Artificial intelligence is changing the way work is done at Infosys, both by improving existing technology services and by opening up new business opportunities. Infosys CHRO Shaji Mathew said in an interaction with BusinessLine that the company is focusing on transforming its business and workforce as demand for AI-led services grows.
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According to the CHRO, AI is impacting Infosys in two main ways:
- Augmenting existing services: AI is being used across Infosys’ existing services to improve and support the work already being done.
- Creating new business: AI is also opening opportunities for new services and generating what Mathew described as “net-new business.”
This two-part approach is consistent with Infosys’ broader AI strategy, which focuses on using AI to strengthen existing services while also addressing growing demand for AI-first offerings.
Infosys has also said that AI is creating new business opportunities while changing how its existing services are delivered.
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AI Is Changing the Nature of Work
For Infosys, the shift is not only about introducing AI tools into existing processes. It also involves redesigning how work is carried out and what skills employees need.
“For a services organisation in the middle of all this, our success depends on our ability to transform our business and our workforce so we can redesign some of our work and help our clients in their transformation journeys,” Shaji Mathew said.
This means that workforce requirements are likely to change as AI takes over or supports parts of existing tasks. Employees will increasingly need to understand AI along with their existing domain and technology skills.
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For a large IT services company such as Infosys, this change is particularly important as its clients are also moving towards enterprise-wide AI adoption.
Legacy Systems Remain a Challenge
The CHRO pointed out that AI adoption at large enterprises is not straightforward. Many organisations continue to operate large legacy technology estates, and integrating AI into these environments requires more than simply deploying new AI tools.
“Enterprise-wide AI adoption is complex because clients have large estates of legacy systems,” the CHRO said.
Applying AI to these systems requires an understanding of the client’s technology environment, business requirements and specific context. This is where Infosys believes its long experience with clients can give it an advantage.
“We have been in this business for over 40 years and have been working with many of our clients for several decades,” the CHRO said.
This long-standing relationship has given the company knowledge of how clients operate and the technology environments they use. Infosys believes this understanding can help it support clients as they integrate AI into existing systems and business processes.
Workforce Transformation Underway
Infosys is also going through its own AI transformation. The company has been working on changes across both its services and talent base over the past few years.
“We have also been undergoing a massive AI transformation from a services perspective and a talent perspective over the last few years,” the CHRO said.
The shift indicates that AI skills are becoming increasingly important across the IT services workforce. Rather than only hiring people for traditional technology roles, companies are expected to place greater emphasis on employees who can work with AI while also understanding business and client requirements.
For Infosys, the focus is therefore not simply on adopting AI, but on preparing its workforce to work alongside the technology and help clients do the same.
As enterprise AI adoption grows, the ability to combine technology skills, business understanding and client context could become increasingly important in the IT services industry.