How can a company evolve and learn

amidst a complicated business environment burdened by exponential volumes of data, threats from digital upstarts, and customer demand for more value?

The answer lies in leveraging AI deliberately to simplify work and reimagine the future of the business…

AI that would not only generate deep insights but also lead to the discovery of new opportunities to optimize, simplify, and automate complex business processes.

Infosys Nia is an Artificial Intelligence platform which collects and aggregates organizational data from people, processes and legacy systems into a self-learning knowledge base and then automates repetitive business and IT processes, freeing up human effort to solve higher-value customer problems that require creativity, passion, and imagination.

Infosys Nia expands the scope of the first generation AI platform beyond Information Technology simplification and optimization; and allows our clients to leverage AI to drive transformations in their core business. Our clients have used Infosys Nia to leverage their organizational knowledge, generate deep insights and discover opportunities to optimize, simplify, and automate complex business processes.

Discover, curate, and transform information and learnings automatically

Create knowledge continuously

Amplify and derive value

info knowledge action

Key Components

data platform

DATA PLATFORM

An open source advanced data analytics and machine learning platform that enables businesses to operationalize their data assets and uncover new opportunities for rapid innovation and growth. tunities for rapid innovation and growth.

KNOWLEDGE PLATFORM

A platform to capture, formalize, and process knowledge and its representation in a powerful ontology based structure that allows for the reuse of knowledge as underlying systems change

AUTOMATION PLATFORM

A platform that brings together Robotic Process Automation, Predictive Automation and Cognitive Automation

Benefits

Infosys Nia can help organizations succeed with enterprise-grade artificial intelligence by simplifying complex tasks and amplifying capabilities to allow the enterprise to reinvent itself and do things it could never do before

AUTOMATE

Intelligently automate repetitive and programmatic tasks and model complex systems

AMPLIFY

Free people to channel creativity, passion, and imagination into those tasks with greater value to the organization

REINVENT

Empowers enterprises to continuously transform systems and processes to meet the challenges of the dynamic business environment.

Use Cases

FOR BUSINESS
Automated Resolution of Mortgage Payment Exceptions

A large banking client is required by law to provide tax relief at source (TRS) in the form of a refund or reduction in mortgage payment to its customers. They were dealing with a large number of exceptions that required manual intervention resulting in significant loss of productivity and cost.

Infosys Nia’s machine learning model was trained with historical exception and tax account data. A set of 10 business rules were used to classify accounts and correlation analysis was performed to root cause exceptions. Exceptions were highlighted in a unified dashboard view. The prediction model predicted the likelihood of an exception on each account, and automatically resolved exceptions when they occurred.

Benefits:

  • Cost Reduction of € 250K per year
  • Improved Customer Satisfaction
  • Overview of Exceptions with Drilldowns
  • Prediction and Automated Resolution of Exceptions
Improving Days Sales Outstanding (DSO)

Payment disputes are an important reason for increased DSO, which when exacerbated by an incorrect collection strategy, not only increases DSO, but also results in poor customer experience.

Infosys Nia brought together data from all the different systems – ERP, Order Management, invoicing – within the organization and stitched it with external macro-economic and behavioral data to create a complete customer risk profile. This was then aggregated to predict the total account value at risk.

Benefits:

  • Customized collection strategy
  • Expedited resolution of disputes through automated root-cause
  • Improved cash flow forecasting
  • Identify anomalies to predict and prevent disputes
Understanding Contracts

One of our clients operates with multiple entities under multiple contracts that govern how business is conducted. They were dealing with a extended lead times on exception handling due to the manual process of reviewing multiple contracts and understanding contract rules to resolve the exception.

Infosys Nia ingested all contract agreements to create a knowledge model that captured rules, exceptions and resolutions. The model responded to incoming queries and resolved exceptions based on information captured from the labor contracts. A conversational interface provided natural language query into the knowledge models.

Benefits:

  • Conversational interface to query and interact with knowledge model
  • Dynamic knowledge model that learns and evolves
  • Improved staff productivity with on-demand access to operational knowledge
Order-to-Activation Process Transformation

The order-to-activation cycle is a critical business process in the Telecom industry. Order volumes are large, orders can be complex with bundled services and several applications tracing thousands of unique paths. Often legacy systems are adapted as-is to newer service categories. This leads to multiple failure scenarios resulting in higher costs, increase in cycle time and delay in activation.

Benefits:

  • Decrease in cost per order by as much as 25%
  • Improvement in on-time delivery by up to 40%
  • Superior user experience across the ‘Order-to-Activation’ process
FOR IT
Incident Automation

A leading food distributor needed real-time visibility into product guides and pricing information in the customer order placement system and a Sarbanes-Oxley-compliant user process. Infosys provided a ‘zero touch’ automation solution for provisioning and de-provisioning of access and automated synchronization of data across enterprise systems.

Benefits:

  • 24% incidents reduction across all portfolios leading to 16% reduction in overall IT support effort
  • 70% improvement in turnaround time in compliance-related audit reporting and failure resolution for data requests
  • 36% service requests and 11% incident resolutions are automated
L3 Automation

L3 support engineers, who implement application enhancements and bug fixes are the most valuable resources in an IT organization. However, these resources spend a significant portion of their time (60-80%) in repetitive manual tasks related to root-cause analysis, impact analysis, and test plan generation. This leads to low staff productivity, long lead times on change requests and bug fixes.

