Tech Mahindra unveils service tokens for AI-led engagements

As artificial intelligence moves from pilot projects to the core of enterprise technology stacks, it is not just client workflows that are changing. Tech Mahindra is reshaping its operating model, shifting towards outcome-linked delivery structures and deeper consulting-led engagements as AI becomes central to customer demand.

At the centre of this shift is the company’s use of “service tokens” — an internal unit that represents the scope of services delivered across the full AI stack rather than just traditional billing based on man-hours. “The tokens function as a form of service currency, mapping the effort required across design, automation, model work, infrastructure, and application development within a project,” Nikhil Malhotra, chief innovation officer and head of AI and emerging technologies at Tech Mahindra, said on the sidelines of the India AI Impact Summit.