Navixus | Tech Mahindra Innovation & Technology Culture

What is the unique story that you feel your company has with AI? If you were writing about it, what would the title of your blog be?
The title of my blog would be “AI: Keeping Up Isn’t Good Enough.”

Humans expect instant access to information — whether it’s our PCs running numerous applications at once to produce and leverage documentation, voice-activated home devices or the technology we carry in the palm of our hands. We consume information at an incredible rate, especially in customer service, where answering the right questions at the right time in the right way is crucial. At Navixus we specialize in customer service — many of our leaders are former customer service operators, so we understand the challenges these executives face in staying ahead and the pressure to constantly innovate and improve.

What are you most excited about in the field of AI right now?
All of it! This is such a great time in human history to be alive, with AI offering us the chance to discover, learn and improve — at speed and scale. AI has the potential to revolutionize industries by positively impacting life expectancy in healthcare, effecting the preservation of natural resources or altering the generation of wealth, for instance. While AI has existed for decades, its true potential is now being seen, leading to innovations that will transform our world, from self-driving cars to smart cities, bringing sci-fi dreams into reality. It’s exciting!

AI is a constantly evolving field. Very few people coming into these roles have years of experience to pull from. Explain what continuous learning looks like on your team. How do you learn from one another and collaborate?
My biggest piece of advice for anyone exploring AI is to be curious. This applies to us individually as well as our teams. My job as a team leader is to provide opportunities and learning platforms for the team to collaborate, learn and grow together. In consulting, we often work with clients in a variety of industries whose AI initiatives are not performing as expected. There’s no better way to learn than to dive in, solve challenges together and build valuable experience.

What types of products or services does your engineering team create? What problem are you solving for customers?

At Navixus, we build solutions that improve customer and agent experiences across multiple lines of business. Whether inbound or outbound, our tools streamline workflows, boost response times and enhance performance across channels. We help clients modernize by moving from legacy on-prem systems to cloud platforms like NICE CXone and by adopting AI to improve efficiency.

Tell us about a recent project where your team used AI as a tool. 

We recently used AI to extract key values from client requirements and convert them into a format we could use directly in code. This saved time, reduced manual errors and helped us move faster from planning to implementation.

What would that project have looked like if you didn't have AI as a tool to use?

Without AI, we would have manually reviewed and extracted values from requirements, which is time-consuming and prone to errors. It could have taken days instead of hours. AI has changed how we work by speeding up repetitive tasks and letting us focus more on design and implementation.