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Overview

Users all over the world are becoming more comfortable at interacting with chatbots through natural language. Conversational AI (or chatbot) is primed to become the universal interface for query response. With chatbot implementation, Infosys enables enterprises to improve their responsiveness whereby any stakeholder can have their query addressed almost instantly with a 24/7 bot. Applications of conversational AI across functions like knowledge mining, insights, customer service, cross-sell/up-sell, and transactions across digital channels makes this the ideal solution for your organization.

Let the bot do the talking!

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Customer self-service
Operations assistance
Enterprise functions

Knowledge bots

(Respond to user queries based on documents)

Simple query response

  • Standard responses to FAQs
  • Responses are paragraphs extracted from documents

Guided (tree) query response

  • Bot navigates through the decision tree by asking preset questions
  • Bot responses to questions can be delivered through user-selected options

Queries with multiple dimensions

  • Bot responses to questions can be delivered through user-selected options
  • Responds to queries of 'where’, 'how’, 'when’, 'what', etc.

Action bots

(Take action based on user requirement)

Service requests

  • Auto-fulfilment of user requests using front-end/back-end automation

Business queries

  • Auto-response to business queries by querying enterprise transaction apps

Infosys AI and Automation Services provide a variety of intelligent chatbot-driven offerings to streamline and accelerate query and issue resolution for your enterprise. Built on industry-leading platforms like Infosys Nia, IBM Watson, MS Cortana, etc., our services and solutions can be easily applied across industries, to diverse functions like HR, finance, IT, procurement, and more to provide a comprehensive chatbot experience for enterprises.

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Challenges & solutions

Conversation design enables chatbot to exhibit knowledge while simultaneously conversing in the most ‘human-like’ way possible

Chatbots eliminate errors by always providing the right answers through continuous self-learning capabilities from large information sets and feedback

Provide real-time service by being always available 24/7 to answer queries and support any process

Improve productivity and increase value while enabling the reducing cost and become more efficient with AI