Transcending IT service language barriers with AI
When Jordan Moore, the Head of IT Service Desk Operations for a US-based life sciences and industrial solutions manufacturer discovered that language barriers were affecting the cost-effectiveness of his multilingual support centres, he partnered with Infosys BPM. Together, they deployed a Conversational AI solution that optimised operations, reduced the dependency on language experts, and reduced projected resource costs worth over $1 Mn annually.
Approach summary:
- Performed architectural review
- Deployed AI translation for text and chats
- Integrated solution with ServiceNow
- Implemented on-demand AI document translation
Key benefits:
Saved projected resource costs worth over $1 Mn
Reduced overall staff requirement from 40 to 27
Optimised service desk operations
Reduced resourcing time and effort
