moving from AI-augmented to AI-first operations

a PoV by John Willmott - CEO, NelsonHall

Infosys BPM is redefining enterprise operations by moving from ‘AI-augmented operations’ with AI in the loop to ‘AI-first operations’ with humans in the loop, where intelligent systems lead, and human ingenuity guides. This shift represents a holistic transformation across people, processes, and technology, focused on trust, accountability, and measurable business outcomes.

At the core of this evolution lies a human-in-the-loop design. While AI drives speed, automation, and predictive accuracy, humans uphold ethics, context, and innovation. They are cultivating an AI-ready workforce, redesigning roles and workflows through an AI lens, and embedding responsible AI practices that make decisioning transparent and bias-free.

With over 10 proprietary AI platforms and 30+ agentic AI deployments across finance, sourcing, and operations, they are demonstrating how enterprises can balance intelligence with empathy. Its Responsible AI (RAI) framework further ensures governance, accountability, and fairness in every deployment.

Read this NelsonHall feature where John Willmott explores how Infosys BPM’s agentic AI deployments are transforming operations and delivering real-world impact.