Infosys and ServiceNow enhance strategic partnership to revolutionize customer experiences

ServiceNow Now Assist and Infosys Cobalt cloud offerings collaborate to aid organisations in augmenting productivity, efficiency, and user experience.

Presently, the collaboration empowers clients, including Carrier, to tackle critical business challenges. Infosys will double its investment in training and certify over 3,500 personnel in ServiceNow GenAI.

ServiceNow, the AI platform for business transformation, and Infosys, a global leader in next-generation digital services and consulting, announced at ServiceNow’s annual customer and partner event Knowledge 2024 a strengthened collaboration to transform customer experiences with generative AI-powered industry solutions.

The partnership aims to enhance the productivity, efficiency, and user experience of organisations by merging ServiceNow’s Now Assist generative AI capabilities with Infosys Cobalt, an alliance of platforms, services, and solutions designed to accelerate cloud-driven enterprise transformation. With the objective of maintaining a leading position in the industry and the field of artificial intelligence, Infosys plans to increase its investment in training by twofold by certifying more than 3,500 employees as ServiceNow GenAI specialists.

“The integration of Infosys’ industry expertise with ServiceNow GenAI capabilities exemplifies the critical role that our partners play in advancing digital transformation for an increasing number of organisations,” ServiceNow Senior Vice President, Global Partners and Channels Erica Volini said. “Our enduring partnership with Infosys serves as evidence that our ecosystem is capable of producing tangible, consequential outcomes for our clientele. Our workforces are being future-proofed for GenAI through the implementation of skills training, which is a critical success factor in shaping the future of GenAI’s impact on enterprise productivity.

“Both Infosys and ServiceNow are devoted to providing our clients with an outstanding customer experience. Anant Adya, Executive Vice President and Head of Service Offering at Infosys, stated, “This collaboration further strengthens our relationship by combining ServiceNow’s Now Assist GenAI solutions with Infosys Cobalt, in addition to our expertise in digital transformation and generative AI capabilities.” “Collaboratively, we have devised industry-leading solutions of the next generation to tackle formidable challenges in every sector.” By utilising generative AI, these solutions enable our clients to achieve greater levels of efficiency and innovation, automate duties, and personalise experiences.

Infosys will develop new industry applications for the Infosys Enterprise Service Management (ESM) Café, an AI-powered plug-and-play solution that is already assisting ServiceNow clients in accelerating time to value, in collaboration with ServiceNow. Additionally, Infosys is allocating resources towards the establishment of a Pro Plus BOT factory, which will have the capacity to produce over one hundred thousand chatbots powered by Now Assist. This will enable clients to derive value from their AI experience.

By means of this enhanced partnership, ServiceNow and Infosys shall tackle pivotal business process obstacles encountered by organisations spanning the telecom, financial services, manufacturing, and retail sectors.

The objective of the new offerings is to provide substantial advantages to customers, such as a reduction in implementation timeliness by 30 percent, a fivefold acceleration in response time, and a potential enhancement of operational efficiency by up to 20 percent. Simultaneously, the GenAI-powered applications will provide insights regarding massive transformation initiatives. Carrier, a global leader in high-tech heating, air-conditioning, and refrigeration solutions, is one of the clients presently able to resolve critical business issues through the collaboration. These issues include an inadequate user experience, underutilised AI-based platform capabilities, and isolated processes.