue to see strong and growing traction for our solutions amongst some of the world’s leading brands and this recognition by NASSCOM marks yet another milestone in our journey towards becoming a trusted partner for enterprises globally,” said EVP, Chief Sales and Marketing Officer, Sunil Mittal.


How To Leverage Digital Tech To Drive Revenue Growth

The digital revolution has improved consumers’ lives in many ways. For many businesses, the same revolution (including mobile, social media, cloud, artificial intelligence and analytics) has created fierce competition.

But the news is not all doom and gloom. At CSS Corp, we help companies leverage digital technologies to increase their top line — turning the digital revolution “enemy” into an ally.

Building The Brand Around Digital Customer Engagement

Research by Harvard Business Review shows that customers who are emotionally connected to a brand are twice as valuable in the long run. Today’s digital natives appreciate brands they can interact with on their own terms. Sure, some companies will need to rethink their entire business model to survive (Toys R Us and Blockbuster failed here and were eventually overrun by the successes of companies like Amazon and Netflix). But many companies simply need to use digital channels to connect with their core audiences.

Burberry has worked for more than 10 years to transform its historic luxury brand into a digital experience. The brand developed an advanced platform and emphasized integrations with Twitter and Facebook. It collaborated with leading fashion photographers and encouraged customers to upload pictures of themselves wearing Burberry’s signature products. The work paid off, and the company’s impressive revenue growth has been attributed to the digital brand experience.

Digital customer engagement starts with identifying target audiences and segments and understanding their existing digital footprints. Choosing the right channels is an early decision with long-term impacts. While Facebook and YouTube dominate as social media channels (about 68% of adults use Facebook), other social media platforms can attract more specific audiences (Pinterest, for instance, is used much more by women than men).

Finding The Next Customer With Advanced Analytics And Targeting

Traditional marketing uses a combination of historical data, marketer’s experience and informed guesswork to create buyer personas and to choose the right methods to reach them. Today, AI-based tools automatically evaluate what is working and what isn’t, and autonomously adjusts marketing to reach the right potential buyers.

Tools that once required enormous investments and overhead to implement are becoming easier and less expensive. They don’t require data scientists; with SaaS models and pay-as-you-go pricing, they can be used by almost any business.

Harley-Davidson of New York City uses an AI-driven marketing platform to identify the customers most likely to buy and then looks further to identify additional people “in the wild” with similar attributes. The new leads are automatically targeted with the marketing campaigns proven most effective. The system works: The company found itself with a 2,930% increase in sales leads.

Of course, not all AI systems achieve such impressive results right away — they can take time. It’s important to remember that the difference between traditional analytics and AI-based systems is in their abilities to autonomously improve. The volume of transactions and data will influence the model more than the passage of time, as the system has more reference points to learn from.

Who, Where And When: Increasing Sales Through Location-Based Analytics

Insights gained from analyzing location-based business data can be collected from cameras, sensors, mobile devices and social media channels. The results can help make strategic business decisions as well as guide immediate operational decisions.

Starbucks uses location-based analytics in numerous ways. The company uses a customized geographical information system to accurately project foot traffic and average customer spend, helping it to place stores where they will be most successful. The system is also used to create targeted promotions such as launching a Frappuccino promotion to coincide with a heat wave. This enables Starbucks to capture value that competitors missed out on.

Location-based analytics close the gap between social media and the physical world, turning online interactions into real-world revenue. Personalized marketers have long focused on who, what, when and how — matching the right lead and the right content, at right time and in the right channel. Location-based analytics lets them add the where component.

Technologies such as location-based sensors and beaconing services enable targeted offers to appear when your customers are in close proximity. Location-aware apps can gather information on the travel patterns of potential customers. In-store customer tracking offers deep insights into browsing patterns and lets you adjust store layouts and product displays to maximize sales.

