At Mastek, we're not just observing the AI revolution- we're driving it. Our commitment to becoming an AI-first company is built on three strategic pillars: embedding AI across core capabilities, fostering a world-class AI engineering practice, and empowering an enterprise AI team.
Our Vision: AI-First Approach
We're strategically infusing AI into the core of our diverse service lines—Digital, Oracle, Data, Salesforce and our comprehensive Cloud Enhancement and Managed Services – CEMS to accelerate delivery and amplify value. As a horizontal function spanning all service lines, CEMS brings use cases that resonate across the board.
Our flagship initiative, ADOPT.AI, a GenAI-powered implementation methodology for our Oracle service line, solidifies our position as a market leader in AI-driven ERP implementations, delivering unprecedented velocity and efficiency.
GenAI in Action: ADOPT.AI and OPS.AI
Building on this momentum, we've launched OPS.AI, our GenAI framework for Managed Services, as part of ADOPT.AI Release 2, in January 2025. This groundbreaking initiative marks a pivotal step in redefining service delivery and achieving operational excellence. OPS.AI delivers purpose-built solution for automating manual, siloed business workflows to improve service delivery, MTTR, SLA compliance and achieve new scales of operational excellence driving adoption across various levels and maximizing the impact of AI in our client engagements.
Use Cases Across the Managed Service Lifecycle
GenAI is revolutionizing the landscape of managed services throughout its entire lifecycle, from initial service design to proactive service delivery and intelligent operations. By strategically leveraging artificial intelligence, we are automating traditionally repetitive tasks, and generating intelligent, actionable insights that drive significant improvements. Specifically, GenAI's capabilities in NLP and intelligent automation enable the automation of routine
managed services tasks such as ticket triaging, system monitoring, and infrastructure maintenance, thereby minimising human intervention and reducing the potential for errors. Furthermore, AI-powered chatbots facilitate faster resolution times for Level 1 and Level 2 support inquiries. A prime example of this in action is our AI-powered ticket triage system, seamlessly integrated into the service desk platform, which offers intelligent ticket categorization, automated routing to the appropriate teams, and the generation of initial responses. By leveraging GenAI for customer sentiment analysis (also known as opinion mining), we aim to identify positive, negative, or neutral emotions in customer feedback and transform this subjective data into actionable insights. Our adoption of AI-powered Opkey for regression test automation is delivering substantial benefits: consistent testing quality and accuracy and a significant 75% average reduction in test execution time, directly contributing to a faster go-to-market. The ability to search knowledge articles across the web and our internal knowledge repository, coupled with AI-powered ticket and resolution note summarization, is elevating our resolution SLA
Our current efforts in building and delivering solutions across the service lifecycle heavily utilize the GenAI capabilities of M365 Co-pilot and the ServiceNow Platform. While our overarching intent is to develop platform-agnostic solutions, our primary focus to date has centred on ServiceNow as the core platform, with integrations leveraging either Amazon Q AI or Azure OpenAI.
Complementing these integrations, we have also achieved notable success through the strategic application of Co-pilot with well-crafted prompts. The resulting efficiency gains observed thus far are significant, ranging conservatively between 30% and 60%, indicating the transformative potential of GenAI in our managed services operations.
Strategic Partnerships and Innovation
Our commitment to innovation is further strengthened by strategic partnerships with leading AI platforms such as Opkey for regression testing automation and Swish.AI for AIOps. These collaborations enable us to deliver AI-powered business use cases that drive meaningful outcomes for our clients.
Empowering Our Teams
To drive GenAI adoption and to empower our teams, we have introduced new tools and resources designed to foster collaboration, innovation, and the growth of an AI community within Mastek. The GenAI in SDLC page on Masteknet and the AI Enabler platform are valuable resources that provide access to top-tier tools, strategic partnerships, best practices, and a growing library of use cases.
Conclusion
At Mastek, we recognize the profound transformative power of GenAI and are actively integrating it into our managed services to deliver exceptional value beyond mere operational efficiency. Gartner's projections underscore this shift, anticipating that GenAI, in concert with technologies like hyper automation, will fundamentally reshape IT and customer service delivery models. This evolution points towards a move away from traditional labour-based outsourcing towards digital arbitrage, where AI-driven automation becomes central to service delivery. The emergence of Multimodal Agentic AI, enabling agents with advanced capabilities to perceive, reason, and act autonomously, further signals a new era of intelligent operations. As we continue to champion AI adoption across all our service lines, we're excited about the boundless possibilities that lie ahead.
Together, let us embrace the power of GenAI and collectively shape the future of Managed Services.
