In a recent feature titled “Ticketless Future with AI: Shamik Sharma on Revolutionising Work,” published by The Economic Times, Shamik Sharma, Chief Product and Technology Officer at Curefoods, offered insights into how artificial intelligence is poised to fundamentally alter the way businesses operate. The conversation, part of the “AI Odyssey” video series, explored the transformative potential of generative AI in streamlining workflows and creating a future where employees may no longer need to rely on traditional support mechanisms like tickets or help desks.
Sharma described the trajectory of AI adoption as one that mirrors the rise of cloud computing and mobile technology. He emphasized that AI, particularly generative tools like ChatGPT and other large language models, will shift the paradigm from process-oriented work to outcome-oriented collaboration. He envisions a workplace where common tasks currently dependent on predetermined steps or hierarchical requests will instead be completed by AI agents that understand context, respond in real-time, and learn continually.
Central to his thesis is the idea of AI handling many of today’s support functions. This includes everything from IT service tickets to HR inquiries, areas where response time and personalized interaction are critical yet historically resource-intensive. Sharma believes that, as AI tools become more adept at mimicking human dialogue and accessing large organizational data sets, they can serve as the first—and often final—point of contact, drastically improving both efficiency and employee experience.
Curefoods itself is already experimenting with AI-driven operations, integrating intelligent agents into various aspects of its business. Sharma noted that these tools not only automate repetitive work but also contribute to strategic decision-making by surfacing insights that previously required specialized human analysis. This hints at a broader trend as startups and large enterprises alike begin to redefine work, shifting roles from execution-heavy to innovation-focused.
However, Sharma also acknowledged the challenges ahead, particularly around trust, accuracy, and integration. He cautioned that while generative AI has tremendous capacity for transformation, organizations must adopt it responsibly, ensuring transparency in data handling and providing oversight mechanisms to validate AI outcomes.
The Economic Times’ coverage highlights how leaders like Sharma are not merely adopting AI but actively redesigning their organizational models around it. With a focus on productivity, agility, and the employee experience, AI is not just a tool but a foundational layer of future enterprise architecture.
As artificial intelligence continues to mature, the vision of a “ticketless” workplace—where demands are understood and met autonomously through machine intelligence—no longer resides in the realm of science fiction. It signals a shift that could soon redefine the very fabric of modern employment.