Closing The Deal With Next-Best-Action Marketing

We are all familiar with traditional product-centric sales approaches, with their impersonal feel (“Do you want fries with that?”). The digital era has ushered in marketing and customer support techniques that offer highly personalized and contextual offers and services.

By using next-best-action (NBA) calculations, you can provide recommendations that are most likely to result in positive outcomes based on the unique customer and the specific situation. Advanced customer relationship manager (CRM) systems born out of the digital era enable real-time analytics and machine learning on the fly and help enable NBA. By eliminating bothersome and redundant offers across channels and focusing in on what the customer was most likely to respond to, NBA shifts the relevance, quality and frequency of customer contact.

It’s important to keep in mind that NBA is more than a complicated version of upselling and cross-selling. NBA requires contextual information about your customers and the situations. Big data sources of structured and unstructured data — including external data that you might not otherwise use in operations — can give the system important clues about a customer, their mindset and their likely reactions. Artificial intelligence solutions can mine this data in a way that sales or support representatives, who have only seconds to respond to a customer, cannot match.

The Bottom Line: How To Grow The Top Line

Tim Cook, CEO of Apple, once said, “Companies that get confused, that think their goal is revenue or stock price or something. You have to focus on the things that lead to those.”

There are innumerable ways that digital technologies can grow your top line — building your brand, finding your customers and closing the deal. You just have to choose the right strategies and technologies for your organization.

Sunil Mittal

EVP & Chief Sales and Marketing Officer at CSS Corp, responsible for driving business growth and proving strategic leadership.

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Organizations Must Go Beyond Regular Principles and Adopt Unconventional Security Techniques

Cybersecurity has emerged as a huge area of concern for businesses in today’s hyper-connected era, with cybercriminals finding newer ways to gain access and compromise sensitive business and customer data. Gartner predicts by 2020, 60% of digital businesses will suffer major service failures due to the inability of IT security teams to manage digital risk.

Earlier companies had to deal with a specific set of standards like HIPPA, SoC when it comes to data protection. These standards focus more on where data is stored and how it is transmitted. With the advent of regulations like GDPR, the focuses have shifted to data subject irrespective of where it is stored or transmitted. The data must always be secured and protected.

The endpoints capturing, processing the data has exploded with IoT, mobile, cloud. These endpoints don’t stay within the security perimeter of the company. These devices handle lots of data and mostly act as entry/exit point for data in most of the IT infrastructure. The combinations of mobile endpoints and the data they store is a risky combination for any business if not protected.

Some of the challenges include vulnerability to fake data generation, the potential presence of untrusted mappers, troubles of cryptographic protection, sensitive information mining, struggles of granular access control, data provenance difficulties and many more. It is imperative for an enterprise to carefully design their big data adoption plan with security at the forefront.

Businesses, both big and small, are facing newer risks and threats like DDoS, spear phishing, Petya ransomware, malware, application-specific hacks, and botnets. “These disruptions, however minor, pose a major threat to the reputation, finance, intellectual property and assets of an organization, impacting business operations and its KPIs. This has been seen over the last year in cases such as the WannaCry ransomware attack, and severe security breaches at Equifax, Deloitte, and the recent Singapore healthcare data breach. In fact, as per a study was done by Ponemon Institute, it was found that the total average cost of a breach cost $3.62 million in 2017.

These kinds of cyber-attack and advanced security incidents are stimulating organizations to protect data and combat security breaches by further strengthening their security standards. Organizations are adopting new policies and regulations to safeguard the brand from obstacles in business continuity, said Mushtaq Ahmad, CIO, CSS Corp.

According to Ritesh Gandotra, Director – Managed Document Services, Xerox India, the core issue is to identify and secure potential areas that could leak sensitive data. While the obvious ones are our IT systems – which are typically a focus for CISOs, our employees (knowingly or unknowingly) would be another vulnerability. It is also imperative to understand what proportion of your employees use public cloud services to store/exchange organization-specific data.

