Infosys TechCompass

Service desk and experience

Trend 13: Generative AI-powered virtual assistants enhance customer experience

Virtual assistants are favored by business leaders and online organizations, yet they face limitations. Ongoing innovation is steadily overcoming these challenges. According to our analyst interactions and market research, virtual agents redirect between 25% and 35% of contact volumes to other channels and automate resolutions for 12% to 15% of straightforward queries. This trend underscores the need for an operational model shift focused on enhancing user experiences. It demands seamless coordination and prompt decision-making among client IT teams, information security teams, and business units to meet evolving customer and industry demands.

A British multinational consumer goods company, with 60% of its service desk contacts on the voice channel, partnered with Infosys to implement an end-to-end chat-based virtual assistant. This helped the organization reduce voice contacts to under 8% and automate 25% of chat volumes via virtual assistant, enhancing their customer satisfaction score.

Service desk and experience

Trend 14: Digital assistants transform agent experience

Generative AI-powered digital assistants can deliver richer and better experiences for users by mining past and current interactions and providing next best actions. Agents need not read through and interpret lengthy process documents; instead, AI provides resolution steps to agents, boosting productivity, learning accessibility, and success rates. With access to a 360-degree customer view, omnichannel context passing, and digital nudges for cross-selling or upselling, agents achieve higher accuracy and customer satisfaction scores.

Our research found that generative AI helps agents with quicker responses and reduces handling time by at least 20%. This improvement in efficiency also increases end-user satisfaction by 10 to 15 basis points, impacting metrics such as mean time to resolve, first call resolution, and hold time. Enterprises adopting this model also need to focus on seamless integration, training and adoption, continuous monitoring and optimization, and scalability.

A multinational infrastructure consulting firm partnered with Infosys to enhance IT service desk delivery. By implementing the agent assist feature for their service desk agents, the firm achieved significant results: a 20% reduction in average handling time, a 70% decrease in repeat issues, and a 15-point increase in end-user satisfaction.