TCS' AI solution Ignio powers Canadian retail giant’s digital transformation

Tata Consultancy Services (TCS), the country’s largest software exporter, has deployed its artificial intelligence-powered solution ignio to help Canadian retail giant Loblaw transform its IT operations.

According to a statement, Loblaw embarked on an enterprise IT transformation journey at its food and pharmacy stores to improve user and customer experience as well as to reduce the cost of operations.

TCS' cognitive automation software ignio assisted this process with its self-healing and machine-managed IT operations product. Ignio essentially facilitates smarter and faster decision making, allowing enterprises to predict problems.

TCS said that ignio has enabled Loblaw to reduce the mean time to resolve outages to around three-six minutes for specific use cases, as well as automate over 20% of incidents and alerts over the last 10 months.

“We enabled a high-velocity enterprise transformation programme that improved end customer satisfaction and significantly enhanced the shopping experience,” said Akhilesh Tripathi, global head of Digitate.

Ignio is housed under TCS’ Digitate, a venture that was founded in 2015 and is headquartered in California and Pune.

“We were looking for an AI tool to disrupt our IT operations. ignio enabled quick adoption within Loblaw and is now the linchpin of our IT operations transformation programme,” said Ugo Orsi, vice president if IT operations at Loblaw.

TCS said that ignio’s presence within Loblaw has now been expanded to automate business processes related to critical retail functions like vendor income reconciliation.