Safeguard your Organization From Ransomware Attacks

According to a recent study by IBM, data breaches cost the least in India with the lowest average total cost of $1.77 million. Also, it was highlighted that the notification costs for organizations in India were the lowest at $20,000. Moreover, India spent far less to resolve a malicious or criminal attack i.e. $76 per record.

Typical ransomware or data breach attacks are not a single day event but involve multiple phases like reconnaissance to understand the vulnerable entry points into an enterprise, the exploit that gives entry to the attackers, the lateral movement as the attacker moves to find lucrative data and exfiltration when they move the data out. “Enterprises should deploy network and host level protection that has tripwires that will trigger in each of these phases – such layered protection is the key to modern enterprise defence. Another strategy to employ is to move away from static rules of access to dynamic, risk-based authentication and authorization that will catch attackers even when they come in with correct, stolen credentials,” added Pandurang Kamat – Chief Technologist & Associate CTO.

“Data breaches via social media networks have been on the rise over the last few years. We suggest users be extra careful and verify any third party websites connected through these networks. Always double check on sharing any personal data online space and stay away from malicious content,” Founder and CEO of MoMagic Technologies, Arun Gupta said,

“Website needs to have a strong and secured hosting, server and security. No corporate, especially in today’s world can compromise on this as a significant investment in branding and business is done online. Apart from the reputation damage, companies have also lost sensitive customer data to hackers and have ended up paying the ransom to get it back,” Mr Gupta added.

With even global regulators heightening the focus around data protection (regulations like GDPR also known as European Data Protection Law), it is important for India to perceive that the threat around this domain needs to be addressed as a business risk rather than a mere reply to a technological difficulty. There are certain aspects that are important for an organization to keep in mind in order to keep their data safe and secure:

1. Data can only stay safe in an organization if an enterprise is aware of the data. Well-nourished data classification methods also play a vital role in ensuring the protection of an organization’s most sensitive data assets.
2. By assessing jeopardy and impact — enterprises need to also ensure that the impact of international borders on data, vis-à-vis international vendors and cloud services, is handled with care.
3. By establishing a robust framework and policy in an organization.
4. An organization’s capabilities to monitor the risk-prone data by data management proactively is also one of the ways via which an organization’s data can stay protected.
5. Data handling and management should involve a holistic and universal approach, complete with legal, corporate, technical and human aspects.

According to a Basis Cisco 2018 Asia-Pacific Security Capabilities Benchmark Study, India faces one of the highest cyber security threats in the Asia-Pacific region with over 500,000 security alerts on a daily basis, which is nearly thrice the number of alerts faced by global companies. Further to the report, India leaves nearly 39% or approximately up to 200,000 alerts unattended due to lack of required skill sets. This was in line with its global peers in the APAC region who left half of the legitimate cyber threat alerts unattended. This presents a significant concern for the cybersecurity defenders who need to identify the genuine threats from a vast number of daily alerts.

According to Mushtaq Ahmad, organizations must go beyond regular principles and adopt unconventional security techniques to reduce risks of data breach and security attacks. The c-suite must take steps in the contextual adoption of emerging technologies like AI and real-time threat- intelligence to pre-empt threat detection. Not only that, real-time insights of daily operations and risks must be supervised through treat intelligence dashboards. Mining huge volumes of data and providing actionable suggestions, proactive penetration tests can also help to ensure the health of data networks and IT assets.

“At Xerox, both with respect to our technology and services, we believe in prevention of breaches. Besides the device and network communication level protection, our industry-leading partnerships are geared to resist code injunction (typical ransomware feature) using whitelisting which helps us at the technology level. We can even integrate with SIM/SEIM systems to bring the print environment under the purview of the overall security posture of an organization. From a services perspective, our print security audit services allows the organization to arrive at a baseline security level – and then highlight any deviations from the policy with some level of automated corrections,” said Ritesh Gandotra.

