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Briefing
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- Automated Troubleshooting Service – IT outsourcing company Wipro Ltd. started using artificial intelligence program HOLMES (Heuristic and Ontology-based Learning Machines and Experiential Systems) to automate handling of customer calls that require troubleshooting cable and phone services in mid-2016
- 12,000 Jobs Affected – 2017 Q4 quarterly report said HOLMES helped company reduce employee numbers by 12,000
- Other BPO Companies – Tata Consultancy Services, Infosys Ltd. and Cognizant also using artificial intelligence to automate processes and replace human labor
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Accelerator
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Market Disruption
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Business Model and Practices
Business Model
and Practices
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Sector
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Information Technology
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Organization
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Wipro Ltd.
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Source
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Original Publication Date
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April 27, 2017
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