Infosys launches AI-first, cloud-first customer engagement platform

Infosys, a global leader in next-generation digital services and consulting, today announced the launch of Infosys Cortex, its customer engagement platform, aiming to “humanize customer experience, empower agents and drive intelligent operations for enterprises”.

The platform leverages technology from Genesys, a global leader in cloud customer experience and contact center solutions, along with Contact Center AI services from Google Cloud and its managed artificial intelligence (AI) and analytics services.
Infosys Cortex aims to revamp customer care operations by providing intelligence to aid purposeful customer communication, smarter and faster decision-making, and deliver value at scale.
Using the power of cloud and a modular microservices based architecture, it helps enterprises achieve up to 40 per cent faster and more effective agent hiring and learning, the company said.
It also brings up to 30 per cent improvement in agent performance with training before operationalising the contact center, it added.
Furthermore, Infosys Cortex drives up to 30 percent improvement in satisfaction for customers through intent prediction and self-service, along with up to 40 per cent improvement in operations through cognitive automation and analysis of contextual data across systems using Infosys Data and Analytics Platform powered by Google Cloud.
Together with Google AI-powered voicebots, chatbots, interaction analytics, and an industry-leading IVR from Genesys, businesses can shift from being remote-ready to driving digital customer service from anywhere. They can also grow the effectiveness of their customer care with increased first-call resolution, reduced average handle time, decreased call volume, and improved service-to-sales conversion.
“Our experience of managing the IT landscapes of large complex enterprises, expertise across industry domains, and strengths in enabling workforce learning uniquely equips us to help businesses deliver customer delight. With Infosys Cortex, we can now share with them the digital capabilities to future-proof their customer relationships”, said Ravi Kumar, President at Infosys.
“The next wave of CX (customer experience) solutions are built to improve decision velocity. Machines can make 100 decisions per second, humans can make one per second but often get bogged down in management committee for weeks,” said Ray Wang, Founder and Chairman, Constellation Research, Inc.
“When AI is applied to CX, agents have the context they need to make faster and more precise decisions. As agents are augmented by AI, they can deliver more personalized experiences.”
Infosys’ new product is part of the growing interest in AI-power customer service. In fact, $13.9 billion was invested in CX-focused AI and $42.7 billion in CX-focused Big Data and analytics in 2019, with both expected to grow to $90 billion in 2022, according to IDC.

Cognizant to acquire Servian, an Australian data and analytics consulting firm

Cognizant will acquire Servian, a Sydney-based, private enterprise transformation consultancy specializing in data analytics, artificial intelligence, digital services, experience design and cloud.

Servian is Cognizant’s 10th digital-focused acquisition announced since January 2020, showing Cognizant’s strategy to accelerate capabilities and growth in priority areas of data and artificial intelligence, digital engineering, cloud, and Internet of Things across the globe, the company said.  Financial details of the transaction were not disclosed.

Cognizant expects the acquisition of Servian to expand its integrated, end-to-end digital transformation capabilities in Australia and New Zealand (ANZ) to help clients move to the cloud, build digital products and services, unlock value from data, modernize enterprise applications, and achieve operational efficiency.

“Enterprises in Australia and New Zealand are at an inflexion point in their digital adoption,” said Jane Livesey, CEO, Cognizant Australia and New Zealand. “Cognizant’s extensive digital expertise combined with Servian’s strengths as the premier technology partner in the region will open up the full power of digital transformation for our Australasian clients. We look forward to welcoming Servian’s talented digital-native professionals to Cognizant.”

“Enabling clients to leverage their data assets for accelerating business transformation and driving competitive advantage is at the heart of our success,” said Tony Nicol, Founder and CEO, Servian. “We share Cognizant’s passion for innovation powered by digital technologies. With Cognizant’s deep industry expertise and global scale, we will be able to apply our strengths in strategic advisory, engineering delivery, and managed services across an even broader spectrum of challenges and opportunities presented by the digital economy.”