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CSS Corp named “Leader” in NelsonHall’s NEAT Research on Digital Customer Experience

CSS Corp, a new-age IT services and technology support company, announced today that it has been named as a “leader” in NelsonHall’s NEAT vendor evaluation for Digital Customer Experience. NelsonHall is a leading independent global analyst firm for the business and IT services industry. The study evaluated 26 top vendors on their ability to drive revenue generation for their customers through the adoption of digital technologies.

The study underscored CSS Corp’s focus on driving revenue generation for customers through the contextual adoption of emerging technologies like AI, analytics, and automation. CSS Corp has been offering CX management services for some of the world’s most recognized brands and helping them create more engaging CX, drive enhanced revenue generation per user (ARPU), and increase predictability in business operations.

The company is betting big on its cognitive platform, Cognitive Customer Experience Platform, to bolster its customer experience strategy. Cognitive Customer Experience Platform is an integral part of CSS Corp’s Cognitive Support Services, which is an outcome-based automation solution to help brands transform their customer experience management approach. This solution automates 30-50 percent of a typical customer support operation and the customers are charged only for the transactions that the platform resolves. The solution is completely modular, so customers can pick and choose the components that they need and integrate them into their existing technology infrastructure. Customers usually do not make any upfront investment to use Cognitive Customer Experience Platform and only pay from the cost savings realized through automation.

Manish Tandon, CEO, CSS Corp, said, “Brands are innovatively using technology and processes to drive critical customer outcomes, and cognitive services are at the heart of digital customer experience. At CSS Corp, we continue to drive new outcome-based engagement models that enable our customers to embrace digital transformation in a risk-free manner.”

“To be recognized by NelsonHall as a leader in digital CX is another testimony of our capabilities and experience in winning customer trust and forging meaningful relationships in the ecosystem,” he further added.

Sunil Mittal – EVP, Chief Sales, and Marketing Officer, said, “As businesses continue to evolve, building engaging CX can be the critical differentiator in driving business outcomes. At CSS Corp, our continued focus is to drive stellar customer experiences through our cognitive approach and help our customers unlock new growth and revenue generation opportunities. This latest recognition by NelsonHall marks another milestone in our journey to be a trusted technology partner for organizations globally.”

Ivan Kotzev, CX Lead Analyst at NelsonHall, said, “CSS Corp’s capabilities to integrate analytics and automation in context-driven support helps the effective activation of digital channels and the delivery of personalization. The company’s proprietary CX platforms are a differentiator in assisting clients on their digital transformation journeys.

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Reskilling: The Cardinal Rule Aspiring Technologists, CXOs Need to Embrace

Enterprises have begun to work closely with academia and students to enable reskilling, and lead investments and collaboration in cognitive and emerging technologies
Artificial intelligence is now an actuality that Indian enterprises are looking to embrace or have already embraced to a certain extent. The global phenomenon is rapidly driving disruptive changes in the adoption of new technologies, business models, and jobs. From creating more immersive experiences for customers to enabling productivity, and helping businesses become more agile, AI is poised to become a global economic growth engine. However, skills shortage has become a hindrance and reskilling a necessary trump card for enterprises looking to truly embrace artificial intelligence.Nishikant Nigam, EVP and Chief Delivery Officer at CSS Corp feels that as cognitive technologies become an integral part of how businesses and people operate, ecosystem players – right from organizations to the government to talent have to adopt fresh thinking and approach to ride the digital wave.

 “Aspiring technologists have to seriously consider reskilling – raising their skillsets, learning from different sources, and investing in peer-learning, while remaining agile and responsive to the demands of the market. The days when one could choose a technology, specialize in it and work on it for years together are now history. The new mantra is to continuously evolve, be experimental, and be open to and invest in continuous and lifelong learning,” he says.

