Infosys Introduces Artificial Intelligence-Driven Solutions To Automate Helpdesk Operations

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  • Infosys and Blue Prism had joined hands in 2017 to benefit enterprises execute intelligent automation capabilities across multiple industries
  • With the help of Blue Prism, the companies would continue to launch industry-relevant intelligent automation solutions
  • EdgeVerve Systems, a subsidiary of Infosys, has recently launched Nia Doc AI – v 2.1, its document extraction, processing, and comprehension platform

IT services giant Infosys has recently announced the launch of its AI-Driven ‘Cognitive Email Workbench’. This is one such solution which would give enterprises the ability to augment query management and scale their henpdesk operations.

Infosys leveraged its partnership with Blue Prism, a Robotic Process Automation (RPA) provider and a strategic partner to develop the solution that promises to significantly enhance productivity and Customer satisfaction.

As reported earlier, Infosys and Blue Prism had joined hands in 2017 to benefit enterprises execute intelligent automation capabilities across multiple industries. It has also been shared that Infosys Cognitive Email Workbench is an AI-based assisted automation solution that allows clients to eliminate manual resolution. This would also help build near-touch-less contact centres.

AI and Natural Language Processing

It also combines the intelligence of AI and Natural Language Processing (NLP), with Blue Prism’s intelligent automation platform and Optical Character Recognition (OCR) capabilities. It also adds skills critical for enabling assisted and unassisted e-mail responses, thereby giving customer help desks the flexibility to take charge of requests actually requiring manual intervention.

Balakrishna D R, Infosys Senior Vice President, AI and Automation said “Working with our clients, we are noticing two dominant trends – the need for them to be resilient to effectively address real-world problems; and accelerated intelligent automation adoption to leverage actionable insights…we are launching a solution that addresses both these imperatives while enabling enterprises to pro-actively and efficiently address their customer and partner queries.”

Intelligent Automation Solutions

He also added that with the help of Blue Prism, the companies would continue to launch industry-relevant intelligent automation solutions. On the other hand it was also reported that , EdgeVerve Systems – a wholly-owned subsidiary of Infosys – said it has recently launched Nia Doc AI – v 2.1, its document extraction, processing, and comprehension platform.

Nia DocAI which is an offering of Infosys Nia, leverage advanced AI technologies, including computer vision and NLP, to assist customers across industries attract and consume information from complex enterprise documents, thus accelerating business outcomes.

Nia DocAI is an enterprise-grade platform that focuses on ease of. Use, enterprise-scale, security, flexible deployment and more. It would enable enterprises to unlock entrenched business value hidden in unstructured documents, it added.

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