To overcome these obstacles, Infosys employed an AI-centric approach and harnessed Gen AI capabilities, using Large Language Models, AWS Bedrock to enhance efficiency. The implemented solutions comprised a "Gen AI Chatbot" that integrates with enterprise applications like ServiceNow, SharePoint, Confluence, Jira, and Atlan, acting as an extensive knowledge repository. Additionally, "Quality Audit Report creation and automation" were introduced to elevate the chatbot's response quality.
The Gen AI Chatbot Solution optimizes incident assessment and categorization procedures, diminishing resolution durations and boosting service standards. By presenting summaries of pertinent past incidents, the chatbot reduces effort in analysis and categorization while broadening coverage and lessening reliance on expert resources. Moreover, a quality audit report is produced and automated using Gen AI to refine the chatbot's responses by enhancing the content quality in ServiceNow, resulting in increased operational efficiency.
This solution empowers operations, development, and functional/business teams to better understand dependencies, business logics, and prior incident resolutions.