A major player in IT, Infosys, on Wednesday declared the launch of its AI-driven ‘Cognitive Email Workbench’ solution for providing enterprises with the ability in augmentation query management and scaling of helpdesk operations. Infosys along with its partnership with Blue Prism, which is a Robotic Process Automation (RPA) solution provider, and a strategic partner developing the solution, promises significant enhancement in production and customer satisfaction.

In 2017, Infosys and Blue Prism came in contact to help enterprises drive intelligent automation capabilities in multiple industries. An AI-based assistance for automation solution, Infosys Cognitive Email Workbench allows clients to remove manual resolution and start near-touchless contact centres.

The technology is a combination of intelligence of Artificial Intelligence and Natural Language Processing (NLP), alongside Blue Prism’s intelligent automation platform and Optical Character Recognition capabilities (OCR).

The technology also adds skills critical for enabling assisted and unassisted email responses, which gives customers helpdesks, the option to focus on requests that actually need manual intervention.

The Senior Vice President and Service Offering Head – ECS, AI and Automation of Infosys, Balakrishna D R, said, “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...we are launching a solution that addresses both these imperatives while enabling enterprises to pro-actively and efficiently address their customer and partner queries. Blue Prism companies will continue to launch industry-relevant intelligent automation solutions.”

EdgeVerve Systems, which is a wholly-owned subsidiary of Infosys stated that it has recently launched Nia DocAI – v 2. 1, a document extraction, processing and comprehension platform.

Infosys Nia’s Nia DocAI uses advanced AI technologies, which includes computer vision and NLP, and assist customers in industries for extracting and consuming information from complex enterprise documents, giving business outcomes the required boost.