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.