Case Study
Our client, a prestigious American fashion brand, specializes in designing, marketing, and distributing premium lifestyle products globally. Their objectives included accelerating value extraction from petabytes of data while ensuring seamless operations.
Key Challenges
However, they faced several challenges, including:
- Lack of understanding of data lineage and dependencies
- Lengthy turnaround times.
- Degraded data quality and accuracy.
- Heavy SME dependency
These issues adversely affected the end-user experience and delayed critical initiatives.
To address these challenges, Infosys adopted an AI-first approach, leveraging Generative AI capabilities to enhance efficiency and streamline operations.
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Talk To ExpertsThe Solution
Conversational AI
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.
AI-driven Transformation: Infosys' Strategic Embrace of Generative AI
- Comprehensive, all-in-one solution for streamlined efficiency.
- Up to 30% improvement in turn-around time for issue resolution.
- Improved Chatbot Responses & Increased Operational Efficiency.
Benefits
Democratization of knowledge led to reduced SME dependency.
100% manual effort reduction in Audit report generation.
Data-Driven Suggestions to improve incident quality in ServiceNow.
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