In fact, it is not just the students or aspiring technologists that need to consider reskilling, even CXOs need to be onboard the digital transformation march to encourage the same in their organizations. Mr Nigam says quoting an Intel-IDC report from December 2017 that nearly 70% organizations in India are expected to deploy AI solutions before 2020. Sectors like telecom, media, and technology in India have been the top early adopters of AI, while retail services and healthcare are supposed to see a surge by 2019.

“Organizations have started building their own labs to create a breeding ground for digital technologies. These labs can find solutions to crucial business problems and also enable employees to come up with disruptive solutions and learn new skills to upgrade themselves. In order to foster and create truly digitized organizations, senior leaders and CXOs must recognize and encourage a strong digital culture within their organizations, along with a strong digital strategy,” says Mr Nigam.

“Creating a digital culture helps organizations to enable more customer-centric engagements and build better solutions. This in turn can help them to bring employees more in alignment with customers’ journeys, and encourage them to make informed, context-aware decisions, focus on continuous improvement and take calculated risks,” he adds.

Uptime, service responsiveness and security are the top three concerns for a CIO states Mr Nigam while adding that AI based IT ops can amplify these three aspects that drive better employee engagement and experience. AI brings in an aspect of self-learning and continuous improvement over a period of time which can bring in levels of proactive performance and remediation that humans cannot match.

Since it has become of utmost importance to formulate conducive regulatory policies that are critical to drive investments, collaboration, and adoption of emerging technologies, enterprises have begun to work closely with academia and students to raise skill gaps, and lead investments and collaboration in cognitive and emerging technologies.

In order to do the same, CSS Corp has built a digital career progression framework to reorient their service lines and re-align the growth of employees to meet growing business needs. Termed ‘Reimagine’, the framework has specifically been built to fast-track employee reskilling initiatives within the organization, in niche digital technologies including robotic process automation (RPA), AI, analytics, cloud, DevOps and IoT.

“Additionally, the framework enables collaborative learning and greater personalization through Virtual University, MOOCs, online portals and learning communities. Reimagine promotes democratization of learning and fosters a culture of innovation within the organization,” says Mr Nigam.

CSS Corp has won the NASSCOM Digital Skills 2017 award for having one of the best digital reskilling platforms in the Indian IT industry, and results of Reimagine has brought in significant increases in critical business aspects, including resource utilization, team productivity, employee learning and development, and increase in revenue per employee. The framework has also created more career and growth opportunities, while resulting in an overall drop in attrition, Mr Nigam declares.

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What Artificial Intelligence Means to Businesses in Terms of Cost Optimization, Efficiency and HR

               Artificial Intelligence magnifies the role of HR professionals into a much broader and strategic role, which is backed with data analytics and AI-driven insights


The rapidly evolving Artificial Intelligence is influencing economies, disciplines, services and business models, and in the process modernizing operations, reducing costs, increasing service agility, and harmonizing customer experiences.

Artificial Intelligence for Cost Optimization and Efficiency in Business Operations

Intelligent automation platforms bring in a convergence of human intelligence, analytics, machine learning and natural language processing (NLP), which in turn can result in improved business agility, operational excellence, resilience, and faster-time-to-market. Such platforms can cohesively predict models and subsequently manage/solve complex infrastructure ecosystems effortlessly, resulting in drastically improved CX and thus, simplifying employee efforts considerably.

Some of the specific segments that Artificial Intelligence is being used by enterprises include:

  • IT Helpdesk: An Artificial Intelligence enabled IT Helpdesk embraces intelligent automation, and advanced analytics, to deliver knowledge-centered and context-driven support, serving as a single point of contact for all IT service needs. This results in reduced human intervention, and hence reduced labor costs, improved the end-user experience and enables the next level of productivity.
  • Self-Help Tools: Organizations are onboarding cost-effective support channels like using self-help, Knowledge Base (KB), virtual assistants and live chat to fulfill the requirements of end-users. Using Artificial Intelligence and automation, most common user queries can be prevented by understanding what your users want before they turn to support.
  • Virtual Assistants – Virtual Assistants can offer personalized and context-driven support, with a human-like interaction, through the usage of Artificial Intelligence, NLP and Deep Learning techniques. VAs can constantly learn from user interactions, and build on its ever-growing knowledge base. The Virtual Assistant understands user intent and responds to queries in real time.
  • Omni-channel Solution – Omni-channel support promotes enterprise collaboration services through mediums such as blogs, wikis, social media and KBs. It also provides engineers with extensive use cases, high visibility into each customer issue, including transaction history and most recent channel interactions.