The transaction is expected to close in the first quarter of 2021, subject to regulatory clearance and other closing conditions.

Tencent invests $279 million in AI chip startup

Tech giant Tencent has invested a staggering $279 million (1.8 billion yuan) into an artificial intelligence (AI) semiconductor chips manufacturing company in China.

Enflame Technology, headquartered in Shanghai, has received funding from Tencent and several other investors including China’s state-owned conglomerate group CITIC, and investment firms China International Capital Corporation (CICC) and Primavera.

Tencent’s investment will allow it to segue into the booming semiconductor chip industry, which is currently dominated by NVIDIA, AMD, and most recently, Intel after its acquisition of US chipmaker Xilinx.

This move by the Chinese tech company is also expected to contribute to China’s plan to become more self-reliant in the technology sector after numerous tech-related bans by the US, such as TikTok and Huawei’s 5G development.

Founded in 1998, Tencent is best known for messaging app WeChat and multiplayer video game League of Legends. The company reported $5.88 billion in profit in the third quarter of 2020, a 29% year-on-year increase.

This is Tencent’s fourth time injecting funds into Enflame Technology, which was founded in 2018.

Semiconductor chips produced by companies such as Enflame Technology are becoming more important to the global tech market, because these chips are capable of processing large amounts of data which are used to train AI models and power data centers.

AI technology is taking over

Technological developments, increase in demand for Big Data and analytics, and increased digitisation across all sectors are factors fuelling the growth of the global AI hardware market.

The onset of COVID-19 has fuelled utility & adoption of artificial intelligence (AI) hardware, due to its ability to screen, track and predict the present and future patients affected by coronavirus infection.  According to the NewVantage Partners, the number of companies that invest over $500 million annually in big data increased to 21.1% in 2019 from 12.7% in 2018, indicating the importance of AI and Big Data across organizations, hence propelling industry growth.

Meanwhile, Asia Pacific market is anticipated to experience robust growth over 2020-2027, owing to increasing investment in AI technology by different end-use industries, and rising demand for big data and analytics in the region.

India’s Tech Mahindra disrupts digital transformation with new Intelligent Cloud platform

Tech Mahindra, a leading digital transformation service provider in India, announced the launch of a new intelligent cloud operations and subscription management platform.

iCOPS aims to improve corporate efficiency by leveraging artificial intelligence for IT operations and analytics with data security and cost optimisation, simplifying existing cloud operations for global enterprises.

Vivek Gupta, Vice President and Head of Global Cloud Services at Tech Mahindra, said iCOPS will ‘help global enterprises move towards a zero-touch cloud operations model while ensuring complete security and transparency in operations’.

The iCOPS platform will be merged with Tech Mahindra’s existing infrastructure operations platform TACTiX,  NetOps.ai and mPAC 3.0, a hybrid and multi-cloud management platform. This combination demonstrates the company’s commitment in creating a centralised IT system to improve business efficiency.

iCOPS will have four key focus areas: tech optimisation (‘TechOps’) to enable zero downtime, security optimisation (‘SecOps’) for zero vulnerability, development optimisation (‘DevOps’) for Zero manual interventions and finance optimisation (‘FinOps’), enabling continuous cost management. 

All four areas aim to streamline diverse cloud operations and reduce spending via said streamlining.

Besides cloud computing, Tech Mahindra is also focused on developing next-generation technologies such as 5G, artificial intelligence and cybersecurity to disrupt and enable digital transformation.

This comes at a time when India is making rapid advances in becoming a digital society, as tech giants and global players in the scene are entering the country to be a part of a US$4.9 billion opportunity, including Schneider Electric, Equinix, NTT and Legrand Data Center Solutions.

Got a story, opinion or more information on this article? Contact us at editor@w.media.
And get the latest updates by signing up to the W.Media Newsletter!

What does the future hold for India’s data center market?

The need for data centers in India is growing exponentially, as data consumption by half a billion digital users is reaching unprecedented levels.

