Infosys TechCompass #14 - ITBizOps

November 16, 2022

Organizations increasingly shift from traditional, siloed channels to collaborative and cognitive networks. The focus is to provide a personalized experience, where channels comprise intelligence layer support to understand the user’s needs and suggest relevant alternate options

IT and business operations (ITBizOps) help transform a slow, reactive organization with departments working in silos into an integrated work environment that is adaptive, evolving, and continuously learning — a live enterprise. We have explored here key trends across seven ITBizOps subdomains. ????

• Trend 1 – Conversational customer service and experience augment user experience

A major telecom company built a cognitive chatbot solution for automated query resolutions and better collaboration across its global tax audit team. For the firm’s chatbot system, Infosys implemented the multichannel IBM Watson with Genesys solution.

• Trend 2 – Enterprises quickly enhance user experience with micro-feedback and nudges

A UK-based consumer goods company partnered with Infosys to reimagine the digital experience through a cognitive-first approach. Moving away from traditional channels like e-mails, the digital experience is now powered by the Live Enterprise Application Management Platform, along with Digital Brain.

• Trend 3 – More immersive experiences for field service operations

A multinational conglomerate developed an AR/VR-driven field services operations solution. The firm produces fire, HVAC, and security equipment for buildings. The solution extracts and displays details about field equipment to field engineers.

Find more about these trends and their use cases here.

• Trend 4 – Enterprises increasingly use process mining solutions to fix upstream root causes to prevent downstream?issues

A leading process mining technology vendor partnered with Infosys for end-to-end visibility of several business processes, including order to cash, purchase to pay, accounts payable, accounts receivable, production planning, quality management, and manufacturing execution system. End-to-end visibility of finance processes helped the firm reduce lost cash discounts from 85% to 60% in just?months.

• Trend 5 – Industry data exchanges and vertical/enterprise outcome-based platforms gain prominence

European mortgage providers increasingly adopt digital mortgage platforms stacks, as customer preference shifts toward digital and self-service capabilities, with simple, transparent, personalized, and consistent journeys in an omnichannel environment. These platforms deliver scale and efficiency through fully interconnected digital applications. Stater NV platform in Europe manages 1.7 million loans and a €310 billion primary residential servicing portfolio.

• Trend 6 – Cognitive, extreme automation, and digital worker management with a focus on risk and compliance

A global healthcare devices major created a resilient and efficient BOT-enabled process landscape to become cognitive and responsive. On the first day of the pandemic outbreak, 97% of the 1,132 live BOTs remained effective and worked seamlessly, demonstrating the solution’s effectiveness. ?

Find more about these trends and their use cases here.

• Trend 7 – Shift to a sentient digital workforce from simple runbook automation

A leading European consumer goods manufacturer built a sentient enterprise by leveraging three critical solutions from Infosys: Digital Brain, Live Enterprise Application Platform (LEAP), and Infosys Cognitive Automation Studio.

• Trend 8 – Ticket triaging, solution prediction, and auto resolution become eminent

An Asian tax regulatory body used Infosys’ in-house solutions, including an intelligent automation tool, to classify, enrich, and route their tickets to the right support engineer efficiently. It reduced the entity’s MTTR by?20%.

• Trend 9 – Rapid advancements in computer vision and AI ease field service operations

An overhead conductor manufacturer wanted to apply specialized coating on its installed power conductors to extend their lives and evade expensive replacements. Intelligent robots controlled remotely via cellular/RF used advanced vision and control systems to automate and perform the coating process.

Find more about these trends and their use cases here.

• Trend 10 – Shift of innovation centers and rapid innovation delivery

One of the world’s largest telecommunication service providers established an innovation lab with Infosys’ Living Labs offering. It delivered over 15 innovations in rapid joint-innovation cycles using existing Infosys solutions and developed a new IP.

• Trend 11 – BizDevSecOps to drive agility in business operations

A major automotive company collaborated with Infosys to develop continuous integration, continuous delivery (CI/CD) pipelines. It helped the firm quickly deliver app changes to end users, on cloud.

Find more about these trends and their use cases here.

• Trend 12 – Increased adoption of AIOps-driven site reliability engineering and edge resiliency

A large consumer packaged goods company leveraged Infosys LEAP’s SRE capabilities to proactively monitor its 20 business-critical applications across three geographies. The firm used AIOps engine and cognitive-first automation bots to enable self-healing and availability improvement.

• Trend 13 – Performance management to become integrated and ecosystem-driven

A large soft drinks manufacturer partnered with Infosys to develop IoT-based industrial vertical resiliency for real-time plant visibility. This resulted in increased plant throughput and profitability: efficiency improved by 45% to 60%, zero data duplication, and manual effort reduced by 70%.

Find more about these trends and their use cases here.

• Trend 14 – SRE-driven, multicloud management to achieve operational efficiency and better service availability

A leading US-based fast-food retailer implemented SRE to improve operational efficiency and application availability. The program included implementing an automation and observability solution, reskilling its existing team on full stack technologies, and driving the SRE culture through coaching and training programs.

• Trend 15 – Cloud-native technologies adoption to build platforms for accelerated innovation and speed to?market

A leading US-based semiconductor manufacturing company and a top global financial management company modernized their platforms to host and develop digital solutions. The firms improved their new service launch frequency by leveraging cloud-native technologies offered by various hyperscalers.

Find more about these trends and their use cases here.

• Trend 16 – Business outcomes become the new measure of service management

A large insurance company faced frequent issues with on-time adjudication of claims. Despite meeting IT SLAs, they were penalized for the issues. The company leveraged Infosys’ Live Enterprise Application Management Platform to implement a business control center to define, monitor, and manage its business KPIs.

• Trend 17 – Upgrade from IT service management to enterprise service management

One of the largest privately owned engineering firms implemented enterprise service management. The firm’s business and IT functions now operate through a consolidated cloud-based platform based on Infosys’ ESM Café built over ServiceNow, making them a fast-moving, ready-for-anything live enterprise.

Find more about these trends and their use cases here.

Read our 2022 ITBizOps TechCompass to know more about the key trends in the LCNC space.