Infosys automates Tier 1 support with scale, efficiency and generative AI

Infosys faced several challenges related to Level 1 (N1) customer service, including:

• Excessive number of agents: As demand increased, the need to hire more professionals generated a significant increase in operational costs.

• Lack of documentation: The absence of structured service records made it difficult to measure quality and continuously improve processes.

• Need for greater efficiency: Customer support needed to be more agile and effective to meet user expectations and reduce response time.

Risks and Impact if the Challenge Was Not Addressed:

• Increased operational costs with the continuous hiring of new agents.

• Low customer satisfaction, due to long response times and inconsistent responses.

• Difficulty in standardizing and quality of service, negatively impacting the experience of end users.

MadeinWeb implemented a Generative AI solution to automate N1 service, reducing the need for human intervention and improving the customer experience. The solution enabled accurate, fast and humanized responses, ensuring efficient and scalable support.

AWS Services Used:

• Large Language Model (LLM): Implementation of an AI model to interpret and respond to customer questions with greater precision and naturalness.

• Amazon S3: Used to store the knowledge base necessary to feed the chatbot.

• Amazon SageMaker: Responsible for training and optimizing the AI model, ensuring its continuous evolution.

• Amazon ECS: Scalable infrastructure to support the processing of interactions and integrations with Infosys systems.

• Custom User Interface: Development of an interactive frontend so that agents could validate chatbot responses and provide feedback for improvements ongoing.

Partner Support During Pre- and Post-Implementation:

• Strategic Planning: Definition of project scope and objectives with the Infosys team.

• Generative AI Implementation: Configuration of AWS services, model training and user interface development.

• Monitoring and Tuning Ongoing: Monitoring chatbot performance and refining AI to ensure maximum effectiveness.

• Roadmap for Expansion: Providing a detailed plan for full technology adoption within Infosys, enabling future improvements and integrations.

With the adoption of Generative AI, Infosys achieved significant gains in operational efficiency and cost reduction, transforming its customer service.

Specific Solution Benefit Metrics:

• Significant reduction in operational costs, eliminating the need to expand the support team.

• Increased service quality, with faster and more consistent responses, resulting in greater customer satisfaction customers.

• Process automation, freeing the team to work on more strategic and complex tasks.

• Implementation of scalable service, allowing Infosys to support a greater volume of interactions without compromising quality.