Infosys TechCompass

AI-powered experiences

Trend 1: ChatGPT-driven conversational experiences transform business and tech

With ChatGPT's rise, fluidic and natural conversational experiences take center stage in the realm of business reimagination. This transformation not only helps tech beginners but empowers users to resolve issues at their convenience without external support.

In today's tech-driven world, English has emerged as the universal programming language, which reflects the growing dependence on technology for daily tasks. ChatGPT is pivotal in this paradigm shift, reducing support costs, fostering user autonomy, and significantly amplifying customer satisfaction. This trend's dominance is set to persist.

Customer support chatbots leverage ChatGPT's capabilities to provide fluid and natural conversational experiences to users. This cost-effective solution fosters user autonomy, enhances customer satisfaction, and is set to persist in this tech-dependent world.

Firms must think about whether to use open- or closed-access large language models in their enterprise chatbots. They should employ more prompt engineers to tune the chatbots on domain-specific knowledge, and, most importantly, ensure chatbots are responsible by design. This means a turn to stronger data privacy, security, and reliability. At Infosys, we build responsible by design in all key processes and employee experiences. In our push to go AI-first, we provide a conversational assistant (Zoiee) through Infosys Topaz to our employees for better productivity and value, and take the pressure off designers and developers.

AI-powered experiences

Trend 2: Emotion AI revolutionizes customer experience

AI-powered tech understands and addresses customer emotions, which ensures customer satisfaction, reduces agent stress, and boosts revenue — providing superior customer experience. Emotion AI continues to be a game changer across industries spanning food to medical. The technology has revolutionized various industries, from food to healthcare. Some apps leverage emotion AI to prioritize information and reduce cognitive load, creating a ripple effect of improved customer satisfaction, efficient support, and increased revenue.

Content streaming services and popular restaurant chains utilize mood tracking technology or emotion AI to enhance customer experiences. In gaming, it automates difficulty levels based on emotions. Mental health support apps monitor and detect users' emotional states, offering guidance and connecting them with counselors. NVIDIA has designed an emotion AI (called SteerLM) that enables users to toggle chatbot outputs based on user preferences, such as a desire for greater kindness, empathy, or even humor in conversation. The LLM differentiates between high- and low-quality responses, and learns a comprehensive range of human preferences, a method that outperforms reinforcement learning with human feedback (RLHF), which is used in current LLMs

User experience design

Trend 3: AI helps create high-quality videos quickly

AI makes video production efficient and creative than ever before. Editors now save time through AI-powered indexing and searching to find the right clips quickly. Facial recognition technology identifies individuals and tracks their movements, even in crowded scenes, generating highlight videos. In sports, AI showcases key moments of players in real time. AI also aids commentators by suggesting relevant video clips and data, enhancing storytelling and viewer insights, akin to Google Photos' memory feature but on a larger scale.

AI enhances video accessibility by creating transcripts and captions, benefiting people with hearing or vision impairments. This new technology brings big-budget capabilities to filmmakers, including video editing and post production, while generative AI is used in the scriptwriting and storytelling phase by analyzing vast amounts of data, including scripts, books, and movies, to generate plotlines, characters, and dialogue.

AI enables fast, cost-effective, high-quality video production. It enhances accessibility for individuals with disabilities. This contributes to a more inclusive and equitable media landscape.