As organizations accelerate their digital transformation journeys, AI and automation have become the cornerstones of competitive advantage. Varun Goswami, Global Product and AI Head at Newgen Software, discusses how NewgenONE is driving intelligent process automation, customer engagement, and staying ahead in a rapidly evolving technology landscape. In this exclusive interview, he sheds light on Newgen’s innovation roadmap and strategies for sustained agility.
How do you see NewgenONE’s role evolving over the next 3–5 years?
Varun Goswami: According to my observation, I see NewgenONE as a decision intelligence platform that offers a unified foundation for utilizing native integration with content intelligence, data intelligence, communication intelligence, AI Agents augmented in a low-code architecture, which enables organizations with digital transformation capabilities. NewgenONE will allow enterprises to ride the next wave of decisioning intelligence while continually improving, adapting, and scaling in response to evolving business needs.
What differentiates NewgenONE from other digital automation platforms in the market?
NewgenONE stands apart because it unifies content, process, data, and communication intelligence within a single low-code, AI-first fabric. Most platforms either automate workflows or manage content, but NewgenONE orchestrates decisions across them using Agentic AI, purpose-built AI agents capable of autonomous yet auditable decision-making. Each component is designed for explainability, observability, and compliance. The result is a platform that accelerates automation and embeds trust, adaptability, and transparency into every decision made across the enterprise. In essence, NewgenONE transforms disconnected automations into connected intelligence.
What strategies do you use to keep Newgen’s product portfolio adaptable in such a fast-changing market?
Our strategy is built on modularity, intelligence, and iterative enhancement. Each release of NewgenONE is architected as a living system; continuously learning and improving through feedback loops and telemetry. The use of open standards, microservices, and AI retraining pipelines allows the platform to evolve as customer behavior, regulation, and technology shift. Internally, our NewgenONE Agent Studio and NewgenONE Content & Data Science Studio empower us to incubate new agents and cognitive models that can be embedded into future versions. This modular, AI-augmented approach ensures that our product roadmap remains future-proof, composable, and deeply contextual to each vertical’s changing needs.
With AI becoming central to automation initiatives, how is Newgen leveraging AI to enhance process automation and customer engagement within the NewgenONE platform?
Newgen’s AI journey goes far beyond predictive analytics or chat-based copilots. We are enabling agentic ecosystems, autonomous digital agents that collaborate with humans to drive decision-centric processes. In lending, for instance, AI agents assess creditworthiness, validate documents, and generate explainable justifications for approvals or denials. In insurance, they triage claims, detect anomalies, and maintain full audit trails. And in citizen engagement, they enable multilingual, real-time responses with built-in governance. By embedding AI across content intelligence, communication intelligence, and data intelligence, NewgenONE transforms enterprises from being process-driven to being decision-intelligent.
Low code is a key differentiator for Newgen. How central is it to your overall product strategy?
Low code is the core design philosophy behind NewgenONE. It democratizes innovation by letting business users co-create applications alongside IT, while AI agents accelerate the design process through conversational prompts. This synergy of AI-augmented low-code means faster time-to-market without compromising governance. Every new component, whether built by a developer or configured by a business user, automatically inherits enterprise-grade security, scalability, and auditability. In short, low-code isn’t just how we build and govern innovation at scale; it is how we accelerate transformation, empower agility, and future-proof enterprises.
How do you balance the speed and agility of low-code with the need for governance, compliance, and security in enterprise environments?
Our answer lies in the principle of “agility within guardrails” offering Zero Blind Spots. NewgenONE embeds governance and compliance directly into the platform’s runtime, ensuring that every app built, modified, or deployed adheres to corporate and regulatory policies. Features like role-based access control, content security policy enforcement, audit trails, and explainability logs are not optional add-ons, they’re native. Moreover, our Trust AI and Agentic Shield frameworks continuously monitor AI agent behavior, ensuring reliability, transparency, and ethical operation. This architectural discipline enables organizations to innovate confidently without ever compromising compliance.
Newgen has a strong presence in sectors like BFSI and government. How does NewgenONE cater to the unique challenges of these industries, and can you share any success stories?
Newgen’s value in regulated sectors stems from its domain-tuned intelligence and explainable AI design.
• In BFSI, banks are using our content-centric workflows to accelerate loan origination and underwriting, achieving near-STP (Straight-Through Processing) on 70% of retail loans while staying fully audit-ready.
• In Insurance, our AI-powered claims orchestration system combines risk assessment, fraud detection, and document intelligence to reduce settlement time by over 40%.
• In Government, NewgenONE is helping agencies automate citizen service delivery with traceable, multilingual, and secure digital workflows, transforming the public sector’s speed and transparency.
Across all cases, NewgenONE brings a decision-centric architecture where every automated action is explainable, every process is compliant, and every user experience is humanized.
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