But how can you tap into this exciting market? And what is the best practice for data center operators and cloud service providers in the country?

Stay tuned for more fascinating webinars taking a deep dive into the data center and cloud markets in India!

Get involved in the conversation and connect with your peers on LinkedIn, Facebook and Twitter using #WMediaEvent!

> View all W.Media digital events

New security system using AI and cloud technology looks to reduce car theft and greenhouse gas emissions in Thailand

Frasers Property Thailand has launched a new innovative security system that uses artificial intelligence and cloud databases in the hopes of reducing car theft and greenhouse gas emissions.

The project known as Dashway equips CCTV cameras with the ability to recognise license plates, predict traffic density and calculate exhaust emissions in real-time.

These enhanced security abilities to keep Thailand safe from premise intrusions and parking violations are powered by machine learning embedded in cloud databases.

Dashway’s data visualisation displays information on traffic density and exhaust emissions.

Display license plate recognition information and classification of cars enter-exit

Yan Khek Wee, the EVP of Investment Property for Frasers Property Thailand, said: “Dashway helps to reduce our operation costs and also provides a seamless experience to our customers.”

The project will be deployed for the first time at Frasers Property Logistics Park to solve the problem of manually handling site security of the facility that accommodates more than 2,000 vehicles per day.

Dashway will provide a non-intrusive experience for customers by deploying Automatic License Plate Recognition technology connected to barrier gates, allowing authorised personnel into the park and reducing traffic congestion.

The project’s Automatic Intruder Detection technology captures 360-degree movement

Geo-fencing technology (GFA)

The cloud database will store information on the types of vehicles to enable predictive analysis and even a future use for targeted advertising.

The project provides real-time notifications to security teams and visualisations of the data to help keep Thailand safe from car theft and reduce greenhouse gas emissions.

This article is produced in partnership with TCC Tech.

VinGroup’s VinAI to be the ‘first in Southeast Asia’ to deploy the NVIDIA DGX A100 data center solution

VinAI Research, VinGroup’s AI research arm revealed, has claimed to be the first in Southeast Asia to deploy the newly-launched NVIDIA DGX A100 data center solution.

Vietnam’s first artificial intelligence research lab looks to use the supercomputer to train large AI models for language and videos by enabling more natural human interaction with machines through voices, gestures and biometrics.

VinAI will scale up AI research with NVIDIA’s DGX A100

Dr Bui Hai Hung, the Director of VinAI Research, said: “We have some exciting models and experiments waiting for the new machine.”

Around 70 scientists, residents and engineers will make full use of the new AI system that can reduce the time required to complete an experiment from more than one week to less than 24 hours.

He added: “Our lab’s computing-facility utilisation is always maxed out at 100% so there is no shortage of workload.”

The research lab contributed to the global fight against the COVID-19 pandemic by automatically analysing tweets for COVID-19 events and enabling face recognition of people donning face masks.

VinAI, founded in 2019, is prepared to scale up their research for applied AI projects, enabled by systems like NVIDIA’s DGX A100.

Dennis Ang, NVIDIA’s Director of Enterprise Business for the SEA and ANZ Region, said: “The new NVIDIA DGX A100 will empower VinAI to optimise computing power and resources to accelerate diverse workloads including data analytics, training and inference.”

The investment in AI is part of VinGroup’s long-term strategy of becoming a technology-focused corporation.

The NVIDIA DGX A100 was revealed in May 2020 as the world’s first five-petaflops server that can be divided into as many as 56 applications running independently. The system includes NVIDIA’s new A100 GPU and will cost around US$199,000.

Jensen Huang, NVIDIA’s Founder and CEO, said in a keynote recorded from the kitchen of his California home that the system allows a single server to either “scale up” to race through computationally intensive tasks such as AI training, or “scale out,” for AI deployment.

NVIDIA estimated that a data center powered by five DGX A100s working on AI training and inference can do the work of a typical data center with 50 DGX-1 systems and 600 CPU systems consuming 630 kilowatts and costing over $11 million.