Infosys Limited · NSE:INFY
Infosys — Conference Presentation (July 2020)
18 slides from Infosys's conference presentation, Jul 14, 2020
Slide 1: From Jeeves to J.A.R.V.I.S: The human experience awaits
From Jeeves to J.A.R.V.I.S The human experience awaits July 14th 2020 Vijay Narsapur | Maddee Hegde | Anand Santhanam
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Slide 3: Technology is the par for the course and human skill is the differentiator
ATHLETE / EQUIPMENT CONUNDRUM Technology is the par for the course and 3 human skill is the differentiator
Slide 4: Customer behavior and expectations are being remodeled
CUSTOMER BEHAVIOR AND EXPECTATIONS ARE BEING REMODELED 100% Cellular Phone Computer Internet 80% American Consumer Satisfaction Index 2020 Q1: 74.6 Baseline: 73.7 Social media usage Tablets 60% 40% Video streaming 20% Technology adoption in US households 1995-2019 Source: OurWorldInData.org/technolo
Slide 5: For the enterprise, AI NLP will be a differentiator
FOR THE ENTERPRISE, AI NLP WILL BE A DIFFERENTIATOR $36B forecast Spend in Natural Language 2020 Q1: 74.6 Processing industry by Baseline: 73.7 American Consumer Satisfaction Index 2024 Others Natural Language Automatic summarization Question Answering, Information extraction STT – top of Tech Hype
Slide 6: Poll Question 1
POLL QUESTION 1 What is the most annoying part of a customer service call? 6
Slide 7: Poll 1 answer options
1. Awful music while waiting 2. Having to repeat the same issue to multiple agents 3. Automated IVR where the multiple options feel like a treasure hunt 4. The issue not being resolved in one call / chat / interaction 7
Slide 8: What is the most annoying part of a customer service call?
What is the most annoying part of a customer service call? 46.2% 30.8% 22.0% 1.1% Awful music while waiting Having a repeat the same Automated IVR where the The issue not being issue to multiple agents multiple options like a resolved in one treasure hunt call/chat/interaction 8
Slide 9: Challenges: technology to do a better job than humanly possible
CHALLENGES We just need technology to do a better job than humanly possible If technology was so great, the most used words in the customer service interaction wouldn’t be “I want to speak to Agent/Representative” 9
Slide 10: Poll Question 2
POLL QUESTION 2 If you were a customer service agent, what would you like most of all ? 10
Slide 11: Poll 2 answer options
1. Train me better 2. Give me simpler systems and an easier way to work 3. Just give me the right data 4. Allow me more flexibility in interactions 11
Slide 12: If you were a customer service agent, what would you like most of all?
If you were a customer service agent, what would you like most of all ? 60.0% 15.4% 15.4% 9.2% Train me better Give me simpler systems Just give me the right data Allow me more flexibility in and an easier way to work interactions 12
Slide 13: Bringing them together
BRINGING THEM TOGETHER High Process re-engineer & Humanware Insights Complexity of Intents Simplify, Automate & Human-centric Self Service Low Low Human empathy need High 13
Slide 14: Bringing them together
BRINGING THEM TOGETHER High Process re-engineer & Humanware Insights Complexity of Intents Simplify, Automate & Human-centric Self Service Low Low Human empathy need High 14
Slide 15: Infosys Cortex2 is a micro-services based modular platform
INFOSYS CORTEX2 IS A MICRO-SERVICES BASED MODULAR PLATFORM TALENT ENABLEMENT TALENT SUITE DEVELOPMENT SUITE 1. Pre-hire Simulated evaluation 1. Agent smart unified desktop 2. Digital Learning Platform 2. Virtual Coach guided workflows 3. Soft-skills learning and assessment 3. Behavioral nudges 4. Co
Slide 16: Infosys Cortex2 – the Humanware experience begins
WHOLE > SUM OF PARTS Wisdom Intelligence Empathy Consistency Flexibility Scalability Creativity Specialization Infosys Cortex2 – the Humanware experience begins… 16
Slide 17: Navigate your next
Navigate your next
Slide 18: Thank you
Thank you