Artificial Intelligence in HR Management, Recruitment, and Employment

Artificial Intelligence magnifies the role of HR professionals into a much broader and strategic role, which is backed with data analytics and AI-driven insights. Nearly 40% of companies are using some form of AI in HR, including prominent companies like IBM, GE, Facebook, and SAP.

AI can aid people management within organizations in several areas like accelerating the hiring process by automating screening of talent, digitizing the interview process, streamlining employee onboarding, and improving workplace learning.

How Exactly AI and Cobot are Applied to Enhance Customer Value?

With advancements in speech recognition and Natural Language Processing (NLP), AI has become the new frontier that is truly transforming customer engagements and augmenting human potential.

A blended model of human experts and AI can offer several potential business benefits:

  • Reduced Cost: A recent BI Intelligence report suggests that businesses can cut labor cost by 29% when chatbots and other AI are deployed. Though complete automation is not feasible, automating a percentage of customer success and sales positions can result in significant savings.
  • Improved customer experience: AI reaches a wider audience and stores critical data points that companies can leverage to personalize the offerings and also the buying experience of the digitally empowered customers. AI also helps brands optimize their product development with improved customer intelligence, which in turn delivers delightful customer experience.
  • Greater consistency due to reduced human assistance: With AI revolutionizing all walks of business and life, consumers aspire to seamlessly interact with multiple apps rather than multiple layers of real human assistants thereby leading to reduced reliance on humanitarian assistance.

At CSS Corp, AI-based automation is an integral part of our service delivery organization supporting global customers in various strategic and modernization initiatives. CSS Corp’s intelligent automation framework brings together two different platforms that drive modularity and nimbleness to meet the evolving customer expectations:

Contelli – Cognitive automation for IT operations (automation of back-office operations in the cloud, Data Centers, telecom networks and security)

Cognitive Customer Experience Platform – Cognitive assistant solution (front-office solution for customer support, customer interactions, and customer analytics)

Our approach in AI for business and IT operations are largely based on customers’ business critical metrics and more closely aligned with factors impacting business outcomes.  Our AI strategy did not develop out of labor arbitrage but rather from superior customer experience, providing instant gratification and delighting customers.

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Reskilling Can Get You Artificial Intelligence Jobs that Pay as Much as Rs 10 Lakhs

Reskilling has become a priority as the industry faces a dearth of skilled technologists with the advent of the digital transformation phenomenon


Digital transformation has become a buzzword of late and is a trend every industry wants to be onboard with. Nonetheless, while digital transformation is revamping the way businesses function shortage of skills in employees is causing hindrance for companies to truly adopt new age technologies like artificial intelligence, machine learning and deep learning. Therefore, companies are endorsing reskilling for it could be the only way out of this problem.

“Aspiring technologists have to seriously consider reskilling – raising their skillsets, learning from different sources, and investing in peer-learning, while remaining agile and responsive to the demands of the market. The days when one could choose a technology, specialize in it and work on it for years together are now history. The new mantra is to continuously evolve, be experimental, and be open to and invest in continuous and lifelong learning,” said Nishikant Nigam, EVP and Chief Delivery Officer at CSS Corp while addressing the issue of skills shortage.

