Webinar
Reimagining the Knowledge Service Industry in the AI Era
A panel from TCS, Tech Mahindra, RRD GO Creative, HBR, [24]7.ai and Botminds on what intelligent document processing changes for KPO operations.
Knowledge process outsourcing runs on two numbers: cost per transaction and turnaround time. Every operating decision in the industry traces back to one of them. This webinar brings together operations and transformation leaders from TCS, Tech Mahindra, RRD GO Creative, Harvard Business Review, and [24]7.ai to examine how intelligent document processing moves both — and where automation programs in knowledge services actually stall.
What the panel covers
The discussion is practical, not speculative. The panelists work through three questions:
- Where automation breaks down in knowledge services. The failure modes that show up when RPA meets documents that don’t follow a template — and why so many pilots never reach production.
- What intelligent document processing opens up. How machine learning changes the economics of document-heavy work: which processes are candidates, which aren’t, and how to sequence them.
- How to extract business insight from complex documents. Going past field extraction to the analysis layer — turning contracts, reports, and correspondence into inputs a decision-maker can act on.
Who’s speaking
The panel: Nanda Chintalur (VP of Research & Analytics, RRD GO Creative), Kaushal Agarwal (VP, Head of Emerging Digital Transformation, Harvard Business Review), Rajesh Sethi (BPO Head, Business Process Transformation, TCS), Rituparn Bakshi (Head of Quality, Enterprise, Tech Mahindra), and Vrinda Pai (Director, Information Systems, [24]7.ai). From Botminds: Gokul Ganapathi (Co-Founder & CEO) and Vikas Anand (VP, Sales & Marketing).
That mix matters. These are people who run large document operations for clients, measured on the same efficiency and turnaround metrics the industry is built on — not vendors describing a demo.
Why it matters
KPO firms that get document understanding right can offer clients something structural: the same service level at lower cost, or a faster one at the same price. Firms that don’t will compete on labor arbitrage alone, and that curve only bends one way. The webinar is a clear-eyed look at which side of that line the technology now supports — from the practitioners deciding where to place their bets.