As the business world is becoming increasingly competitive, digital, and customer-centric, it’s imperative for us to remain abreast of the latest AI developments and trends. To gain deeper insights, we spoke to Mridul Balaraman – our Lead Architect in Data and AI – whose skills, years of experience, and expertise can help us in driving growth, innovation, and delivering the best to our customers.
Can you tell us more about your past experience on AI and ML?
I have around 17 plus years of work experience, exclusively in the field of AI. Before entering the professional world, I completed my master's in speech recognition from Rutgers University, U.S. Post my master's, I dedicated three years to research at Rutgers research lab, focusing on cutting-edge projects such as speech coding, speaker recognition, and speech recognition. These projects allowed me to explore the intricate applications of AI in depth.
When I returned to India in 2007, I joined a small company named Read-Ink Technologies Limited, which was led by a Stanford professor from the computer science department. The company specialised in online handwriting recognition, a niche field within AI. Here, we primarily conducted research using MATLAB, did the coding in C++, and then developed solutions. I spent almost 6-7 years there, which was a formative period of my career.
Then I joined Wipro Limited, a service-based company where I filed my first patent. In Wipro, I was part of the CTO team in the Innovation Lab. The group I worked with was known as Homes, which was deeply entrenched in AI development.
Two years later, I moved to L&T Technology Services where I led the machine learning practice within the CTO organisation. It was particularly interesting because it provided me with the opportunity to interact directly with the CTO and present quarterly updates to the CEO, detailing our progress, and future strategies. It was also the first company, where I actively engaged with customers, gaining insights into what contributes to the success of an AI product.
Could you provide some details on the patents you possess?
Over the years, I have been actively involved in creating innovative AI solutions and filing for patents. Currently, I hold more than 40 patents which span across AI, machine learning, and computer vision. The very first patent I filed was when I started working with Wipro Limited, a service company. These patents were focused on either enhancing algorithmic processes to improve model performance or applying these technologies in innovative ways, such as the healthcare product for medical companies. My patents also include techniques for managing large datasets, which is an essential aspect in AI development.
How long you have been at OneAdvanced, and how would you describe your journey here so far?
I've been with OneAdvanced for less than a year as I joined in August 2023. But my journey here has been incredibly enriching and enlightening. What attracted me the most to this organisation is its customer-centric approach.
The very first meeting I had upon joining OneAdvanced was with the product managers and product leaders. During that meeting, I emphasised the importance of truly understanding our identity, what our customers want, and what our competitors have. What matters the most is understanding the core requirements of our customers and then assessing if and how AI could be applied to enhance or innovate our solutions. It was a very positive and engaging discussion as we shared the same vision, and that set the tone for my journey here at OneAdvanced.
How do you view the role of AI as a tool that complements human efficiency rather than being an ultimate solution?
AI, in my perspective, serves as an assisting tool to augment human efficiency rather than as a replacement. My vision for its future is to bolster human capabilities, making our solutions more accessible and effective, rather than replacing the unique attributes and insights humans bring to the table.
For example, within our engineering teams at OneAdvanced, we've introduced GitHub Copilot for all developers. The core idea behind this is to amplify productivity, ensuring that AI does not replace developers but rather assists them in mitigating the repetitive tasks that permeate their daily work. This philosophy should extend to our products as well.
So, when we are dedicated to developing AI-based solutions, we should explore how AI can transform user experience and make our solutions more intuitive, rather than focusing on complete AI-powered solutions. This approach will create a harmonious balance between human and technology, resulting in a best possible outcomes for our customers.
What does customer-centricity mean to you?
In my view, customer-centricity is about placing the needs and problems of customers at the centre of everything we do in the field of AI. It involves deeply understanding the challenges our customers face and then leverage AI to tailor solutions that not only address those problems but also increase customer’s overall experience with our products and services. This approach requires consistently engaging with customers, collecting their feedback, and observing how they use our solutions to understand their evolving requirements.
Can you share any significant life lessons you've acquired with us?
One of the most significant life lessons I've acquired came from my early days working under the mentorship of Professor Thomas Binford, my boss at my first job. He advised me, "Mridul, don't seek difficult or complex solutions. Often, people opt for complexity because they don’t fully understand the problem." This advice has not only echoed through my career but also significantly influenced my approach to problem-solving and innovation in the realms of AI and ML.
At OneAdvanced, I make it a habit to work closely with product managers, asking detailed questions to grasp the essence of the product. Understanding its functionalities, how it benefits our customers, the data it processes, and its ultimate output allows me to accurately identify the problems at hand. This understanding is crucial, as it positions me to conceptualise how our solutions can be improved or how new, impactful solutions can be created to enhance customer service. So, in short, the lesson here is comprehensively understand the problem, simplify the approach, and avoid the allure of complexity unless absolutely necessary.
We’d like to thank Mridul for sharing his invaluable insights with us, and for all the experience he holds in the world of AI. Learn more about the way we ensure a positive user experience, in conversation with Christian Baverstock.