Tech consultant Infosys and RPA provider Blue Prism have partnered on a solution for help desk operations that will increase the number of queries a customer service department has to handle manually. The solution integrates AI, natural language processing and optical character recognition to enable companies to respond to consumer requests either with or without human intervention.
“Working with our clients, we are noticing two dominant trends – the need for them to be resilient to effectively address real world problems; and accelerated intelligent automation adoption to leverage actionable insights,” said Balakrishna D R, senior vice president and service offering head for ECS, AI and Automation at Infosys. “Together with Blue Prism, we are launching a solution that addresses both these imperatives while enabling enterprises to proactively and efficiently address their customer and partner queries.”