Discovering the right customer service process for...

1 ©2017 EdgeVerve Systems LimitedExternal Confidential©2017 EdgeVerve Systems Limited

Discovering the right customer service process for Automation

2 ©2017 EdgeVerve Systems LimitedExternal Confidential

Infosys: The next-generation

technology services company

Founded in Pune, India in 1981

$10 billion in revenues

1,152+ clients

Clients in 50+ countries

85 offices and 100 development centers

199,763+ employees of 115 nationalities

94% are consultants and engineers

97% of staff areuniversity educated

22% with masters degrees or doctorates

35% of employees are women

World’s largest corporate university

1.3% of revenues invested in R&D

More than 300 researchers

Employees trained in Design Thinking

505 patents pending and 204 granted

Transparency, ethics, and respect

$500 million innovation fund

96.7% business is repeat business

2% of avg. net profits over 3 fiscals to Infosys

Foundation

Award winning sustainable delivery centers

4 out of top 5 US banks

7 out of top 10 global CPG

8 out of top 10 global pharma

4 out of top 5 global

aerospace & defence

6 out of top 10 communications cos.

Corporate Learning PurposePeople Clients

Helping enterprises transform and thrive in a changing world by co-creating

breakthrough solutions that combine strategic insights and execution excellence. We

assist clients renew themselves while also creating new avenues to generate value.


Task automation

Assisted automation

Workflow orchestration

Monitoring business process, App/Infra

The automation continuum: Transformation towards “Software + People”

Improve Operational Efficiencies

(The ‘Brawn’)

Curate knowledge to enable intelligent decisioning & automation (’Self-Heal’)B

usi

ness

valu

e

Automation maturity

Deterministic Predictive Cognitive

Proactively improve business process & avoid business disruptions (The ‘Brain’)

Business process insights

& On-Demand &

robotic automation

Process discovery

Prediction models for failures & anomalies

Anomaly monitoring & dynamic threshold

Diagnostic model based automation

Analytics driven

operations & anticipate /

predict failures

Process mining

Knowledge ontology models

Intelligent interaction automation

Knowledge driven

maintenance & self learn


Refer to steps in standard operating procedures

Typical steps in customer service processes

Copy & paste information multiple times

Integration of data and information

Numerous navigations and clicks

Rules and calculations for operations

Application interactions

Application navigation

Data extractionData capturing

Data population

Validations

File operations

Email automation

UI Automation


Infosys Investments in Automation and AI

Data Platform Knowledge Platform Automation Platform

• Advanced Data Analytics• OCR and NLP• Advanced Machine Learning

• Captures, formalizes, and processes knowledge

• Powerful ontology structures

• Robotic Process Automation (RPA)• Predictive Automation• Cognitive Automation

Intelligently automate repetitive and programmatic tasks and model complex systemsFree people to channel creativity, passion, and imagination into those tasks with greater value to the organization

Empowers enterprises to continuously reinvent systems and processes to meet complex business challenges


E

• Desktop analytics

• Process discovery

• Automation opportunity

identification

• Machine Learning

• Codeless automation

• Record & Play

• Multi-skilled bots

• Powerful Control Tower and

analytics

• Microbots

• Intelligent Automation

• Natural Language

Processing

• Context retention

• Machine Learning

• On-demand automation

• Automation-as-a-service

• Personal automation panel

• Accelerated deployment

• On-demand automation

• UX based

• Real-time interaction with

customers

Infosys AssistEdge: Building blocks for deterministic automation


Structured approach to identify the automation opportunities

User keystrokes and clicks

Top call drivers for processes

Automated recording of

steps

Automate the process

Captures user activity data

Process discovery using machine learning algorithm

Record and play automation by process demonstration

Run process automation


Solution demo


ZERO touch business process automation starts with a strong process mining

Challenges in operations are lot more complex for simple automation solutions


400+ business functions

400,000+ active users

Used in 40+ countries

Enhanced agent productivity by 25%

Reduced operational cost by 20%

20% reduction in query resolution

Payback in 3-6 months

$2+ billion savings delivered

Multiple patents

An award winning, proven & scalable platform that helps enterprises in end-to-end service modernization through robotic automation

Partnering with clients across –

TELECOM, BANKING, INSURANCE, RETAIL, HEALTHCARE & MANUFACTURING

10,000+ processes automated

75+ million transaction per month


To summarize

We bring the power of the

house to reduce your TCO

Robust RPA product

Cognitive capabilities with Artificial Intelligence

Optimized implementation costs

Globally scalable staffing models

Industry experience of 200,000+ people

Product

Services

Enterprise

Proven enterprise class products


©2017 Edgeverve Systems Limited (a fully owned Infosys subsidiary), Bangalore, India. All Rights Reserved. This documentation is the sole property of Edgeverve Systems Limited (“Edgeverve”). Edgeverve

believes the information in this document or page is accurate as of its publication date; such information is subject to change without notice. Edgeverve acknowledges the proprietary rights of other companies

to the trademarks, product names and such other intellectual property rights mentioned in this document. This document is not for general distribution and is meant for use solely by the person or entity that it

has been specifically issued to and can be used for the sole purpose it is intended to be used for as communicated by Edgeverve in writing. Except as expressly permitted by Edgeverve in writing, neither this

documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the

prior written permission of Edgeverve and/ or any named intellectual property rights holders under this document.

For more information, please contact

Naresh KothariMobile: +1 510 894 9398Email: [email protected]

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