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Infosys, ServiceNow expand partnership to transform customer experiences with gen AI industry solutions

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Azunta Gaviola

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2 weeks ago

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Global – Infosys, a digital services and consulting firm, has announced recently that it has expanded its partnership with ServiceNow, a software development firm, aiming to revolutionise customer experiences with industry solutions powered by generative artificial intelligence.

This collaboration between the two intends to help enterprises increase their productivity, efficiency, and user experience by integrating ServiceNow’s Now Assist generative AI capabilities alongside Infosys Cobalt cloud offerings. 

As part of this endeavour, Infosys will also intensify its investment in training by certifying over 3,500 employees in ServiceNow GenAI skills. The company will also develop new industry applications for their AI-powered plug-and-play solution, Infosys Enterprise Service Management (ESM) Café.

Infosys is also investing in the creation of a Pro Plus BOT factory, which can offer more than 100,000 Now Assist-powered chatbots so customers can realise value in their AI journey.

Through this extended partnership, ServiceNow and Infosys will further tackle critical business process challenges for enterprises in sectors such as telecom, financial services, manufacturing, and retail. 

These new offerings are designed to provide significant benefits to customers, including up to a 20% improvement in operational efficiency, a five-fold faster increase in response time, and a 30% reduction in implementation timelines.At the same time, the applications will provide insights for large transformation projects using GenAI. 

Additionally, this collaboration will also empower customers like high-tech HVACR solutions firm Carrier to address key business issues such as poor user experience, underutilization of AI-based platform capabilities, and isolated processes.

Speaking about the initiative, Erica Volini, senior vice president, global partners and channels at ServiceNow, said, “The combination of ServiceNow GenAI capabilities with Infosys’ industry expertise is a prime example of how our partners are integral to driving digital transformation forward for more organisations.”

“Our longstanding collaboration with Infosys demonstrates the potential for our ecosystem to yield real, impactful results for customers. We are helping shape the future of GenAI’s impact on enterprise productivity, with skills training being a key success factor in ensuring our workforces are futureproofed for GenAI,” she further added.

Meanwhile, Anant Adya, executive vice president and service offering head at Infosys, also said, “Infosys and ServiceNow are deeply committed to delivering an exceptional customer experience for our clients. This collaboration further strengthens our relationship by bringing together ServiceNow’s Now Assist GenAI solutions with Infosys Cobalt, in addition to our expertise in digital transformation and generative AI capabilities.” 

“Together, we have developed next-generation industry solutions that address tough challenges across sectors. These solutions leverage generative AI to automate tasks, personalise experiences, and unlock new levels of efficiency and innovation for our clients,” concluded Anant.

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