Even CP Gurnani, MD and CEO of Tech Mahindra highly endorses reskilling and said “At Tech Mahindra, reskilling is core to our strategy; today’s disruptive business landscape demands for our talents to be future ready and it is our prime responsibility that the right tools and innovative pathways are facilitated for them. This recognition motivates us to continue investing in empowering our workforce to stay relevant in the digital future,” after he was honored with a Gold in CEO World Awards 2018 for his ambitious initiative aimed at reskilling and up-skilling over 112,000 Tech Mahindra employees, as per a release issued by the company.

There is another initiative for aspiring technologists to consider reskilling. As per data released by Simplilearn, a platform that offers courses in new age technologies like data science, bid data, cloud computing, artificial intelligence and machine learning, AI and ML jobs are in demand in India and those proficient in it can earn anywhere from 4 lakhs to as much as 18 lakhs.

Data on Artificial Intelligence and Machine Learning Jobs in India

Based on current trends and demands, Simplilearn has released the top “In demand AI and machine learning jobs in India” along with their average salaries (per annum). Some of the artificial intelligence jobs in demand are data scientist (salary Rs 8.5 to 10 lakhs), machine learning engineer (Rs 6.5 to 8 lakhs), software architect (Rs 19 lakhs), data analyst (Rs 4 to 5 lakhs), and robotics scientist (Rs 5 to 7 lakhs).

The skills needed for the jobs are Python, R Spark, Java, C++, Linux, Machine learning, Deep Learning, Neural Networks and Data mining. Simplilearn mentions that there are nearly 4000 job openings in the field and banking, IT, financial services, management consulting, recruitment and educational industries are looking to hire experts in AI.

Furthermore, the machine learning jobs that are in demand are machine learning engineer (8 to 12 lakhs), software architect (10 to 18 lakhs), DW engineer (Rs 6.72 lakhs), data analyst (Rs 3.5 to 4 lakhs), and data stack developers (Rs 5.77 to 8 lakhs).


The skills needed for machine learning jobs are CS fundamentals and programming, probability and statistics, data modeling and evaluation, machine learning algorithms, software and system design, python, C++, R and Java. The number of machine learning jobs is as many as 8000 and financial service, banking, research, telecommunications, IT and services industries are looking for technologists proficient in the same.

Some of the top companies hiring AI and Ml experts are Accenture, Amazon, Cisco, GoldmanSachs, JP Morgan, Microsoft, Oracle, SAP, Dell, Intel, NVidia, and Societe Generale, says Simpilearn.

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CSS Corp opens 2nd facility in PHL

TECH support firm CSS Corp. has opened its second delivery center in Metro Manila as part of its continued expansion in the country.

In a statement, CSS Corp. said it plans to hire over 400 employees for the new facility, located in Bonifacio Global City (BGC), within the next six to eight months. The jobs will be for technical support, help desk, customer support and account management.

“Philippines continues to emerge as an outsourcing hot spot for global players, given its strong understanding of customers in US and EU, coupled with the surge in digital-savvy talent and technical skills,” Manish Tandon, CSS Corp. chief executive officer, said in the statement.

The 24,218-square feet facility will feature “state-of-the-art” workspaces, two training centers, technical labs, collaboration rooms and recreational areas including a 24-hour cafeteria, karaoke and billiard rooms.

“The Philippines, with its ease of doing business, burgeoning tech talent, and exceptional language skills, has become a favored destination for support capabilities, especially with the rise in cognitive technologies. Coupled with strong labor policies and government incentives, the country brings tremendous potential for growth in the near future,” Arvind Kingsly Appavu, country head and assistant vice-president — Philippines at CSS Corp., said.

CSS Corp. opened its first center in Manila in 2009. The new BGC facility will bring the company’s presence in Asia to eight.

Last year, CSS Corp. opened a development center in Costa Rica and Bengaluru, India.

CSS Corp. is a new age information technology and technology support service provider that utilizes various technologies such as artificial intelligence, automation, analytics and cloud, among others. — Janina C. Lim

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