Infosys TechCompass

Service desk and experience

Trend 13: Real-time multilingual AI reshapes service desk support

In today’s globalized and hybrid work environment, service desks are increasingly supporting users across geographies, cultures, and languages. To meet this demand, organizations are leveraging real-time language translation technologies to enhance service desk efficiency, inclusivity, and user satisfaction. AI bots can now converse in multiple languages using NLP and machine translation, automatically detecting the user’s language and responding accordingly.

A leading life sciences and industrial solutions provider, with the help of Infosys, neutralized language barriers in its IT service desk operations. The solution enabled real-time translation of text and documents from French, Mandarin, Japanese, and Korean into English, allowing service agents to promptly read and respond to queries. A complementary standalone tool also allowed agents to translate scanned or handwritten documents on demand. Both text and chat translations were integrated with the company’s ServiceNow platform, ensuring a smooth experience for service desk agents.

Service desk and experience

Trend 14: Agentic voice AI modernizes customer engagement

As enterprises face the limitations of traditional IVRs and flow-based conversational platforms, agentic voice AI is redefining voice interactions with smooth, autonomous, and human-like conversations at scale. These agents leverage advanced LLMs to manage real-time decision-making, proactively address user needs, and handle complex, multistep interactions.

A German manufacturing company, with 70% of its service desk contacts on the voice channel, partnered with Infosys to implement an end-to-end voice-based virtual assistant. They leveraged Observe.ai to automate 60% of incoming calls with voice, reduced average handling time by 23% and improved CSAT by 22%. By shifting from partial call sampling to 100% conversation visibility, they gained deeper insights into bot performance and user behavior.