Infosys partners with ServiceNow to build Gen AI solutions for customer experience

IT services firm Infosys has collaborated with ServiceNow to develop generative AI-based industry solutions for customer experience, especially in industries such as telecom, financial services, manufacturing, and retail. The partnership will combine Infosys Cobalt with ServiceNow’s Now Assist generative AI capabilities for improving the user experience for organisations. Additionally, Infosys will double its investment in training and certifying more than 3,500 employees with ServiceNow generative AI skills. 

With ServiceNow, Infosys will develop new industry applications into latter’s AI-powered plug-and-play solution which is called Infosys Enterprise Service Management (ESM) Cafe. Infosys is also investing to create Pro Plus BOT factory, which can offer more than 100,000 Now Assist-powered chatbots.

“Infosys and ServiceNow are deeply committed to delivering 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,” said Anant Adya, Executive Vice President and Service Offering Head, Infosys.
The new offerings are expected to deliver 20% improvement in operational efficiency, increase response by five times, and reduce implementation timelines by 30%.

In March, HCLTech announced a partnership with ServiceNow for delivering Gen AI solutions. This partnership allows enterprises to adopt ServiceNow’s Gen AI capabilities across business. HCLTech’s role is to offer consulting, design, implementation, and managed services through ServiceNow’s entire suite of products. 

The two firms at the time also announced the launch of ServiceNow business unit and the ‘Fluid NOW' centers of excellence in London, New York, and Noida for enterprises to explore the latest GenAI solutions that can accelerate their digital transformation journeys.