Quale Infotech: Ensuring Enhanced Customer Experience and Overall Business Agility with RPA+AI Innovations

Quale Infotech was started with a vision to be a customer-oriented digital services firm. The company has adhered to that vision and has strived to be the partner of choice for its customers.

Quale Infotech is a leading end-to-end consulting and sourcing company with a laser focus on Robotic Process Automation (RPA) and Artificial Intelligence (AI). Quale has been successfully helping companies scale their automation footprint with the help of its Intelligent Automation product, AIwozo™. The product is tightly coupled with the traditional RPA capabilities and AI technologies to achieve a high degree of process automation.

AI is an evolving technology, and even today it is seen as the future of how companies would operate. Quale wants to establish itself and AIwozo™ as a leader in AI and help define how AI will impact organizations and people in general.

Moving towards digital as a strategy is integral for a company to be successful and that does mean looking at the holistic picture. The company's mission is to enhance the digital experience of organizations, whether it is their customer's experience, or employees, or simply the way they operate. Quale wants to help organizations understand and adapt to digital needs, adapt AI as a part of these organizations, and virtualize the workforce to enable larger throughput by the human workforce. The company has, and will always, operate from the premise of being a new-age and revolutionary organization.

An Inquisitive Leadership

Siddhartha Singh started with very humble beginnings and strongly believes in handling every adversity with humility, service, and perseverance. He has always been an inquisitive person, striving to learn about the business and take up work beyond his call of duty. This nature helped him to always have an insight into future trends and helped guide the path for the company.

Before starting Quale Infotech, he was the Executive Vice President at NIIT Technologies. With 20 years in the IT & ITeS management industry, he has directly managed global business lines with delivery centers in multiple continents and has worked with several global outsourcing firms in various leadership roles.

He has completed his M. Phil. in Management from Christ University, and MBA in Finance from Narsee Monjee Institute of Management Studies.

Creating a Roadmap for Clients' Success

Quale believes that AI is the future and would change the way people operate in traditional firms. The company is leading this change with its Intelligent Automation platform AIwozo™, which is a combination of Robotic Process Automation (RPA) and AI technologies. AIwozo helps organizations in reaching a higher degree of automation in processes, as its AI technologies can achieve things that were not feasible with just pure-play RPA. The ease of use of the platform also helps companies to adopt the new technology quickly and with minimal or no technical support.

Quale Infotech's digital consulting practice helps to do a dipstick assessment for organizations on where they are in being a digital company. From here the company creates a roadmap for organizations to move towards adopting digital and support in technology implementation of the same. Using Automation, AI, and Experience as key levers, Quale supports its customers in truly becoming a digital organization. The key differentiator from the company's competitors has been its ability to have a techno-functional perspective towards problems rather than just being a technology partner.

Optimizing Business Conduct with Artificial Intelligence

Siddhartha feels Artificial Intelligence (AI) is still in its early stages of adoption. However, it is not surprising that businesses are increasingly relying on it to deliver value and optimize the way they are conducting business. There is no denying the fact that these technologies will continue to grow at an unprecedented rate.

AI and its various subsets, applications & domains (ML, NLP, deep learning, etc.) are responsible for almost every giant innovation happening now. Various industries are adopting AI and digital technologies to increase their ROI and maintain a competitive edge. Whether it is the new generation of chipsets that utilize the Neural Network processing capabilities, or virtual assistants (Alexa, Siri, etc.) and chatbots that use Natural Language Processing (NLP) to match users' voice or text inputs to execute commands. The banking sector adopted digital modernization at an early stage, utilizing it to optimize and speed up various processes like customer onboarding (KYC), fraud detection, loan processing, etc. The e-commerce industry is blending automation & AI in invoice processing, customer service, and inventory monitoring.

Driving Innovation with Tech-Experimentation

Siddhartha says, "Innovation is in our DNA and it's our way of doing everything in the organization." The culture encourages asking questions about everything Quale does, and how it can do it better. Setting this culture from the initial days helped the company to keep innovation at the forefront for itself and for its customers. This culture is what led Quale to build its Intelligent Automation platform, AIwozo™. The company didn't set out to purely replicate what others did, but rather the motive was to solve customer issues and address the need of the market. In addition to this, the company doesn't believe in keeping what it creates in a box and not sharing with the world; the mantra is "Innovation at the right price". That way Quale can have the technology available for everyone to use and limit it to a certain set of customers.

This belief about innovation is not only in its product but also the services the company delivers for its customers. Keeping in mind that AI is a relatively new technology and still very specific purpose in nature, it has a very specific defined use-cases. However, Quale is always ready to experiment with new things with its customers, more often at its own cost, to see if the technology would work in the customer scenario. This approach of the company of being ever ready to try out new things helps it to not only innovate but also helps its customers to try out new technologies.

Evolving Landscape of Digital Technologies

According to Siddhartha, things that were unimaginable in the past can now be witnessed by innovations being brought about by digital technologies like AI, RPA, and NLP. As per Statista.com, the global big data market is forecast to grow to US$103 billion by 2027, approximately more than double its market size in 2018.

Some of the future AI and Robotics technologies will further enable healthcare professionals to provide patients with more accurate clinical diagnostics, for e.g. reading radiology images and treatment plans, and even communicating with patients. AI will be adopted globally as innovative technologies like self-driving cars, voice-based commands, and smart homes that will learn and adapt to enhance people's lifestyle & comfort.

Notable Awards and Recognitions

Quale Infotech has been prized with some significant recognitions and accolades for its organizational culture, leadership, and innovations in developing Intelligent Automation solutions for its clients. The company was recently recognized by Business Connect as "The Best Company to Work For in 2019-20" for the culture of innovation, trust and quality standards. The company has also been recognized as the "30 Best Indian Founded Companies 2019" from The Silicon Review. The Founder & CEO, Siddhartha Singh, was announced as the "Most Promising Business Leaders of Asia 2019" by The Economic Times; and was also named the "50 Best Entrepreneurs 2019" by the CEO Insights.

Overcoming the Standard Challenges as Startup

Quale faces the standard challenges as any startup in the country – getting a handle on funds, and regulatory issues are always challenge for any entrepreneur. However, the key industry-specific issues are the readiness of Indian customers to adopt digital technologies. The traditional mindset of businesses has been "why to fix it if not broken", which is difficult to break. It is essential to make them understand that being digital is the only way they would continue to be relevant. There is a multitude of examples that have challenged the traditional industry models, like OYO or Uber, which are digital companies and have shaken the fundamentals of the hotel and transportation business. Quale uses these kinds of real-life stories to convince customers to look at digital as a strategy for their business; it is not really a cost play but rather efficiency and experience play.

A Strategic Framework for Growth

Commenting on the growth Siddhartha says, "Our strategy on being a customer-centric and innovation-based organization has worked for us. We want to stick to these fundamentals and keep working on providing value for our customers." Quale is looking at focusing on growth for the company in the coming years. The last two years were focused on building a base and strong practices within the company. The company's intent now is to look at hyper-growth in the next couple of years. Expansion into new geographies and segments will be the main strategy for achieving this growth.