Infosys Nia ingests source code, historical incident tickets, and other documentation to build a knowledge model of the source code with mapping across modules. Natural language processing, text analytics and machine learning techniques are applied to perform bug localization, root-cause and impact analysis, and test plan generation.

Benefits:

  • Amplified staff capabilities
  • Improved staff productivity and utilization
  • Lowered Average Handle Time
  • Lowered Mean Time To Resolve
FOR ASSET MAINTENANCE
Asset Efficiency

Asset operations and maintenance are critical business processes for many organizations. Managing the efficiency of chiller units, meeting SLAs on resolution times for breakdowns and employee productivity improvement goals are crucial for the organization.

Benefits:

  • Decrease in chiller energy per capita consumption by over 50%
  • Decrease in total chiller energy cost by 35%
  • Improvement in issue resolution times by up to 75%
  • Increase in productivity of maintenance engineers by 50%

Client Speak

Johnson Controls (JCI) is building leading edge automation capabilities in partnership with Infosys to drive excellence and efficiency across the enterprise. JCI will leverage Infosys tools and platforms to accelerate their automation journey.

Jeffrey G. Augustin
Vice President and CIO, Johnson Controls

We are creating a digital ecosystem to accelerate growth and deliver more value to our automotive customers. Infosys Mana, a knowledge-based Artificial Intelligence Platform, will help us with robotic process automation and cognitive automation. By identifying and capturing the know-how within our complex systems, Infosys Mana will help us further improve agility and boost innovation, efficiency, and excellence across our enterprise.

RANDY URBAN
Vice President, Digital Office, Adient

We have chosen Infosys Mana, a Knowledge-based Artificial Intelligence Platform, to help us with insights, drive automation, innovation, efficiency and excellence across the organization. Mana will help us capture knowledge across systems and process, identify and execute opportunities to lower cost of change, and fundamentally help transform business processes on an ongoing basis.

Robert Weltevreden
Head of SBS, Syngenta

We chose Infosys for their ability to deliver on the current IT needs for Evonik, and for their capabilities to support us on future technology modernization programs. Infosys is supporting us in the transformation of our Procurement landscape through an end-to-end Implementation of SAP Ariba, as part of Evonik’s Procurement 2020 vision. In addition, through the ideas generated by the company’s Zero Distance initiative, we have leveraged Infosys Artificial Intelligence Platform Mana and its cognitive automation capabilities, in our platform operations and have been able to analyze and reduce duplicate system monitoring alerts by 15%. We look forward to more such ideas from Infosys driving the shape of our partnership in the future.

THOMAS MEINELS
Senior Vice President & Head of Application Management

We chose Infosys for their ability to deliver on the current IT needs for Evonik, and for their capabilities to support us on future technology modernization programs. Infosys is supporting us in the transformation of our Procurement landscape through an end-to-end Implementation of SAP Ariba, as part of Evonik’s Procurement 2020 vision. In addition, through the ideas generated by the company’s Zero Distance initiative, we have leveraged Infosys Artificial Intelligence Platform Mana and its cognitive automation capabilities, in our platform operations and have been able to analyze and reduce duplicate system monitoring alerts by 15%. We look forward to more such ideas from Infosys driving the shape of our partnership in the future.

Hans-Juergen Rieder
Managing Director - Global Production Services, UBS

Johnson Controls (JCI) is building leading edge automation capabilities in partnership with Infosys to drive excellence and efficiency across the enterprise. JCI will leverage Infosys tools and platforms to accelerate their automation journey.

Jeffrey G. Augustin
Vice President and CIO, Johnson Controls

Infosys Nia incorporates technologies of what was previously known as Infosys Mana

Research and
Advisory Quotes

Infosys Mana brings together evolving capabilities across the Infosys platform portfolio to harness the powers of automation, analytics and artificial intelligence for enhanced service delivery. HfS views the launch of Mana as a direct result of Vishal Sikka’s ongoing vision for aligning both software and services to drive Infosys forward.

Phil Fersht
CEO and Chief Analyst, HfS Research

Early adopters of Infosys Mana are using the platform to codify the knowledge required to renew their existing IT landscapes, offering a good example of how machine learning and AI can amplify human capabilities, rather than making them redundant.

Dr. Katy Ring
Research Director, Cloud & IT Services, 451 Research

By leveraging and integrating a broad set of artificial intelligence technologies, Infosys is supporting customers on their journey toward business transformation. The modular set up of Infosys Nia allows for more flexibility when addressing diverse sets of use cases. On this journey, Infosys’ expansive AI and cognitive computing capabilities provide customers with solutions that put data at the center of their service delivery strategies. While it might sound trite, data really is becoming the new currency.

Dr. Tom Reuner
Senior Vice-President, HfS Research

Organizations are seeking solutions to automate repetitive tasks and augment decision making at scale. Buyers seek artificial intelligence in the enterprise that bring both the capability of operational efficiency and the ability to accelerate innovation.

R "Ray" Wang
Principal Analyst, Founder and Chairman, Constellation Research, Inc.

Infosys Nia incorporates technologies of what was previously known as Infosys Mana

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