Infosys Launches AI-driven Solution to Automate Helpdesk Operations

By Ralph Rio

Company and Product News

Infosys announced the launch of AI-driven ‘Cognitive Email Workbench’ solution that gives enterprises the ability to augment query management and scale their helpdesk operations, enhancing productivity and customer satisfaction.  To develop this solution, Infosys leveraged its partnership with Blue Prism, a leading Robotic Process Automation (RPA) provider and a strategic partner.  Infosys and Blue Prism joined hands in 2017 to help enterprises drive intelligent automation capabilities across multiple industries.

Infosys Cognitive Email Workbench is an AI-based assisted automation solution that allows clients to eliminate manual resolution and build near-touchless contact centers.  It combines the intelligence of AI and Natural Language Processing (NLP), with Blue Prism’s intelligent automation platform and Optical Character Recognition (OCR) capabilities.  It also adds skills critical for enabling assisted and unassisted email responses, thereby giving customer helpdesks the flexibility to focus on requests actually requiring manual intervention. Integrating seamlessly with enterprises’ existing IT, the solution:

  • Senses and proactively addresses customer and partner queries received over email through highly personalized responses
  • Understands customer intent by extracting attributes from emails and triggers necessary actions
  • Suggests personalized offers through customer analytics, helps with auto-responses, amplifies helpdesk effectiveness and improves customer satisfaction


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