AnySelected

The rise of Agentic AI is poised to reshape industries across the Philippines, and WNS Global Services CEO Keshav Murugesh believes a strategic merger of technology and operations is crucial for businesses to successfully navigate this evolving landscape. Speaking about the recent Capgemini-WNS deal, Murugesh emphasized that this collaboration isn’t just about acquiring technology; it’s about building intelligent operations that can proactively address future technological challenges and unlock unprecedented opportunities.

What is Agentic AI and Why Does it Matter?

Agentic AI represents a significant leap forward in artificial intelligence. Unlike traditional AI, which requires explicit instructions for every task, Agentic AI systems can independently plan, strategize, and execute complex workflows. They can leverage various tools and APIs to achieve goals, adapt to changing circumstances, and even learn from their experiences – much like a human agent.

For Philippine businesses, this means a potential revolution in areas like customer service, back-office operations, and even strategic decision-making. Imagine AI agents autonomously resolving customer inquiries, optimizing supply chains, or identifying emerging market trends – all without constant human intervention. However, realizing this potential requires more than just deploying cutting-edge AI models.

The Power of Integrated Operations

Murugesh highlights the critical need to integrate technology with existing operational processes. “It’s not enough to simply add AI on top of what you already do,” he explains. “You need to fundamentally rethink how your operations are structured and how technology can be embedded within them to create a truly intelligent and adaptive system.”

The Capgemini-WNS partnership exemplifies this approach. By combining Capgemini’s technology expertise with WNS’s deep operational experience, the companies aim to build solutions that seamlessly integrate AI into existing workflows, maximizing efficiency and minimizing disruption.

Implications for Philippine Businesses

This shift has significant implications for Philippine businesses, particularly those in the Business Process Outsourcing (BPO) sector, a cornerstone of the Philippine economy. Companies must proactively invest in:

• Upskilling their workforce: Employees will need to develop skills in areas like AI prompt engineering, data analysis, and AI governance to effectively collaborate with and manage AI agents.
• Redesigning operational workflows: Processes should be optimized to leverage the capabilities of Agentic AI, streamlining tasks and automating repetitive activities.
• Building a data-driven culture: High-quality data is essential for training and optimizing AI models. Businesses need to prioritize data collection, cleaning, and analysis.
• Embracing a collaborative approach: Successful implementation of Agentic AI requires collaboration between IT, operations, and business stakeholders.

Looking Ahead: Intelligent Operations as the Future

The Capgemini-WNS deal serves as a powerful example of the future of work – one where technology and operations are inextricably linked. By embracing this integrated approach, Philippine businesses can unlock the full potential of Agentic AI and gain a competitive advantage in the global marketplace. The era of intelligent operations is here, and those who adapt will be best positioned to thrive.