BANGALORE, January 25, 2017 /PRNewswire/ --
Project Wins Catalyst Award for Next-generation Customer Care Services Through Artificial Intelligence
Infosys, a global leader in consulting, technology, outsourcing and next-generation services, today announced that it has been awarded in the 'Best in Show' category by TM Forum Live! Asia". TM Forum is a leading global industry association for digital business. The award was given for the 'Cognitive Digital Agent' - a project championed by Globe Telecom, Philippines along with Infosys, Amdocs and Huawei.
The project demonstrated the feasibility of using cognitive computing technologies aligned to telecom business processes to enhance customer experience in a more intuitive and natural fashion. To address changing consumer needs and demands in today's digital economy, Infosys, along with Huawei and Amdocs, established the Cognitive Digital Agent - a five-month project, led by Globe Telecom. This was aimed at creating the next generation of customer care services, leveraging artificial intelligence technologies. The core solution is driven by Infosys' expertise in natural language processing, machine learning and cognitive computing. The Cognitive Digital Agent has the capability to address complex queries and answer questions through omni-channel access including interactive voice responses (IVR), portals and wearables.
The Cognitive Digital Agent creates a difference in situations where, if a call center is contacted, the responses are generated using natural language processing - making them more consumer friendly, or on social media platforms and in smart watches where the machine agent responds to queries 24x7. TM Forum recognized the project for some of these exceptional demonstrations of business outcomes across channels, and the inventive use of machine learning and Artificial Intelligence (AI).
Mr. Rajesh Krishnamurthy, President and Global Head of Energy, Utilities, Telecommunications and Services, Infosys:
"Our goal has been to explore the use of cognitive computing and artificial intelligence technologies such as natural language processing and machine learning to create the next generation of customer care services, which, in turn, enabled us to create this compelling project that can significantly improve customer satisfaction. This award is testimony to the company's AI capabilities and demonstrates our thought leadership in the telecom industry."
Pebbles Sy-Manalang, Chief Information Officer, Globe Telecom:
"Globe is at the forefront of transforming the telecoms industry in the Philippines by being a Digital Service Provider, well-equipped to serve the needs of Filipinos in living out their digital lifestyle. Once again we are changing the game by adopting artificial intelligence concepts and technologies that would give more than 68 million customers of globe improved service while being cost-efficient. When we decided to demonstrate the potential and applicability of Cognitive Digital Agent through TM Forum's Catalyst program, we partnered with Infosys because of its leadership position in Telco industry and the richness of Infosys' Artificial Intelligence and Machine Learning platform. I am happy to see that our partner ecosystem with Infosys, Amdocs and Huawei were able to demonstrate this potential value to our industry and what it can do for our customers which has been appreciated by TMF."
Rebecca Sendel, Vice President of Services & Catalysts, TM Forum:
"This award-winning project captured the spirit of the Catalyst program by rapidly developing a solution through collaboration and teamwork, delivering a quantifiable business outcome in the form of significant cost reduction (between 10 and 40 percent). These results exemplify the R&D multiplication effect of the Catalyst program, which is a proven collaboration platform for designing, building and testing solutions much faster and with lower risk and cost than any individual company could hope to accomplish."
About Infosys Ltd
Infosys is a global leader in technology services and consulting. We enable clients in more than 50 countries to create and execute strategies for their digital transformation. From engineering to application development, knowledge management and business process management, we help our clients find the right problems to solve, and to solve these effectively. Our team of 199,000+ innovators, across the globe, is differentiated by the imagination, knowledge and experience, across industries and technologies that we bring to every project we undertake.
Certain statements in this press release concerning our future growth prospects are forward-looking statements regarding our future business expectations intended to qualify for the 'safe harbor' under the Private Securities Litigation Reform Act of 1995, which involve a number of risks and uncertainties that could cause actual results to differ materially from those in such forward-looking statements. The risks and uncertainties relating to these statements include, but are not limited to, risks and uncertainties regarding fluctuations in earnings, fluctuations in foreign exchange rates, our ability to manage growth, intense competition in IT services including those factors which may affect our cost advantage, wage increases in India, our ability to attract and retain highly skilled professionals, time and cost overruns on fixed-price, fixed-time frame contracts, client concentration, restrictions on immigration, industry segment concentration, our ability to manage our international operations, reduced demand for technology in our key focus areas, disruptions in telecommunication networks or system failures, our ability to successfully complete and integrate potential acquisitions, liability for damages on our service contracts, the success of the companies in which Infosys has made strategic investments, withdrawal or expiration of governmental fiscal incentives, political instability and regional conflicts, legal restrictions on raising capital or acquiring companies outside India, and unauthorized use of our intellectual property and general economic conditions affecting our industry. Additional risks that could affect our future operating results are more fully described in our United States Securities and Exchange Commission filings including our Annual Report on Form 20-F for the fiscal year ended March 31, 2016. These filings are available at http://www.sec.gov. Infosys may, from time to time, make additional written and oral forward-looking statements, including statements contained in the company's filings with the Securities and Exchange Commission and our reports to shareholders. In addition, please note that any forward-looking statements contained herein are based on assumptions that we believe to be reasonable as of the date of this press release. The company does not undertake to update any forward-looking statements that may be made from time to time by or on behalf of the company unless it is required by law.