A large telecom company was looking to automate customer service requests and enquiries coming in to the helpdesk via calls. Majority of the agents’ time was spent in answering basic queries which involved significant manual effort. In addition to this, significant customer dissatisfaction scores were observed when queries were not answered promptly.


The Solution

Automate services with Intelligent Chatbots

Infosys Nia provides a framework for enterprises to rapidly create and deploy conversational interfaces in production. It understands natural language, responds accurately to user queries, and is easy to deploy on a wide variety of platforms and interfaces. Some of the key features are the Intelligent Conversation Engine to maintain user session &co ntext with multi-language support, Bot Studio to create, monitor, test, manage and deploy chatbots, Natural Language Processing to understand tone and sentiment of conversation and Omni Channel Support to deploy through Social, Mobile, Web, Chat, or Smart Assistants.



The NIA Chatbot automated the Customer Service function


The Infosys Chatbot team analyzed the customer service calls and found that 70% calls were made for 5 key queries

The solution leveraged AI to better engage the customers and reduce the cost of customer support operations with conversational interfaces.

The Infosys Chatbot resolved queries using Natural Language Processing and a predefined set of actions specified by the client.