Infosys and Astound partner to Deliver Better Service Experience through an AI enhanced Enterprise Service Management Cafe

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AI-enhanced support helping McDonald’s derive business benefits through customized service experiences

Bangalore, India and Menlo Park, CA – May 02, 2018: Infosys, a global leader in consulting, technology, and next generation services, today announced a partnership with Astound, an enterprise software company applying machine learning and natural language processing to automate services and support for enterprises. Through this partnership, Astound’s Artificial Intelligence (AI) platform will be embedded into Infosys Enterprise Service Management Café to deliver AI-driven automation to large enterprises and their employees.

Infosys Enterprise Service Management Café is an AI-powered solution developed on the ServiceNow platform that delivers superior service to businesses. Infosys and Astound have partnered to provide a modern, AI-enhanced support experience to global organizations to ensure that the Cafe continues to deliver customized experiences which employees of these organizations expect. Organizations using Enterprise Service Management Cafe from Infosys will benefit from Astound’s virtual agent, automated routing, smart recommendations, and predictive analytics.

The solution reduces call volume, mean time to resolve tickets, improves customer satisfaction and reduces support costs by providing recommendations to users in real time. This is achieved by combining AI and natural language processing technologies to automate answers to common questions with deep understanding of enterprise service management processes.

“The future of enterprise support is AI-driven automation. We’re proud to partner with leaders like Infosys to deliver superior support experiences to global organizations,” stated Dan Turchin, co-founder and Chief Product Officer of Astound. “ESM Cafe is the most sophisticated Service Management platform and Astound is the most mature AI platform for Service Management. Together, we are excited to deliver on the promise of making humans smarter and work life better for every employee.

“Infosys Enterprise Service Management Café’s customers like McDonald’s are already benefiting from Astound’s AI-driven automation,” said Ravi Kumar, President and Deputy Chief Operating Officer, Infosys. “We are proud to be leading the transition from manual to automated processes. In the next decade, all enterprise services will be delivered by a combination of virtual agents and smart humans assisted by AI and we are excited to be launching the integrated solution to all our global customers.”

The Enterprise Service Management Café’s implementation at McDonald’s uses AI at the core and this has helped in realizing significant benefits to the business and operations. AI recommends correct ticket categories, interactively provides feedback to guide conversations for complex cases and provides users access to a vast knowledge base. This solution leverages pre-built learning models which improve over time as users interact with it in their day to day operations.

“Infosys and McDonald’s chose Astound as the AI platform to provide better service to the business and users, get more value out of the data stored in service management tools, faster time to insight, better user experience, automated decision making and improved customer satisfaction,” said Joel Eagle, Senior Director, Technology & Architecture, McDonald’s Global Technology Services.

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