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.
3 ©2017 EdgeVerve Systems LimitedExternal Confidential
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
4 ©2017 EdgeVerve Systems LimitedExternal Confidential
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
5 ©2017 EdgeVerve Systems LimitedExternal Confidential
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
6 ©2017 EdgeVerve Systems LimitedExternal Confidential
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
7 ©2017 EdgeVerve Systems LimitedExternal Confidential
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
8 ©2017 EdgeVerve Systems LimitedExternal Confidential
Solution demo
9 ©2017 EdgeVerve Systems LimitedExternal Confidential
ZERO touch business process automation starts with a strong process mining
Challenges in operations are lot more complex for simple automation solutions
10 ©2017 EdgeVerve Systems LimitedExternal Confidential
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
11 ©2017 EdgeVerve Systems LimitedExternal Confidential
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
12 ©2017 EdgeVerve Systems LimitedExternal Confidential
©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]